Jeopardy Kindle Version CA

Basic information

100

Prime reading is not available for .CA customers, True of false?

FALSE

200

How do i remove the adds that show on my screen?

When a customer buys a tablet and the device comes with special offers/ads they will need to pay around $15 If they want to opt out of specials offers.

300

What is the key for a great troubleshooting contact?

ALWAYS USE ASTRO and always have the contact tenets in mind.

400

Canadian customer cannot share the digital library with another person whilst the US customers can, True or False?

TRUE

500

Which warranty options does .com Customers have that .ca Customers doesn't?

While in the US we have 5 options: Worry Free Warranty (Fire tablets Kids edition), the regular warranty for devices, the 15% discount (when the device is out of warranty), the In Warranty Service request and the Trade In program.

While on CA we have 3: Worry Free Warranty, the regular warranty and the 15% off for devices out of warranty.

Fire Tablets

100

Fire HD 8 tablet
Fire 7 Tablet
Fire HD 10 Tablet
Fire 7 Kids Edition Tablet
Fire HD 8 Kids Edition tablet
Fire HD 10 Kids Edition Tablet

Which models of Fire Tablet does Amazon offers?

(*** Extra points if they mention at least 5 older models ***)

200

A customer contact because they cannot pair the tablet/Kindle to the Internet. Mention at least 3 troubleshooting steps to solve this issue.

1. ***ALWAYS USE ASTRO*** EXTRA POINTS IF MENTIONED.
2. Check If other devices can connect to the same network.
3. Try to connect the device to a different Wi Fi network or mobile hotspot to verify if the issue is with the internet or with the device.
4. Check for system updates.
5. Power cycle the device.
6. Factory reset.(remember to pull the logs and use this as the last resource)
7. If the issue persist we need to create a ticket for further troubleshoot guidance 

300

The customer is trying to set up a kids profile on a new Fire Tablet kids edition and is getting an error stating that the subscription is not supported on the current marketplace, What would you check and recommend to the CX?

Check the customer’s home marketplace, If it’s not set to the correct country the system will not identify the subscription. 

After changing the Home Marketplace the subscription should work and the customer will be able to create the child profile.

400

The CX just got the new Fire Tablet she purchased and is not able to sign in, mention at least 2 things you would check on the CX account and what options do we have for each of them?

1 Check if the cx is using the correct account and if she is able to sign in on the amazon website. In case that doesn't work you can try a Password reset.

2 Check the status of the device. Run ASTRO for troubleshooting.

3 Check if the device is lost or stolen or if it was refunded before the delivery. ***EXTRA POINTS IF YOU EXPLAIN AND POSITIVE POSITION THE SITUATION TO THE CX***

500

The Fire tablet backup saves customer's important automatically. Which of the following is not backed up and must be done by the customer manually? 

A) Silk browser bookmarks
B) Downloaded files from the internet
C) Home screen layouts
D) Photos
E) None of the above

B) Downloaded files from the internet

E-readers

100

Mention the ereaders models that me offer on the website right now.

*** EXTRA POINTS IF YOU MENTION A LEAST 3 OLDER MODELS***

Kindle Paperwhite
Kindle
Kindle Oasis

200

An incorrect marketplace can cause registration issues on an e-reader, True or False?

FALSE

300

Customer calls because she is trying to copy the definition of a word found in a book on her Kindle Ereader. How is this done?

Highlight the word, then tap the menu button. Then tap Open Dictionary. Highlight the definition then tap share to finish.

400

Customer calls in because they forgot their lock screen passcode on a Kindle Paperwhite. You remember a special code can be entered that will reset the device so customer can use it again. Can you mention the code?

111222777

500

A customer contacts because he wants to have a book on it’s Kindle, however the book is not included on our Kindle subscription or available on the amazon library, he has the book on a document on the computer, guide the CX on how to get it into the device?

***EXTRA POINTS IF YOU MENTION UP TP WHAT SIZE OF FILES THE SERVICE SUPPORTS***

1. First Go to Manage Your Content and Devices.
2. From Preferences scroll down to Personal Document Settings.
3. Under Approved Personal Document Email List, check if your email address is listed. If your email address is not listed, select Add a new approved e-mail address.
4. Enter the desired email address and select Add Address.
5. Verify that the document is a supported file type. (Note: To convert your document into the Kindle format, type "Convert" in the subject line. Using the Kindle Personal Document Services allows you to keep the original PDF format when sending to your Kindle email address.)
6. Attach the document to your email.
7. Be sure that your device is connected to the internet. The delivery for your documents is possible for up to 60 days. 

***50MB***

E-reading

100

I just bought a book but is not showing under the device that i always use to read, what can should i do? 

Mention at least 3 Troubleshooting steps that you would perform.

1. Check If they bought the book on the correct account.
2.  Check on the website If the book is compatible with the kind of device that they have.
3. Check for the book on the customer’s digital library and send it to the device.
4. Check for any possible updates on the device.
5.  Also we can de-register and register the device.
6. After following ASTRO and pulling the logs of the device you can perform a factory reset on the device to check If the books show on the device.

*** ALWAYS USE ASTRO *** (EXTRA POINTS IF ASTRO WAS MENTIONED)

200

Guide the CX on how to loan a book from his library to a friend.

1. The customer will need to go to manage your content and devices page on their accounts  https://www.amazon.com/mycd/ open the books options and select ‘Loan this title’. (Note: If the books doesn’t show the option to loan that means that it is not available for this feature) 
2. The loan will be for 14 days on which the loaner won’t have access to the book until it’s returned. 
3. This option is available only in the US not in Canada.

300

This customer is looking to send a book as a gift but he's not seeing the option, how would you proceed to help this customer?

*** EXTRA POINTS IF YOU GIVE A SOLUTION FOR .ca CUSTOMERS***

1. First check the marketplace, this is an option available for US only.
2. If the customer is from the US you can guide them, they just need to select the book and the system will give them the option to ‘Buy for other’. After that they need to enter the email from the person that they are buying the book for. (It is important that they have an Amazon account and be from the same marketplace)
   
   (For .ca: Instead you can suggest them to buy a gift card with an amount equal to the one for the book and send it to the person) 

400

Digital Media Technology > Book Migration > Account Content Merge.

What’s the ticketing path that you need to use when creating a book migration?

Bonus

100

Lvaad, Rojaadri, Camposro, Luipoved and Ianmiran

What are the logins of the CA TMs?

200

Our Group Manager

Who is Lrod?

300

Who is our Gemba API and his login?

David and Dheam

400

Bernal Aguilar Chaves

Who is the OM for CA?

500

What does A.R.T.E.S stands for?

Contact tenets: Answer the question asked.

Reduce customers effort.
Treat every customer as a friend.
Escalate systemic issues.
Solve the problem.