Simple
What do you call the main CRM in Lazada Partner Support Center?
Xspace (Agent Workbench)
What does S & R mean in the context of case creation?
R - resolution
What account identifier should you use to pull up a seller's account in Workstation?
It is a type of case that doesn't have a sub-case.
Parent case
True or False: You can create as many child cases as you can about a seller's logistics issue.
False - can only create one child case. If it is resolved, we can reopen if the seller says insists the problem is still ongoing.
Why does Lazada charge commission fees?
Lazada charges commission fees because it operates as a marketplace platform that connects sellers with buyers. The commission is essentially Lazada’s cut for providing you access to their platform, services, and customer base.
Which type of case should be escalated to stakeholders?
Case Type
Order Number
Tracking Number
Description
False, commission fees are charged per order.
Where do you find the logistics info of an order?
Xspace > S360 > Order number > Logistic Information Galaxy
Where can you find the interaction ID needed in case creation?
Interaction ID is not required, press space in this field and proceed to the next required info.
Give one KPI that PSC frontliners are measured on.
AHT
TSAT
Average Resolution Hours
This tool is also called the Seller Center.
Workstation
What's one possible scenario where seller requests for reship?
Prohibited Items
Misallocated/unscannable
Bulky
What type of case can be bind and when to bind a case?