Are you the best agent?

IOV

100

test1

test2

SubV/SubO

100

Name all the applications you can register a Subway store inm

SubVentory 

200

What are the reports called that a customer can export from their SubVentory application, regarding Inventories

Accounting Software & Inventory Reports

300

If an item isn't showing as an option on their SubOps list of items for prepping, what can be the cause? 

They don't have the items enabled on SubVentory. 

400

Unlicensed Location

"This location is not licensed. Please contact support for assistance." 

1. Is a message when... 

1. When the location doesn't have an active subscription 

500

What are the different types of SubOps subscriptions & their prices? 

Additional question... Which of these 4 come with the service contract for the GoLabel printer? 

1. 1-Year - Full App - $150 

2. 1-Year - Prep Only - $80 

3. Quarterly - $45

4. Monthly - $17

AD Apps/Printers

100

An account that uses more than one of the apps, AD Ops, AD Inventory, AD Temp, AD Sense, and name the apps..

Dairy Queen 

GyG

200

For the AMPM stores with the 9442 printers, what is the process to retrieve the sign in credentials?

1. We escalate to L2, and they will reach out to their account admin, and will provide them the sign in credentials.

300

Is this statement true... 

DogHaus uses a GoLabel printer & some Subway stores use the 9442?

True! 

400

When using the AD Sense service, how does the customer configure the equipment? (Hint: How do we address these tickets)

They equipment comes pre-configured by our team. If it it wasn't, they would send us a picture of the unit, to include the MAC, and we would escalate it to L2. 

500

What are the 2 ways you can calibrate a ZT231? (Provide the steps for both)

Auto-Calibrate and manual calibrate. 

Effortless Experience & QA

100

For QA, true or false, auto-QA is graded by the AI system? 

TRUE

200

A simple way to show customer experience is by, using the customer's name? (T/F)

Very True! So do it! 

300

For Quality Assurance, name the 4 categories that is graded under the Product and Process Expertise...

1. Product knowledge and solution

2. Efficiency and prompt resolution

3. Internal process 

4. Escaltion process

400

The 4 different types of communication styles (effortless experience)

1. Amiable 

2. Expressives

3. Analytics

4. Drivers 

500

What does it mean to shift channels and provide an example of when to shift channels? 

Shifting channels is making the decision and judgement when to offer a different form of communication when the channel they're on (voice, chat, or email) isn't the best option. 

Examples are, subject to agent answer 

Zendesk/Ticket Handling/Etc.

100

The correct ticket title syntax...

Service - Description of Issue 

200

How often should we check our open tickets? 

Daily, at the beginning of the shifts, at the end of the shifts, throughout the day, when there is a tracker update, when there is an app version update. 

300

What is the MANDATORY INFO required in all tickets? (there are 4) 

Ticket title, customer name, and ticket summary, and the left pannel info. 

400

If we can close a ticket by relating information, should we do it? (Y/N)

If we are waiting for a response from the customer, should we close the ticket or leave it pending? 

1. Yes

2. Leave it pending customer

500

List 7 different resources or tools we can use to better solve our tickets, and provide information to the customer

1. Macros

2. Reference sheet 

3. Training's 

4. Gems 

5. Our Team & leadership 

6. Support team meeting notes or turnover notes

7. Videos to share 

8. Stonly 

9. Different channels available