QA 1
As per the agent, she will consult the case to the internal team with regards to the partner’s inquiry. However, there is no consultation during the conversation.
The above text is markdown in creators critical. Please indicate which driver or competency it falls under.
Effort / Responsiveness.
Mention 2 competences of Engagement Driver:
Clarity, empathy, Tone
The channel was terminated because another channel related to it was terminated.
If the agent resolved the partner's issue during the chat but the partner leaves in 2+1 and the agent does not send the survey in the chat, is this marked as a?
Customer Critical, Effort, Feedback.
Responsiveness is part of which driver?
Effort
How do we reserve handles to manage channels that are requesting an available handle that was released a few days ago?
We can't, the agents are not allowed to take this action
[Optional] We can consult a vSME to check if it's possible.
If the agent fails to perform the 2+1 process in the chat, which attribute does this markdown fall under?
Business Critical, Diligence.
Provided information to an unauthorized party.
The above is a compliance-critical markdown; mention the correct competency.
Policy
The partner says that their subscribers are not getting any notification, which it's the first step for troubleshooting this issue?
Confirm what kind of notifications are not being received: email, phone, desktop...
If during the chat a partner asks for time to read the information or follow the steps but the agent doesn't comply with the requested time, under what attribute is this flagged?
Business Critical, Diligence.
The agent sent all the correct information to the user and shared the help center, but the link shared is in EN. This is a failure in which attribute?
Effectiveness, tailoring
The partner contacted because their last video uploaded 14 hours ago it's stuck in processing, after checking in Venom you noticed that all the assets are still pending. Based on the KB, what should you do before starting any rerun?
As a guideline, wait 48 hours after the video has been uploaded before considering next steps. So, during those first 48 hours, keep the case open and let the partner know you are troubleshooting their issue.
The agent submitted the completed CPO NAA. Please note that the partner will no longer be able to add their email address as an administrator on their YouTube channel, as the channel they were inquiring about has now been closed. Additionally, the partner will no longer have access to their YouTube Studio once it is closed. The agent may customize the CR to suit the partner's issue.
The above text is a markdown in which QA attribute?
Creators Critical, effectiveness, tailoring.
Read the following conversation:
Partner: I have questions about an AdSense banner ad.
Agent: "Since the problem isn't with YouTube, you should contact AdSense."
Partner: But I don't understand. Doesn't this affect my monetization?
Agent: As I told you, this isn't a YouTube problem. Contact AdSense.
Partner: And how do I contact AdSense?
Agent: I'm a YouTube agent. I don't know how you could contact AdSense.
According to the above, the agent could receive markdowns in which attribute?
Effectiveness, Accuracy: [Incomplete Resolution] Agent did not offer complete resolution/resolution to all creator issues. The agent does not share the AdSense contact.
Engagement, tone: [Unprofessional or Impersonal tone] Tone that was unprofessional or terse in any form of interaction or otherwise not aligned with the YouTube Tone-of-Voice
There are some eligible scenarios where we can request a BMOD, mention 3 of these scenarios:
Partner moved countries/regions and the new country/region has a different currency, due to that, they had a payment hold in their old account.
Partner accidentally set up an AdSense in the wrong country/region.
Partner accidentally created an AdSense account using the wrong account type (individual vs business).
Partner closed the billing profile that had earnings.