WorksheetsCS Severity Level - Pre Test
Total questions: 21
Worksheet time: 2hrs 55mins
Merchant reach out to CS Agents, saying that ALL of their transactions keep failing and their end user can not paid their order. Which Sev Level is this inquiries?
Sev 2
Sev 1
Sev 4
Sev 3
Severity Level 1 Resolution time is 12 Hours
TRUE
FALSE
CS Agents can mention @cindy if after 1,5 hours of no update from product team
TRUE
FALSE
CS Agents have to escalate it to management for ALL Severity Level that has passed the SLA for their visibility
TRUE
FALSE
Symptom: Above 20% transaction requests are repeatedly failing in specific period of time. What is the Severity Level?
Sev 5
Sev 3
Sev 1
Sev 4
Fist Response Time for Severity Level 6 is more than 24 hours
TRUE
FALSE
Symptom : Above 40% of transaction requests are repeatedly failing. What is the Severity Level?
Sev 6
Sev 1
Sev 4
Sev 2
Symptom : Above 30% of transaction requests are repeatedly failing in a specific period of time (e.g unable to create a transaction, unable to send API request to Xendit endpoint, etc). What is the Severity Level?
Sev 3
Sev 2
Sev 1
Sev 4
Merchant Severity Level discusses impact to merchant's business.
TRUE
FALSE
From the case above, what can CS Agents probe to determined the right severity level?
Number of transaction affected, list of transactions affected, and affected amount
No need to probe
Number of transaction affected, list of affected transactions, and business emails
Business emails, BID, which service is affected
For the rest of the questions, the form of answer will be open ended.
Please follow this guide on how to answer the questions:
1. Get familiar on the definition of each Severity Level (https://docs.google.com/presentation/d/1LZlHjSgD7KHq9E29f7904Eqd6_99h7ecHs69tkSomoM/edit#slide=id.g1947544a2e6_0_182)
2. Tell us about the inquiry type based on the case
3. Tell us the details of the issue
4. Tell us the impact of the issue
5. Explain to us the logic behind your answer
You have 10 minutes for each questions so take your time~
I understand
I understand
Please elaborate your answer on how you determine the Severity Level based on the screenshot on this link: https://ibb.co/hXGFXnj
Merchant reach out to CS Agents saying that from a total of 370 ShopeePay transaction that they trying to create, they only received 259 Successful transactions request. The rest of it keep failing for the last 20 minutes, and this is quite disturbing for them because their end user can not paid by using ShopeePay. What is the severity level of this inquiries?
Based on the screenshot (https://ibb.co/bmsGFJf), what can we probe as a CS Agents to determine their severity level? What will be the initial judgment of Severity Level for this type of inquiry?
From the given data from our merchant based on the screenshot (https://ibb.co/FHtWLnW), what can CS Team elaborate more to determine the right severity level?
Based on the screenshot (https://imgbb.com/7vppLNz), what can we probe more to determine their severity level?
Merchant reach out to CS team saying that almost half of their transactions keep failing for the last 20 minutes. Based on this case, how will you probe and determined the correct severity level as a CS Agent and why?
Legit "VIP" Merchant reach out to us, saying that their account suddenly can not be accessed and all of the money out transaction also got blocked or being disabled from our side. They said that they did nothing wrong or violate our terms and conditions and fuming on this one sided decision. In this case, what is the Severity Level that applies?
Based on the screenshot (https://imgbb.com/b7NvmHb), CS Agents can directly judge the severity level. Tell us about your findings!
Based on the screenshot (https://imgbb.com/GsgWxpL), what is the severity level for this incoming inquiries?
Merchant reach out to CS Agents saying that from 150 transactions that they received today, only 105 transactions that mark as success. The other 45 transactions keep failing repeatedly for the last 30 minutes and this affected their business quite much. What is the severity level for this case?
