WorksheetsLifetouch Canada UC - Quiz 2
Total questions: 21
Worksheet time: 8mins
What is the ordering site for Lifetouch Canada - Underclass jobs?
If a proof customer do not have the portrait ID and access code and refuses to fill out the Image Access Request form, what else can they use to order online?
Order#
Picture Day ID
APO number
Student ID
Who among the following can fill out image access request form? (choose all that applies)
Parent
Grand Parent
Legal Guardian
Step Parent
What does CSP stand for?
Customer Success People
Customer Service Portal
Customer Service Partner
Customer Service Pool
Which system do you use to view the raw image of a student and get the reorder #?
CSP
CSS
Portrait Viewer
Webwip
What is the article number of Transferring Guidelines in Salesforce Knowledge Base? (include all 0s)
(a)
What will you do if a parent tells you that we have the wrong grade for the student and they need the ID card reprinted?
Open a ticket in SNOW for grade correction and ID reorder.
Refer to Area office
Escalate the call
Consult Peer Suport
A customer calls requesting you to correct the last name of the student. What do you do? (No ID card was provided at school)
Escalate the call
Open SNOW ticket for name correction
Refer to Area office
Tell customer we can't do that.
In submitting a SNOW ticket, what box do you need to check mark to make sure that only the necessary fields for CS will be asked?
Business Line
Request Type
Customer Service Filter
Submit
When submitting an order adjustment in CSP, what do you need to do to make sure that it will be produced? (choose all that applies)
Choose ship to customer instead of account
Leave the ship to wherever it is defaulted to
Leave notes in the adjustment reason if there are important instructions.
If the appropriate adjustment reason do not have the space for notes/instructions, choose another one closest that will let you leave notes.
We can sign up customer for Lifetouch Rewards
Customer must set up an MLT account to sign up for the reward.
If a parent placed 3 individual orders, how many Shutterfly Gift with Purchase sets will this parent get?
Only 1, because she is the same person who ordered for all 3.
3, because GWP is per order.
0 because we do not provide this for online orders
none of the answers are correct
If you can't find a student in the list of subjects in CSP. What would you do? (choose all that applies)
Tell the caller right away that you can't find it and their kid must not have been photgraphed
check the list of students carefully, last name or first name might have been mispelled
Look for unnamed entries like 001, 002, AA, etc and match the image to the parents description of the kid
Use Extended Search or CSS to look in all accounts in the students province.
When you process a credit/debit refund, how long does it usually take to post in the customer's account?
7-10 days
3-5 days
24 hours
3 months
Someone from the school calls requesting for photos of a deceased student. What do you advise the caller?
Disconnect the call, you can't do anything for the customer.
Tell the customer we cannot provide photos for a deceased student.
Ask the caller to ask parents to call us to request this
Ask the caller to send you the request through email using their school email account
Sometimes, you will need to ask a customer to send you something by email (example: photo of the child you need to find, or damage of he photo, sample email, screenshot of error, etc). What is the best way to do this?
Give them your personal email
Give them your shutterfly email
Send them an email through Salesforce and ask them to respond from there.
We can't accept email from customer.
What do you do if you get a call about a website glitch and it is at least the 2nd call you get with similar issue?
Ignore it and tell customer to try again.
Submit a Flypaper case
Report to peer support
Escalate the call
What can you do if someone transferred a call to you incorrectly or you notice that another agent made a mistake on a case?
Message your supervisor
Submit coaching feedback form so the agent can get the necessary coaching
Ignore. Everyone makes mistake!
Reach out to the agent directly
How do you request for a sympathy package?
Open SNOW ticket so the Account Executives at the lab can order and send it
Order it directly in CSP
Order it directly in CSS
Call the Area Office
If you have a question on a call, who do you ask first?
Message your supervisor
Group chat
Peer Support chat agent
Message anyone in the team directly through chat
