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WorksheetsCX Newbies Training - Mod 2
Total questions: 18
Worksheet time: 16mins
For legacy subscriber with STAIO + STNT - what are the concurrent accesses available for him?
4 App + 1 Website
5 App + 1 Website
5 App + 1 News Tablet + 1 Website
5 App + 1 News Tablet + 2 Website
Which Chinese publication(s) is/are available for Zaobao Personal Edition?
Zaobao + Shin Min
Zaobao + Shin Min + Wanbao
Zaobao Only
Shin Min + Wanbao
The Business Times Personal Edition allows for (a) App + 1 website accesses concurrently.
Which subscription(s) include(s) the e-papers (PDF copy of the print papers)?
The Straits Times Basic Digital
The Straits Times All Digital
Zaobao Personal Edition
Berita Harian One Digital
The current contract period for News Tablet subscriptions is (a) months.
What's the cost of The Straits Times News Tablet Wifi subscription / full 24-month payment - for new (1st time) subscriber?
$747
$617.60
$717.60
$897
Where can you find the latest promotions for our publications?
SPH Rewards https://shop.sph.com.sg/
SPH e-Shop https://subscribe.sph.com.sg/
CX Notice Board https://sites.google.com/sph.com.sg/cxo/home
The Straits Times Website https://www.straitstimes.com/
What is the per pax/seat rate for Business (10-199) Corporate package for The Business Times Personal Edition?
$9.90
$4.90
$7.90
$6.90
An individual calls to subscribe to ST1D 50% off Annual Recurring plan on the 2nd of the month. He is eager to gain access to the content ASAP. What should be the start date of the subscription?
Earliest start (3 work-days)
1st of the next month
The following day
15th of the current month
For new start-subscription, payment via credit card link, which of the following scenario is true. Select all that apply.
By default the payment link will be triggered to the consumer email.
You can amend the email address to receive the payment link. But this should be an exception, not the norm.
The payment link will only remain active until the end of the day.
(The order was processed 5.59pm)
The credit card must be activated in order for the submission to be successful.
Sub Email in to terminate his subscription, unsalvageable situation. What is the correct order / steps to process the P-stop?
Update Interaction > link to Commerce to P-stop.
Update Interaction > Create Case > link to commerce to P-stop.
From the Email Case > link to commerce to P-stop.
Go direct to commerce to P-stop.
Sub replied to your email 24-hr after you after resolved her case. How will you be notified?
An Email alert in your Mailbox (Gmail)
Agent Workspace > My High Priority Cases > Needs Attention
Agent Workspace > My Cases > Open
My Team Leader will inform me.
Who has the right to request / perform transactions like Change of Subscription / Change of Payment Method? (Individual Account)
The person who's name appears as The Account name.
Both the primary & secondary consumer.
The Primary consumer.
The owner of the credit Card used for payment.
Which of the following statement(s) pertaining to the Consumer are valid. Select all that apply.
A consumer can appear in multiple accounts.
The consumer can assign other mySPH ID (e.g. family member) to the subscription for digital access.
The account name and the consumer name must be the same.
The consumer email is unique. There can be only one consumer registered to the email.
A subscriber signed up for Straits Times News Tablet (STNT) the day before, but changed mind and decided to maintain his existing ST digital + print subscription. He wants to void the STNT order. Can you void the order? Select the correct statement(s) from the list.
Scenario: The start date of the STNT order is 2 weeks away.
Yes you can void the order because it is future active.
You can void provided the status of the order is [Open] in Redemption portal.
If the order is not completed (in redemption portal), you can proceed to void.
If the status of the order is packed or dispatched, consult your Team Lead first. It may be possible to void the order.
You created a case (ServiceNow) to follow up on a special request by the subscriber. You've gotten the consent from your Team Leader, the matter is resolved. You want to close the case but the [Propose Solution] tab does not appear on the top-left of your case! How come?
Because you did not elaborate on the solution.
Because you did not accept / assign to case to yourself.
Because you have to resolve the case first before you can propose a solution.
Because your Team Leader forgot to approve the case.
When performing a start order, the Shipping address must match the delivery address.
Yes
No
Where can you (CXO) find customer documents like redemption email, order acknowledgement, etc?
Account level > Cases
Consumer level > Interactions
Consumer level > Emails
Cases > Emails
