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WorksheetsTicket Field Revamp
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
If there's an end-user coming for asking transaction status check for VA, what will be the correct Ticket Type?
a)
Question::End User Inquiry::Transaction status checking
b)
Question::Virtual Account::Transaction status checking for end user
2.
If there's an end-user coming to ask for payment confirmation, what will be the correct Reason Code?
a)
Invoice::Lack of understanding about payment confirmation email
b)
End User Inquiry::Lack of understanding about payment confirmation email
3.
There's an issue happening with error indication on partner. In this case, what is the correct reason code?
a)
Partner Issue
b)
Product system issue
c)
Intermittent Error
4.
What is the explanation of Intermittent Error?
a)
Issue due to bugs under particular product
b)
Issue that happen majorly under particular product.
c)
Issue/error that occurs for a short time, and then goes away.
5.
Merchant coming with clear inquiry for VA transaction checking but the proof is insufficient, what will be the correct TT & RC?
a)
Ticket type: Question:: Spam:: No context
Reason code: Spam::No context
b)
Ticket type: Question::Virtual Account:: Transaction status checking
Reason code: Spam::No context
6.
If end-user or merchant coming with no context at all, what will be the correct Ticket Type?
a)
Question:: Spam:: No context
b)
(Product):: Unidentified Reason
7.
For case wher the ticket escalation is still ongoing and being checked by product team, what you should fill for the reason code?
a)
(Product):: Unidentified Reason
b)
Spam::No Context
c)
Leave it blank
8.
After the ticket was solved and customer informed, you couldn't find the correct RC for the inquiry, what steps do you need to do?
a)
Choose anything and put the internal note -> solve the ticket
b)
Choose "Unidentified Reason" for RC -> click any submit button
c)
Choose "Unidentified Reason" for RC -> put the internal note -> click any submit button
9.
What will happened if you choose the "Unidentified Reason" as the Reason Code?
a)
Ticket couldn't be solve (will remain open)
b)
If click submit button, ticket will be directly assigned to designated product group (L2 view ticket)
c)
Ticket still can be solve but with internal note
10.
If you see in the picture attached, what will be the correct Ticket Type?
Translation:
"I paid with the wrong code. Please return the fund to me"
a)
IM End User Inquiry::End user mistake
b)
Virtual Account::End user mistake
c)
IM Virtual Account::End user mistake
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