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WorksheetsNon Live: #asklevel2 Governance
Total questions: 10
Worksheet time: 15mins
Name
Class
Date
1.
New key design for #asklevel 2 governance are ...
a)
Question Criteria & Eligibility
b)
Top Inquiry Bookmark
c)
New Historical Sheet
d)
Faster Response
2.
Can we escalate an ongoing ticket inquiry to #asklevel2 channel?
a)
Can
b)
Can't
3.
Here are the eligible criteria to be asked on #asklevel2 channel, except ...
a)
Information/guidance is not available on SOP/ Ops Guide
b)
Information/guidance is available on SOP/ Ops Guide, but hardly can be understood clearly
c)
Information is available on SOP/ Ops Guide
d)
Information/guidance is available, but create confusion for edge case, e.g: security, fraud, terminology usage, etc
4.
What should you do if received cross emoji on your question thread?
a)
Tag related L2 on the thread
b)
Attach document or transaction proof
c)
Request new question without workflow
d)
Recheck the question, Ops Guide or escalate the inquiry via Zendesk directly
5.
When will the new governance of #asklevel2 release?
a)
2023-08-17 00:00:00
b)
2023-09-11 00:00:00
c)
2023-09-04 00:00:00
d)
2023-08-31 00:00:00
6.
What is the criteria of "Ticket Escalation Process" parameter?
a)
Eigible
b)
Not Eligible
7.
Can we ask about information that is already on the docs, however needs more a comprehensive explanation from L2?
a)
Can
b)
Can't
8.
What is the new parameter added on the workflow?
a)
Product
b)
Country of operation
c)
Question parameter
d)
Related partner
9.
"L1 agent needs confirmation regarding the statement in docs to answer customer’s inquiry", is it eligible to be ask on #asklevel2 channel?
a)
Not Eligible
b)
Eligible
10.
What we can use as reference about question that mostly being asked in #asklevel2 channel?
a)
Not eligible thread
b)
Ops Guide provided by L2
c)
Workflow
d)
Top Inquiry Bookmark
Reset
