Social Response General FAQ

A detailed infographic illustrating social media management and response protocols, featuring icons of communication tools, user engagement, and support systems with a modern digital aesthetic.

Social Response Mastery Quiz

Test your knowledge on social response protocols and best practices. This quiz is designed to help you understand the key aspects of managing messages effectively and efficiently.

  • Multiple-choice and checkbox questions
  • Focus on response classification and system usage
  • Perfect for enhancing your skills in social media management
11 Questions3 MinutesCreated by EngagingAnswer123
What messages require classification?
Only ones that Sprinklr auto-assigns
Only ones that we respond to
Only ones that we NRR or Close:Respond
All messages we get, regardless of source
What are Action Time expectations for Responders in Social?
Respond within 20 minutes
Respond within 10 minutes
Respond asap, not to exceed 10 minutes
Respond asap, not to exceed 20 minutes
What should you do if you get a rejection? (select all that apply)
Review the reason for rejection
Craft a new response asap
Send any disputes to TM
Fill out survey for disputes
Recall to clear from column
Add rejection feedback to global notes for next approver
Which systems should be used when taking a break?
WFO
Sprinklr
ILog
TIME
Which systems should be used when taking your lunch?
WFO
Sprinklr
ILog
TIME
When should you use Winding Down? (select all that apply)
To read emails when you sign in
For restroom/bio breaks
To prepare for your next WFO segment, when applicable
At end of shift
How long should you use Winding Down during your shift?
No more than 5 minutes
No more than 10 minutes
As long as it takes until Assigned/In Progress columns are cleared
As little as possible until Assigned columns are cleared
Which of these are acceptable?
Taking break 5 minutes early when Assigned column is cleared
Taking lunch 5 minutes early when Assigned column is cleared
Leaving shift 5 minutes early when Assigned and In Progress column are cleared
Clocking in 5 minutes early to catch up on emails and log into systems
What needs to happen in the event of downtime or other work stoppage? (select all that apply)
Call Stafftrack
Notify TM
Notify Merlin partner (if applicable)
Request a WFO segment
File in MyTime section of MyPage
Save/collect any relevant documentation
What is correct Messages/Jabber usage?
Always logged in and visible
Accept any Buddy requests
Respond to anyone identifying themselves as a TM/AM/RTC promptly
Use your personal Apple ID to respond to texts to your personal phone
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