Incident Related
What is a reference number as it pertains to RightNow?
What is...
The incident # created for a contact.
What system is used to add an adjustment to a guests’ account?
What is...
LPS (Loyalty Platform System)
A guest uses their rewards points to buy an item and then returns the item, how long could it take the system to return the points?
What is...
Up to 24 hours
What information can be provided when a credit card was used to place an order fraudulently?
What is...
Confirmation that the order was successfully placed.
Maximum points adjustment agents can provide to a guest?
What is...
500 points
A drop down to choose whether or not the contact is an inbound or outbound contact.
What is...
Contact Type
What system is used to access guest receipts for in-store purchases?
What is...
Micros
In what system would you redeem and reload gift cards?
What is...
PBC
Tone can be categorized into 3 types. Which type is the most common and the most destructive?
What is...
Neutral
When are birthday coupons sent out and reminders?
What is...
Birthday coupons are sent out on the 1st of the month.
Reminders are sent throughout the month.
On the incident screen, what ‘Product’ and ‘Sub-Category’ would you select if the guests’ are contacting us about missing points?
What is...
Rewards Program > Didn’t receive points for the order
Which system should be used to access Ultamate Rewards Member account information?
What is...
LPS (Loyalty Platform System)
Any time guests’ profile information is updated on ulta.com, they receive the following?
What is...
An Email
When can a gift card be redeemed and reissued?
What is...
Lost or Stolen gift card
What is the difference between the Ultamate Rewards Credit Card & Ulta Mastercard?
What's the difference between "Assigned" and "Queue"?
What is...
Assigned is a drop-down to choose a specific agent or leader to send the incident to.
Queue is a drop-down to choose a specific department/group to send the incident to.
Which system should you use to review ulta.com order history and details for guests’?
What is...
ATG
What is a processing error?
What is...
Order cannot be properly verified with our payment processing verification system.
These offers go out periodically to select guest and can be a certain percentage off of an entire order.
What is...
20% Off
What are base points vs. bonus points?
What is...
Base points are regular points earned on qualifying purchases.
Bonus points are extra points that can be earned from special Ulta Beauty offers.
What areas within an incident are mandatory and need to be filled in on every "New" contact?
What is...
Subject Issue, Subject, Status, Source, Queue, Contact, Loyalty #, Product, Category, Order #
What system would we use to add missing points/transactions?
What is...
LPS (Loyalty Platform System)
What's the difference between order Cancellation & Modification?
What is...
Cancellation - As long as the order has not been waived for picking in the warehouse, the order should be able to be canceled.
Modification - As long as the order has not been shipped, you should be able to add the coupon to the order with a $ amount or % off.
What's the difference between Critical & Non-Critical errors?
What is...
Critical - Inaccuracies that cause an entire transaction to be deemed defective. Resulting in unnecessary expense for the Customer, Provider or Client.
Non-Critical - Inaccuracies that do not cause an entire transaction to be defective. Includes errors in professionalism, soft skills, and data input coachable errors.
How long will a Member maintain their points?
&
How long does Platinum and Diamond Members maintain their status?
What is...
Member - One year from earning til the end of the quarter.
Platinum or Diamond Members - Will maintain their status through the end of the next calendar year.