QA 1
Since the case was duplicated, the agent should have not triggered the survey.
The previous failure refers to a markdown in which competence and driver?
Feedback, Effort.
The process of understanding and sharing another person's feelings.
Empathy
[Assurance] Did not provide visibility into all our efforts to support the partner
The last failure point is part of which competence?
Empathy
What should a partner do if they want to change their channel's email or transfer it to another Google account? Can we educate the partner about this?
Yes, we must educate the partner that this action can't be taken since the channels are created from a Google account, which, the email can't be change, however, they can create a Brand account and then change between primary owners:
The partner already stated his concern at timestamp 9:39:51 AM but the agent still asked the partner how he could help him at timestamp 9:39:55 AM.
The previous failure point is part of which competence?
Clarity
The practice of repeating what the client has said in your own words to confirm that you have understood correctly.
Paraphrase.
[Work Avoidance] Hanging up / disconnecting the call / chat
The last failure point is part of which Driver and competence?
Effort - Understand the creator and their concerns.
About adSense Spam Suspensions and terminations, mention 3 types of suspension:
Spam suspension, Quality suspension and Billing suspension.
The agent failed to follow the 2+1 check-in process.
The previous failure is part of which competence?
Diligence
The ability to ask clear questions to obtain accurate information from a client.
Active listening.
Did the creator receive consistently professional and respectful communications?
The last behaviour is part of which competence?
Tone
What's the partner tier that's transferred to the POM pool in specific Content ID and Copyright cases?
Segment 1 and Segment 2
What is the alternative name for markdowns in the NEO categorization?
Tagging
Action of demonstrating a desire to help and use available resources.
Willingness to help
What would happen if we provide a HCA as main resolution without walking through the partner and educating them explicitly on chat and what consequence would it have in QA?
1. It could cause an issue with an incomplete resolution and the markdown would on Creator critical - effectiveness - tailoring
What should we check in Studio and iYTA when a partner asks why the memberships that were gifted in their livestream didn't generate as much revenue as they expected?
The country from which the transactions were made.
Mention the tree competences of compliance critical:
Authentication
Keep YouTube Safe
Policy
The first step in the problem-solving process with a customer.
Identify the problem.
Did not set appropriate follow-up timeline with customer
The last behaviour is part of which competence?
Responsiveness.
What should we do if a partner contacts us regarding the PIN verification with 4 requested PINs already, the last one 15 days ago, but their country is not on the list?
As the partner's country is not on the list, we can share the form for PIN exemption.