WorksheetsDay 4-5 Assessment
Total questions: 20
Worksheet time: 52mins
The description of a given product is displayed on this page. This shows the product size, color, price, delivery information, reviews, and other pertinent information to assist customers before they make purchases.
Home Page
Cart
Help Center
PDP
A customer wants to confirm the availability of an item and see if there are any additional colors available. You can locate chat buttons to ask questions straight to the seller from here, except:
Product Page
Wallet Page
Orders Page
Store Page
Anna gifted her mom an induction cooker for her birthday. However, upon delivery they discovered that item was defective. What can we do to assist Anna?
Educate Anna how to file online return form
Instruct Anna to immediately return the item
Inform Anna that she can send an immediate escalation to customer care
Advise Anna to write negative reviews about the item
Mark is curious about the guarantee on the product. On our website, where should we lead Mark?
Store Page
Product ratings
Return and Warranty
Chat buttons
Our customer service AI assists buyers in answering queries about their order or Lazada.
ADA
CLEO
This is used to quickly backup important local files, and any modification on web or in local folders, and can e updated in seconds.
Yuque
Teamfile
XSpace
Docebo
This internal application, which integrates messaging, conference calls, task management, and other cloud office suites, is primarily used for communication and collaboration.
Alilang
XSpace
Docebo
Dingtalk
The following are our third-party logistics except for:
XDE
LEX
JRMT
J&T
These are marketplace products that are stored and fulfilled at the Lazada warehouse.
FBL items
Retail items
CB items
DBS items
True or False. If CLEO is unable to resolve the customer's complaint or the client is unhappy with CLEO's response, the customer will be given the option to connect with one of our CSC agents.
TRUE
FALSE
Customers are allowed to change shipping address for their order if the following conditions are met.
Only unpacked orders and prepaid payment methods are eligible for address changes.
The shipping fee will not be affected by the change of address.
The list of unserviceable areas/ODZs is included in the new shipping address.
All of the above
This learning management system (LMS) keeps track of various kinds of content, such as videos, courses, and documents. This is also where all e-learning materials for training purposes are uploaded.
Teamfile
Docebo
XSpace
S360
_________is a set of requirements that provides product team the information they need to build out new features or functionality.
Product details
Product name
Return and Warranty
Specifications
Customers can manage their personal information here, as well as view their purchase history and payment transactions.
Customer Account
Order Tracking Tool
Wallet account
Help Center
True or False. CLEO and ADA are both available 24/7 to answer basic queries.
TRUE
FALSE
This internal tool is used to verify the information of our buyers/customers.
LNP/LOP (Apollo)
Yuque
XSpace
C360
Buyer contacted same day with the ff concerns:
WIMO – Beyond for Order Number 20512309
Lazada Wallet Concern for Order Number 20512345
Return Status for Order Number 2058765
WIMO – Beyond for Order Number 20512309
Courier Complaints for Order Number 20556789
How many case will you create and what are the channels?
WIMO Beyond – 1 Inbound case with comment
Lazada Wallet – 1 Outbound Case
Return Status – 1 Outbound Case
Courier Complaints – 1 Outbound Case
WIMO Beyond – 1 Inbound Case
WIMO Beyond – 1 Outbound Case
Lazada Wallet – 1 Outbound Case
Return Status – 1 Outbound Case
Courier Complaints – 1 Outbound Case
WIMO Beyond – 1 Inbound Case with comment
Lazada Wallet – 1 Inbound Case
Return Status – 1 Inbound Case
Courier Complaints – 1 Inbound Case
WIMO Beyond – 1 Inbound Case with comment
Lazada Wallet – 1 Child Case
Return Status – 1 Child Case
Courier Complaints – 1 Child Case
Buyer contacted same day
1st contact: WIMO, unresolved
2nd contact: Returns, unresolved
3rd contact: Refunds, unresolved
If you are the 3rd contact, what case will you create?
Create Inbound case for Refunds concern
Add case comment on Main concern - WIMO
Create Outbound case for Refunds concern
Add case comment for Refunds concern
Buyer contacted same day
1st contact: WIMO within, resolved
2nd contact: Feedback, unresolved
3rd contact: WIMO within, same order number
If you are the 3rd contact, what case will you create?
Create Inbound case for WIMO within concern
Add case comment on Main concern – WIMO within
Create Outbound case for WIMO within concern
Add case comment for WIMO within concern
Customer has 5 contacts today at 9:00am
1. Return, resolved
2. Refunds, resolved
3. WIMO, unresolved
4. Feedback on seller, unresolved
5. Courier Complaints, resolved
Customer contacted again at 10:00 am to check the status of his refund for a different order number. What case will you create?
Create Inbound case for WIMO within concern
Add case comment on Main concern
Create Inbound case for Refunds concern
Add case comment for WIMO within concern
