A
True or false: The Tax team now has a public chat for all customers to contact them
False: The Tax chat should only be used for escalated situations when deemed appropriate by the Tax team.
Which "Warehouse Error" item issue selection is being removed from CS view?
Expedited Shipping
True or False: You need to email Payments if you are refunding a customer in store credit for a canceled item
False- We no longer need to email them because IDS will be adjusted automatically.
Platinum customers who spend $___ or less per year are being removed from the program.
$50K
Where are cases related to permanently closed cases listed in Briefcase?
The connected cases section
Who should you contact prior to making changes to your name and/or pronouns in Switchboard?
Your TL
How can you change your name and/or pronouns in Switchboard?
User Management settings
What will happen if you try to add a PFAS restricted item to a customer's order if they are from a restricted state?
You will receive an error message
Sierra's headset stops working during a call and she must end the call to troubleshoot as the customer cannot hear her. What is the first step Sierra should take to attempt to fix this?
She should restart her phone system and/or make sure everything is connected properly
What should you do if a customer reaches out regarding a permanently closed case?
You should open a new case
What does the grey banner on Briefcase mean?
A case has been marked as potentially malicious
A customer wants to hold a package at a FedEx location for pick up. What should we educate them on first?
We should educate them on setting up a hold request on the FedEx tracking page. Steps for this can be found on the Ground Carriers Wiki.
What are some intended goals of the Plus Free Trial Reset?
To help us obtain new Plus customers and increase spend amongst existing Plus accounts.
Which dashboard can you locate your QA score?
KPI Stand Alone Metrics
Rachel pulls a case that appears to be a phishing attempt. What should she do?
She should mark the case as "potentially malicious" by using the 3 dots at the top of the case screen in Briefcase.
A customer receives a drop-shipped table that is missing the table column for assembly. The customer is urgently needing this part for an event next week and is starting to escalate. What new feature in Briefcase can you use when emailing the manufacturer to request a resolution?
The High Priority Email Indicator
Should we be using the "buy 3 months, get 3 months free" promotion in Admin?
No, this is meant to be used for the Virtual Dining Concepts customers.
What is one thing that can cause a slushy mix to have trouble freezing and why?
Alcohol because it has high sugar levels