Magento
Any time I interact with a customer order in Magento (tracking, checking status, placing the order, etc.), what must I ALWAYS do?
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What button do you click in Five9 to call a Consult?
Transfer
What are the 2 main purposes of ACT? (What is it used for?)
1) Documenting calls
2) Providing talking points and instructions to agents.
Why do we encourage customers to register their products in their My Canon Account (MCA)? Give one reason or benefit to registration with MCA.
1: It allows them to get support for their product in various ways, including live and online support.
2: If the customer has a CarePAK, they must register it to activate and use the coverage.
3: Customers can easily download necessary drivers and other downloads from here.
Where can I find the Canon Upgrade Program (CUP) discount for PowerShot cameras?
in ACT, select the "Canon Upgrade Program Matrix"
What is the store I would use in Magento when placing a Canon Upgrade Program (CUP) order?
"Canon US CLP" or "Canon US CLP English"
Once you have spoken with a Consult, what button do you click to hang up with the Consult (but not with the customer)?
Cancel Transfer
A customer calls in stating their package shows delivered, but it isn't there. What is the form called that I would fill out, and where can I find it?
ACT inquiry (not required for answer credit): Shipping Claims / Lost or Missing Package
Form is found on step 4 of the "Instructions" box (lower middle box). It's called "PAG FEDEX & UPS SHIPPING CLAIMS form".
If I see that a product is registered to customer Renee Jones, but Ralph Jones calls for support, what should I do?
Any time a household member calls about a product, assist that customer.
What tool on the Canon Shop Site (shop.usa.canon.com) allows me to find the proper ink cartridge for a customer's printer quickly?
Ink & Toner Finder
In Magento, what specifically would you click in order to search for a customer's order?
1. Sales
2. Orders
(Then, search by keyword using order number or other info) <--not required to get answer credit
What do I search for in the "transfer to" box in order to call a consult?
"Presales Consultation"
1: "Move to Response List", then
2: "Save all call inquiries"
If a customer registers their product, but it is out of warranty, what will they need to do in order to get phone support?
Pay $19.99 (in their MCA online)
Which resource site shows product launch information, such as Estimated Street Price and the dates the product was announced and first started shipping out?
Intranet > Products
I am placing an order for a customer in Magento. On the order screen, what do I need to click in order to select an expedited shipping method for the order?
"Get shipping methods and rates"
If a customer calls in stating they've registered their printer but can't get through to Tech Support, what would I do next in Five9?
Connectors (top right) --> CUSA Error Reporter
What is the correct inquiry in ACT for a customer who calls in to purchase a PowerShot SX70 HS?
Direct Sales - PowerShot
In Five9, how can I find out if a customer has a My Canon Account?
Connectors --> MCA Verification Tool
Where do I go to submit a help desk ticket?
Intranet > Services > Help Desk
Configure
If a call is disconnected, what is the Not Ready reason code you would use in order to call the customer back?
"Callback for Outbound"
A customer calls in and tells you that they bought an eCarePAK and need help registering it. How do I send this customer an email with instructions on how to register their eCarePAK, and which ACT inquiry would I use?
ACT inquiry: "eCarePAK Registration"
After clicking "Move to response list", you can click and drag the inquiry to the right-hand side green "email" box. Then click "send email" to send it.
If a customer seeking technical support does not enter the information into the phone system when they call (or if the system does not recognize the information entered), what will the system do with that customer? (Where will the customer be sent?)
They will be sent to the Sales queue, not technical support.
Where can I go to find my schedule?
(Intranet > Employee >) WFO