Monthly Quiz February

What info do we need to mandatorily give the customer re: promo codes?

Which is the correct folder to save your documents?

\\estfs213\Campaigns\Anki\Agents

Libraries\Documents

You see contact+441445026360@talkdesk.com in the customer contact tab. What do you do?

leave it, this is how the customer connects to talkdesk

remove it

update it to correct e-mail address

add correct email address as secondary entry

What belong to the Slack rules as per Anki?

I can send a PM to anyone

I can tag whoever I need to talk to

I can escalate a case to T2

I can escalate a case to SV

I have a deadline but posted my question. It's up to the responsible person to reply

I need to add a summary and the question to my ticket number

What is the most important thing to do before clicking on "sumbit"?

Checking notify all is ticked

Verifying the e-mail address shows in ZD tab (not as secondary in contact tab)

Proofreading text

Checking with T2/SV that all is correct

Which of these are T2-only processes (though occasionally T1 is trained to follow it)?

Order verification

Negative CSAT follow-up

Order cancellation

Online Driver Profile

What should be included in the ideal closing statement?

Reminders to reply

ticket number

ticket number + explanation of benefit

(call/chat) to send their POP to support@anki.com

all support lines

correct support line depending on cx's country

You don't know and they need to contact us back later

Offer further help

Tell the cx that since there was no reply, you will close the ticket