QA
What is our internal goal for Heyday QA Compliance?
95%
When you see an available ticket to work, the first thing you should do is?
Take it!
What do you select in Zendesk to access the internal Help Center?
Guide
The customer states that they want a refund for a damaged item, how do we help?
Refund them
If the customer placed an order on Amazon, and it has been less than 30 days, how do you help?
Advise the customer to work with Amazon.
What is our goal for Amazon QA Compliance?
If a ticket as been fully completed, what status do you use to submit it?
Solved
I need the ASIN for a product. Where can I find this?
Brand SKU
Not sure of the resolution? Which tool can you use as a guide?
Refund/Return Matrix
In general, how many days is our return policy?
30 days
What is our goal for Customer Satisfaction (CSAT)?
90%
If we are waiting for a customer response, what status should the ticket be in?
Pending
I need to know what TTR means. Which article can I use to find this answer?
CX Acronymns and Jargon
The customer indirectly states "I thought my package would arrive today." What type of request is this?
Implicit
How many tickets should be completed per hour?
4 or more
What is the QA standard to obtain a Gold Incentive?
95%
If you need assistance from Tier 2, what do you create?
Side Conversation or Child Ticket
A customer has a rash from a product, and I need to know how to communicate. What article can I use?
Personal Care Issues and Communication
I need a refresher on knowledge capture and have checked Help Center. How else can I learn more?
Capital, Tools, Insight
What are the two reasons you do NOT need to respond to a ticket?
Thank you, Spam
Which tool do we use to track QAs?
Stella Connect
What are the pre-written responses in Zendesk called?
Macros
Where can I find the child ticket template?
Child Tickets
CX has 4 Core Tenets to create the best experience for the customer. What are these?
Be Fast, Be Accurate, Be Compliant, Be Kind
When should a photo be requested?
Any of the following answers are correct: