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WorksheetsGTPS Go Live Audit Feedback Quiz
Total questions: 16
Worksheet time: 9mins
Can you share internal documents, links, media or other assets to external clients on the Self-serve Platform?
No Way José
Yes, that's okay.
No. Period.
Yes, only if you share bits and pieces (i.e: screenshots).
To prevent failing a ticket, an advertiser and your Trainer: how can you be sure you provided the correct solution?
Send a Lark message to the client and ask them if they think it will work
Verify the solution by double-checking its accuracy and completeness
Submit an SME form
Ask a senior agent
Where can you find the correct product information when troubleshooting a ticket?
Your Bookmarks
Doing a Lark Search
Platforms SME Support Group (searching or submitting form)
Which are not effective troubleshooting techniques?
Escalating the ticket to a different team
Asking the client to perform irrelevant troubleshooting steps
Not verifying the extent of the issue
Verifying the information provided by the client
Asking for Screen Recordings
For what type of ticket you must select Question Type and Product Insight Tag - YES OR YES (no ifs, ands or buts)
Internal Tickets & Self Serve Tickets
Business Support & Self-Serve
MI & MMM Tickets
Internal Tickets & Business Support
(Until further notice) What happens on a Self Serve Ticket if you don't select a question type?
Nothing happens, it is currently irrelevant
It's a Pass.
It's a fail.
It's NA (Not Applicable)
An MI Appeal Internal Ticket correct Question Type is "Submitted by Mistake," what's the correct Question Type for a Business Support Ticket?
Submitted by Mistake
Best Practices & Optimization Related
Generic Questions / Clarification
Technical Issues/ Troubleshooting
You received a Platforms Ticket, it is incorrectly categorized, however, with the correct categorization the ticket remains a Platform ticket. After you complete to recategorize the ticket, who is supposed to troubleshoot it?
Global (GTPS)
Athena will assign a new agent
Must communicate with Team Lead to recategorize
Yourself
Which document can you use to verify the correct categories?
(External Athena Categories)
The Platform's Bible
BPO Vendor SOP
TT4B Login Issues Troubleshooting
If you receive a ticket in Vietnamese and you speak Vietnamese do you handle the ticket?
Yes, of course.
No, I re-assign to my Team Leader.
Yes, but I must translate my answer from English to Vietnamese.
I send them the appropriate First Response Template for BS and SS.
You received a ticket that is a Tier 2 Platform Ticket and you need to re-categorize. What must you do before recategorization?
Ask your Team Leader
Attempt to resolve the issue
Submit an SME form for approval
Escalate immediately
What is the correct Question Type for this ticket?
Generic Questions/Clarification
Technical Issues / Troubleshooting
Submitted by Mistake
Operational Request
Can you send the image on the left as part of your answer for a Self-Serve Ticket?
Yes, I can send partial screenshots.
No, I should be sending the link to the Internal document.
No, we can't send images or links of anything related to TikTok.
No, we can't share anything internal on Self Serve
If you successfully helped a client to resolve an issue by asking them to perform Initial Troubleshooting Steps. What is the correct Question Type for that ticket?
Technical Issues / Troubleshooting
Submitted By Mistake
Generic Question/Clarification
Optimization & Best Practices
What is the correct Question Type for a ticket about disabling 2SV?
Keep in mind you used Olympus to verify that 2SV was enabled.
Generic Question / Clarification
Technical Issues / Troubleshooting
Submitted By Mistake
Out of scope
What is the correct categorization for this ticket?
(a)
