Tools
Which tool houses a vast variety of knowledge base information which will be helpful for both teammates and customers?
Infocenter
Which parameter in the PayPal CARES Flow emphasizes on the need to Acknowledge and Relate with the customers.
Did the agent deliver an Empathy/Energy statement as needed
What is the maximum number of confirmed email address a customer can add to his/her PayPal Account?
7
Which tab should you click to check the customer's address?
Customer Profile
Which parameter in the PayPal CARES Flow emphasizes that a teammate should sound friendly, enthusiastic, and willing to assist.
Warm and Welcoming Tone
It is a disclosure that is required on all outbound calls and anytime a new person joins an ongoing call, even if the account holder authorizes the person to speak on their behalf.
MRD - Mandatory Recording Disclosure
Which tab should you click to check if customer has availed of any of our PayPal Products?
Financial Information
Which parameter in the PayPal CARES Flow should a teammate respond to customer on a timely manner and avoid repetition.
Did the agent attentively listen to the customer
If all the financial information is outdated, and they are not able to validate the last four-digits of a linked bank or card in the third column by other means, we refer to this as ____
Stale Financial
In Compass, which workflow should you click to run SUA?
Account Security
Which parameter in the PayPal CARES Flow emphasizes that a teammate should directly provide the answer or upfront resolution to customer’s issue
Direct Answer to the customer's question
What does CARE stand for?
Customer Authentication Risk Enablement
In Compass, which Workflow should you click if the customer wants to add a bank account.
Funding Source
Which parameter in the PayPal CARES Flow emphasizes that a teammate should address the customer's present and future concern?
Provide Assistance
Bethany called in to add a card on the account. She is ready to give you the card information. How will you proceed?
Advise Bethany that they can only add a card information through their profile. Then walk the customer through the process.