Internal Knowledge Base Quiz
Internal Knowledge Base Mastery Quiz
Test your knowledge of our Internal Knowledge Base (IKB) with this comprehensive quiz designed for customer service representatives. Gain clarity on handling various customer inquiries and provide quality support efficiently.
Highlights of the quiz:
- Multiple-choice questions covering crucial topics.
- Score 1 point for each correct answer.
- Improve your understanding of IKB guidelines.
It's time to check your IKB knowledge!
*Please remember that only one answer is correct!
*Some titles of IKBs mentioned below do not exist – the purpose of it is to check your knowledge of IKBs!
Good luck!
1. Karolina wonders: which IKB should I follow if a customer asks about the status of his/her escalated case?
A) IKB: To Escalate or to not Escalate?
B) Specific IKB according to the issue of the customer.
C) IKB: Status Inquiries for Escalated Cases.
D) IKB: Status Inquiries for Escalations.
2. What should you do if a customer, who contacts you, has 3 or more repeat contacts [As per IKB: Salesforce Chat Flow]?
A) Nothing.
C) Promise the customer that someone will contact him/her.
B) Reach out to SME (Service Matter Expert = Group Leader) or Team Leader for immediate assistance.
D) Inform the customer that further contact will not help and advice to spend some time in park.
3. Tobiasz asks: what should you focus on when controlling the customer's name in Salesforce?
A) If his/her name is cool.
C) On from what country this customer comes from.
B) On capital letters at the beginning of name & surname of the customer.
D) If the customer is your relative.
4. What IKB should you follow is you refer the customer to PlayStation Support?
A) IKB: Guidelines for PlayStation Support
C) IKB: Transfer to Other Support
D) IKB: What to do if you don’t know what to do?
B) IKB: Referrals Guidelines for PlayStation Support
5. When you escalate a case, which information should you provide to the customer?
A) In most cases, you will receive an answer within a few days, but in some cases, it may take up to 14 days to complete.
C) In most cases, the inquiry will not be resolved within a few days, but in some cases, it may take up to 14 business days to complete.
D) In most cases, the inquiry will be resolved within a few business days, but in some cases, it may take up to 140 days to complete.
B) In most cases, the inquiry will be resolved within a few days, but in some cases, it may take up to 14 days to complete.
6. What should you do (as per correct IKB) if you escalate a missing parcel inquiry? Example: Customer informs you that he has not received his parcel, however the tracking says that it has been delivered.
A) Suggest the customer to check with his/her neighbors.
C) Inform the customer to wait.
B) Confirm the delivery address of the customer.
D) Redirect the customer to the lovely carrier.
7. Which IKB should you follow if customer inform you that he/she received a damaged package?
A) IKB: Delivery Issues / Package Not Received
C) IKB: Why is my parcel damaged?
B) IKB: Damaged PS Direct Packages
D) IKB: Banned for Debt / Chargeback / Lost Package
8. Horatius asks you: what should you do if the customer raises an inquiry about banned console?
A) Confirm where the customer bought the console from, and if it was not on PS Direct, then direct the customer to the original seller.
B) Follow IKB: Banned for Debt / Chargeback / Lost Package and escalate the case.
C) Inform the customer that this console was probably stolen.
D) Try to unban the console with help of Uncle Google.
9. What should you do if you see a Fraud Reject on customer’s order?
B) Inform the customer that his/her order has been marked as a Fraud and refer the customer to our retailer partners.
C) Try to help the customer to place a new order while following the troubleshooting steps as SAP is most probably lying.
A) Refer the customer to our retailer partners without informing the customer about the reason of rejection.
Inform Group Leader/ Team Leader immediately (if they are not online, phone them asap)
10. What should you do if a customer wants an invoice, and it is no longer possible?
A) Escalate the case immediately.
C) Advise the customer that we don't care about invoices.
B) Inform the customer that an invoice is only available for a certain period and the order confirmation e-mail is enough for warranty purposes. However, if the customer would argue, then escalate.
D) Educate the customer that he/she does not need an invoice as it is not really needed in the face of the infinite cosmos.
11. Scenario: Customer received his PS5 console from PS Direct on 11 April, however, after the 30 days it stopped working. What action should you take while chatting with the customer?
B) Escalate the case for the Tier2 to review.
A) Say to the customer that PS5 cannot stop working as it is the best console in the world.
D) Follow the troubleshooting as per IKB: PS5 Console Troubleshooting Inquiries.
C) Redirect the customer to PlayStation Support for warranty service.
12. Karla (Sony Program Manager) asks you: what is the troubleshooting advised by IKB: Shopping Issues (Access, Product or Pricing Issue)?
B) Incognito mode, different browser, another device & VPN check.
C) Wait for the error to disappear.
A) You are stressed, so you say that you don’t remember.
D) Incognito mode, different browser, another device & delete cookies.
13. Customer wishes to return his/her console. What should you advise?
A) Offer to arrange a return by yourself.
B) Educate the customer first on how to place a return on PS Direct.
C) Follow IKB: Return & Replacement Status Experience
D) Travel to customer’s address to pick up the parcel by yourself.
14. What should you do if the customer starts to insult you?
C) Ignore it.
A) Start the disconnection process with the first warning.
B) Call him an idiot, as he/she was the first that started it.
D) End the chat immediately.
15. Which IKB should you follow if the customer threatens to kill himself/herself?
A) IKB: Threat to Life Process
B) IKB: Support For Reporting a Threat to Life/Safety
C) IKB: Critical Situation Inquiries
D) IKB: Close the Chat ASAP
16. What actions should you take if the customer threatens to harm you?
A) Remain calm and check that you’ve done everything to resolve and explain the situation.
B) Notify your supervisor or manager immediately.
C) Attempt at capturing as many details as possible.
D) All the above.
17. What should you do if an IKB advice you to use the template?
A) pay no attention to them.
B) use only the ones you like.
C) use the template, as this is what it was created for, and just adjust it to your language.
18. Scenario: Your QA wakes you up in the middle of the night and asks you where the customer can find the return label. What would be your answer?
A) From the FAQ on the PS Direct website.
B) On the carrier’s website.
C) From the section My Orders on PS Direct website.
D) You don’t know, so you ask your QA instead about that.
19. Szymon is not sure where he can find the troubleshooting steps, do you know that?
A) In IKB: Checkout/Billing Issues
C) On the Internet.
B) In IKB: Shopping Issues (Access, Product or Pricing Issue)
D) In the templates of my colleague.
20. Your new colleague just got his first chat and asks you: which IKB should I follow if I want to place a return for the customer?
B) IKB: Self Service Replacements
C) IKB: Searching for Refunds in Sap Commerce Back Office
A) IKB: Issuing Refunds for PlayStation Direct Orders
D) IKB: Help me to Return
21. Based on the following scenarios, mark when you should offer the customer to complete the survey [As per IKB: Salesforce Chat Flow]:
A) When you escalate a shipping delay.
B) When you inform the customer that his/her order cannot be cancelled.
C) When the customer must arrange a return by himself/herself.
D) In none of the scenarios.
22. Do you think that your QA would be happy if you would escalate an expired voucher inquiry?
A) Yes, as per IKB: Voucher Inserts in Consoles Sold via direct.playstation.com
B) No, as per IKB: Voucher Inserts in Consoles Sold via direct.playstation.com
C) You don’t care about the opinion of your QA.
23. Can you find the information regarding the delivery/shipping fees in form of IKB?
A) Yes, but I’m not 100% sure.
B) No
C) Yes, and I’m 100% sure.
D) Is it really that important?
24. What is then the title of this IKB about the delivery/shipping fees?
A) IKB: Shipping/Delivery fees
B) IKB: Delivery Issues/ Package Not Received
C) IKB: Delivery/Shipping fees
D) Can’t you just let go?
25. Customer asks you about a new product, that has been announced, but has not been released. What should you do as per IKB: General Rumor / Product Release / Media Inquiry Scripts?
A) Check if you can find some information on Google.
C) Ask your QA to confirm that.
B) Refer the customer to PS blog.
D) Say to the customer that you are up to date, and you have not heard about that.
26. What is the most important thing for your QA?
A) That he/she will lead a happy life.
B) That Fun Friday will be every day.
C) That you will follow all the steps documented in the article.
D) That the IKB Quiz will never end.
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