Show:
Foundation
Fraud
ECR&RCA
Email
Random
100

The charges that attract each other

Positive-Negative

100

Provide a suspicious activity considered as "fraud"?

 If there's sufficient documentation (answers may vary)

100

What is the email SLA of Executive Escalation (EE)?

2 hours

100

The primary person or email address the message is sent to?

recepient

100

Which mode in the thermostat tells the customer that are saving energy consumption.

Eco Mode

200

The unit of power.

Watt

200

Proactively identify, investigate, prevent, and react to potential instances of dishonest and unauthorized behavior of users.

Fraud

200

Summary of the customer’s: 

  • support interaction
  • support opportunities
  • reason for escalation
  • Executive Escalation resolution

Normally this should be 4 bullet points, one for each.

TL;DR

200

 Documents, images, or files added to the emails are commonly known in email as?

attachment(s)

200

Which organization focused on marketplace trust and accreditation, not a Google Partner

Better Business Bureau (BBB)

300

Potential energy between two points in a circuit

Voltage

300

Suspected fraud, when the evidence or connected information is deemed to indicate a high risk of abuse.

Denied

300

This is to provide a recap of the highlighted key opportunities that support can improve on to prevent and deflect similar EEs in the future. While not all EEs are driven by support opportunities, there are normally at least some contributing issues.

Escalation Opportunity

300

In email, "CC" stands for carbon copy, how about "BCC"?

Blind Carbon Copy

300

The state of being protected against or safe from danger or threat

Security

400

Feel free to reach out to our team for a consultation if you come across four similar cases with the same issue that hasn't been resolved.

Tier 3 Technical

400

Generally, these cases would need to come back to Fraud consult for re-evaluation, unless otherwise specified in the notes from Fraud.

Conditional approval

400

Use bullets to outline a day-by-day breakdown of the customer’s support interactions on the issue. Highlight the specific times for the following: 

  • Issue
  • Key Opportunity
  • Executive Escalation
  • Resolution

Escalation Timeline

400

This includes the sender's name, title, and contact details.

Signature

400

An example of SPII (Sensitive Personally Identifiable Information)

Driver's License Number, Medical & Health Information, Personal Identity Detail, Financial Details

500

ACCC stands for?

Australian Competition and Consumer Commission

500

Provide the three types of resolution paths and their definition.

Denied

Conditional Approval

Approved

500

When you create and submit an RCA, make sure that you avoid or use? (Give atleast two examples)

  • Remove all indefinite articles such as ‘the’ and ‘a’.
  • Use past tense for all verbs.
  • Use only one bullet per calendar date.
    • Use sub bullets for other events on the same day. 
  • Include the bug link for the Executive Escalation.
  • Include the case link each time the case changes.
    • Don’t put the same case link on each line if you have multiple bullet points.
500

This is the main text or message.

Body

500

Error Code | Heat Link Connectivity issue in Thermostat EU

H71