Customer Service Agent Quiz #5

1. If you come across an issue that needs to be escalated, what do you do?

Send an email to the product team.

Send an email to the engineering team.

Send an email to customer care representative.

Leave an internal note in Zendesk, and leave the ticket "Open." You do not need to notify anyone else.

When encountering an issue that needs to be escalated, the appropriate action is to send an email to a customer care representative. This is because customer care representatives are trained to handle and address customer concerns and can escalate the issue further if necessary. Sending an email to the product team or engineering team may not be the most effective course of action as they may not have the necessary expertise or authority to address the issue. Leaving an internal note in Zendesk without notifying anyone else may result in the issue being overlooked or not properly addressed.

Explanation

When encountering an issue that needs to be escalated, the appropriate action is to send an email to a customer care representative. This is because customer care representatives are trained to handle and address customer concerns and can escalate the issue further if necessary. Sending an email to the product team or engineering team may not be the most effective course of action as they may not have the necessary expertise or authority to address the issue. Leaving an internal note in Zendesk without notifying anyone else may result in the issue being overlooked or not properly addressed.

2. A SmartLine customer would like to transfer more funds from his/her SmartLine of credit. How many business days will it take for the funds to arrive in the customer's bank account? (Please enter in a number - don't spell it out.)

The customer can expect the funds to arrive in their bank account within 5 business days.

Explanation

The customer can expect the funds to arrive in their bank account within 5 business days.

Submit

3. What does "remaining" in the Transaction Summary in the SmartLine Customer Dashboard refer to?

The amount of money that the customer still owes, including fees and interest.

The amount of funds available on the customer's SmartLine of credit.

The remaining number of repayments the customer needs to make.

The minimum monthly payment for the remaining months of repayment.

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Explanation

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4. A SmartPay customer has requested an Early Payoff. This customer registered for her account in October 2012. Will you be able to find her Early Payoff amount in CustomerAssist?

Yes

No

The Early Payoff amount for a SmartPay customer who registered in October 2012 cannot be found in CustomerAssist.

Explanation

The Early Payoff amount for a SmartPay customer who registered in October 2012 cannot be found in CustomerAssist.

5. You can look up contact information for all customers with open accounts (regardless of product) in CustomerAssist.

True

False

The statement is true because the CustomerAssist system allows users to access contact information for all customers who have open accounts, regardless of the specific product they have. This means that regardless of the type of account or service a customer has, their contact information can be easily found in the CustomerAssist system.

Explanation

The statement is true because the CustomerAssist system allows users to access contact information for all customers who have open accounts, regardless of the specific product they have. This means that regardless of the type of account or service a customer has, their contact information can be easily found in the CustomerAssist system.

6. When you send an escalation email, which of the following do you need to include? (Mark all that apply)

Customer's email address

Zendesk ticket number

Application ID number

Type of issue

When sending an escalation email, it is important to include the customer's email address so that the recipient knows who the email is regarding. Including the Zendesk ticket number helps to provide context and allows the recipient to access any relevant information or previous communication. The application ID number is necessary to identify the specific application or system that the issue is related to. Lastly, including the type of issue helps to provide a brief description of the problem, allowing the recipient to prioritize and address it accordingly.

Explanation

When sending an escalation email, it is important to include the customer's email address so that the recipient knows who the email is regarding. Including the Zendesk ticket number helps to provide context and allows the recipient to access any relevant information or previous communication. The application ID number is necessary to identify the specific application or system that the issue is related to. Lastly, including the type of issue helps to provide a brief description of the problem, allowing the recipient to prioritize and address it accordingly.

Submit

7. Which of the following is available for viewing in CustomerAssist? (Mark all that apply)

BillPay transaction details

SmartLine transaction details

SmartLine Terms & Conditions

SmartPay Terms & Conditions

SmartPay payment schedules

In CustomerAssist, users can view the transaction details of SmartLine, the terms and conditions of SmartLine, and the payment schedules of SmartPay. These options are available for viewing in the platform.

Explanation

In CustomerAssist, users can view the transaction details of SmartLine, the terms and conditions of SmartLine, and the payment schedules of SmartPay. These options are available for viewing in the platform.

Submit

8. Who is eligible for the "same-as-cash" Early Payoff option for SmartPay? (Mark all that apply)

All customers in California who request EPO.

Customers in California who request EPO within 90 days of signing the lease-purchase agreement.

All customers outside of California who request EPO.

Customers outside of California who request EPO within 90 days of signing the lease-purchase agreement.

Customers in California who request EPO within 90 days of signing the lease-purchase agreement are eligible for the "same-as-cash" Early Payoff option for SmartPay. This means that only customers who are in California and request the Early Payoff option within 90 days of signing the lease-purchase agreement are eligible for this option. Customers outside of California and customers who do not request the Early Payoff option within the designated time frame are not eligible for the "same-as-cash" Early Payoff option.

Explanation

Customers in California who request EPO within 90 days of signing the lease-purchase agreement are eligible for the "same-as-cash" Early Payoff option for SmartPay. This means that only customers who are in California and request the Early Payoff option within 90 days of signing the lease-purchase agreement are eligible for this option. Customers outside of California and customers who do not request the Early Payoff option within the designated time frame are not eligible for the "same-as-cash" Early Payoff option.