Easy
Medium
Hard
Brain Hurts
20
What does RMA stand for?
Return Merchandise Authorizations
20
What RMA exchange refers to the customer sending the defective device before Google sends the replacement device?
Standard Exchange
20
This tool is a real-time telephony support system built by Google.
Cases Voice
20
This team handles order management issues for both Nest and Hardware teams.
DSCC Tier 2 OM
40
What is a Warranty RMA?
an exchange or replacement of a defective product
40
Where can you process or create an RMA?
Hardware Order Updated Workflow
40
What do you call these cards?
Write Cards
40
This team proactively identifies, investigates, prevents, and reacts to potential instances of dishonest and unauthorized behavior of customers.
DSCC Fraud
60
What is a Buyer’s Remorse RMA?
a full refund of the purchase price of the relevant product
60
How many warnings can you give if a customer wants to record your phone call?
3 Warnings
60
What do you call these cards?
Read Cards
60
Which icon mutes yourself on the phone call?
The Microphone Icon
80
What are 2 exchange types for Warranty RMAs?
Standard Exchange and Advanced Exchange
80
What is this tool that provides you with a case management system, captures customer support interactions and views customer hardware order information to assist them with any questions or issues?
Connect Cases
80
What do you call this field?
Account Information Field
80
What is the DSCC mission?
Shape the customer journey and build brand trust and loyalty through radically helpful interactions and advocacy.
100
What are the 2 types of RMAs?
What are the 2 types of RMAs? Warranty RMA and Buyer’s Remorse RMA
100
What RMA exchange refers to Google sending the device to the customer first before the customer sends the defective device?
Advance Exchange
100
When do you authenticate?
When you will be accessing and/or sharing information specific to the customer's account.
100
This team handles issues that need special attention including: emerging issues, legal, safety, risk, and GDPR issues.
Tier 3