Sups Certification Test

26 Questions

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Certification Quizzes & Trivia

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Questions and Answers
  • 1. 
    The agent Jose says that the customer is calling because every time he tries to access the subscription he receive a message saying “you are not a subscriber” he opened the account on the CST and the status of the account is: REVOKED, and the payment status is DECLINED DUE TO INSUFFICIENT FUNDS. What will be the next step to follow? 
    • A. 

      Guide Jose in to the WWE Billing G.A.T to follow the correct script for this type of issue.

    • B. 

      Explain Jose that the customer needs to create a new account with a new email address to get access to the network.

    • C. 

      Provide the customer with a TAT to call us back because this is an error in the page

  • 2. 
    Jose already explained the customer what happened with the account, the customer asked him if he can use the same email address and billing information to reactive the account. What will be the best answer that he can provide: 
    • A. 

      To purchase the subscription again, you need to create a new account with a new email address, you are not allowed to use the same information.

    • B. 

      Yes, you can use the same information, in order to get the network again just follow the process to create a new account with the same email and same payment information and you will reactivate the account

    • C. 

      Yes, you can use the same email and the same billing information, just go to my account and select – billing information- and from there you can follow the process to complete the purchase.

  • 3. 
    What is the cooling period that the customer will have on the account before the deactivation?
    • A. 

      3 days

    • B. 

      1 week

    • C. 

      5 days

    • D. 

      7 days

  • 4. 
    Which tab in Oracle displays product descriptions, SKU, Entitlement Description, Start and expiration dates, and all subscribed products?
    • A. 

      Orders

    • B. 

      Order History

    • C. 

      Entitlements

    • D. 

      AVS Cache

  • 5. 
    When the account is suspended, what does the PPV Rep need to do to reactivate it?
    • A. 

      Advise the customer to reorder the subscription if he wants to continue

    • B. 

      Check the Orders Tab in Oracle / CST to validate the caller’s account is suspended, advise the customer to update their billing/payment information.

    • C. 

      Create a new account with a new email address to reorder the subscription

  • 6. 
    The agent Daniela requests your help because when she verified the customer’s account on CST the payment status says: The payment details were correct, but the processor would not authorize payment, and she doesn’t know what this means. What would you explain to her? 
    • A. 

      The subscription is paid and is active

    • B. 

      WWE was unable to take any amount of the payment instrument used

    • C. 

      The saved payment information on file does not have any credit or funds

  • 7. 
    What would you advise the agent to ask for the customer to get to the root cause of the issue?
    • A. 

      Did you tried to purchase the subscription with a prepaid card?

    • B. 

      What device was you using to purchase the subscription at that time?

    • C. 

      Did you verify that all the billing information is correct?

    • D. 

      All of the above

  • 8. 
    Daniela says that the customer is trying to use a prepaid card to complete the payment, what is the next step to follow in order to help the agent to resolve the issue of the customer?
    • A. 

      That we’re sorry to hear that the customer is unable to complete the payment right now, but at the moment the system only accepts debit or credit cards through Master Card, Visa, American Express & Discover. You also have the option to use PayPal and then provide the PayPal customer service number.

    • B. 

      That we’re sorry to hear that the customer is unable to complete the payment right now, but now we have the new Walmart Gift card that she can purchase for only $29.97 in the nearest Walmart store, that will provide 3 months of service and no credit card or debit card is required.

    • C. 

      That we apologize for the inconvenience, but we do not accept payment with prepaid cards, so she can go back to the card provider and ask for a refund.

    • D. 

      A and B

  • 9. 
    The agent says that the customer is really interested in the Walmart Gift Card and they will like to know more about it, where will you advise Daniela to start searching for this information? Select all that apply. 
    • A. 

      Go to the WWE network and use the search bar to browse information about it.

    • B. 

      Go to the WWE Billing G.A.T, select the option OTHER RESOURCES and provide the customer the information.

    • C. 

      Go to Shop/wwe.com and look for the information

    • D. 

      Go to the WC Intradiem, and check the information under the UPDATES tab.

  • 10. 
    Can the customer REACTIVATE an account that has been already revoked with a Walmart gift card?
    • A. 

      Yes

    • B. 

      No

  • 11. 
    Choose the correct statement:
    • A. 

      Customer can purchase WWE Network Gift cards for $119.88 which gives them access to the WWE Network for 12 months

    • B. 

      Customers can purchase WWE Network Gift cards for $29.97 which gives them access to the WWE Network for 3 months

    • C. 

      Customer can purchase WWE Network Gift cards for $59.94 which gives them access to the WWE Network for 6 months.

    • D. 

      None of the above

  • 12. 
    True or False: The WWE Network Media Player is designed to automatically choose the best video quality for you based on the speed of your connection. 
    • A. 

      True

    • B. 

      False

  • 13. 
    The customer is calling because every time that he access the network App through his phone, he receives a message saying: “Location Error”. What first step that the agent have to follow to fix the customer issue:
    • A. 

      Verify the brand of the device that the customer is using to provide the correct troubleshooting steps

    • B. 

      Check the Top Issues – go to Technical - Error: Unable to Determine Your Location and provide the troubleshooting steps

    • C. 

      Verify the customer’s account in CST to check if the account is active

    • D. 

      None of the above.

  • 14. 
    After verifying if the account is active, what is the next step to follow:
    • A. 

      Verify the brand of the device the customer is using to provide the correct troubleshooting steps

    • B. 

      Check the Top Issues – go to Technical - Error: Unable to Determine Your Location and provide the correct troubleshooting steps

    • C. 

      Advise the customer to use another device to enjoy the network.

    • D. 

      A and B

  • 15. 
    The customer is using a Samsung Galaxy 4, and after performed all the troubleshooting steps from the Top Issues, he is not able to access to the network what is the next step to follow:
    • A. 

      Verify the information and transfer the call to WC Escalation team with all the information.

    • B. 

      Performed an Override Blackout from Oracle

    • C. 

      Transfer the call to level # 2

    • D. 

      Offer the customer a call back in 2 hours

  • 16. 
    The agent Pedro is requesting your help because he is unable to login, since the X lite is showing the error: No SIP accounts are enabled. How will you fix the issue of Pedro:
    • A. 

      Let the chat support know that we have a computer that is not working, so he can contact the IT department

    • B. 

      Contact the IT department trough Spark, so they can change the computer

    • C. 

      Go to the Settings on X lite, select SIP account settings, set up a new SIP for the agent.

    • D. 

      None of the above

  • 17. 
    The agent Mariana says that the customer is calling because his PS4 is not loading the network and he is unable to enjoy TLC, she said that they already performed all the troubleshooting steps and the customer is requesting to be transferred to a Supervisor. What is the first step that you need to follow before you transfer the call? 
    • A. 

      Check how many second have the agent on the call already.

    • B. 

      Verify that the PPV is already complete and with all the customer’s information

    • C. 

      Check that the agent has located and verified the account status on CST and Oracle

    • D. 

      Transfer the call to level # 2

  • 18. 
    After verifying that the PPV is complete , what is the next step to follow before you transfer the call:
    • A. 

      Check that the agent has all the tools open, and check if he followed already all the troubleshooting steps

    • B. 

      Check that the agent has located and verified the account status on CST and Oracle.

    • C. 

      Verify the notes on the PPV to make sure all the process is completed.

  • 19. 
    After you finish the process of verification to transfer the call to, what information will you provide to the WC escalation team prior transferring the call?
    • A. 

      Name of the sup in charge, reason of the call, extension number.

    • B. 

      Customer phone number, customer name, reason of the call

    • C. 

      Customer email address, customer name and last name, agent name

  • 20. 
    How can a customer, who uses Windows 10, watch the WWE Network on their device? 
    • A. 

      Download Google Chrome, Firefox or any supported browser and enjoy the network from there

    • B. 

      Download the WWE Network App from the Microsoft App Store

    • C. 

      Download WWE Network App from Google Play Store

    • D. 

      All of the above

  • 21. 
    The customer is calling to purchase a new subscription since his account is now revoked, she is trying to purchase over her cell phone and she states that is not the first time that she purchase a subscription over the phone, but every time that she tries to do it, she receives an error saying “this email is already in use”, what is the best process to follow in the case?
    • A. 

      Explain the customer that she cannot purchase the subscription over the cell phone, she needs to use a laptop or PC/desktop to complete the process correctly.

    • B. 

      Ask the customer what browser does she has on the phone to complete the purchase

    • C. 

      Advise the customer to create a new account with a new email address to complete the process.

  • 22. 
    The customer is using Google Chrome on the phone to  purchase the subscription and the error still persist when she tries to complete the process, what is the next step to follow:
    • A. 

      Download the app and try to make the purchase from there.

    • B. 

      Try another device to complete the purchase

    • C. 

      Performed troubleshooting steps (clear cache, cookies, history) on the browser of the phone, turn the phone off and on and try again.

    • D. 

      None of the above.

  • 23. 
    The customer performed the basic troubleshooting steps, she also rebooted the phone and she is still getting the same error message, what is the next step to follow? 
    • A. 

      Transfer the call to the WC escalation team

    • B. 

      Offer to the customer a call back from our higher department, create the PPV with all the information, and on the TRANSFERRED field select: CALLBACK – provide the information to the SUP so they will escalate the issue with management

    • C. 

      Advice the customer to get a computer to complete the process since the phone is not working.

    • D. 

      None of the above

  • 24. 
    The customer is calling because he purchased a gift card at Walmart and every time that he tried to redeem the card he receive an error message saying: “ This pin has been already redeemed” what process we need to follow to fix the customer issue:
    • A. 

      Ask the pin number to the customer and try to redeem the pin from our side.

    • B. 

      Offer to the customer a call back from our higher department, create the PPV with all the information and include in the notes the PIN number , and on the TRANSFERRED field select: CALLBACK – provide the information to the SUP so they will escalate the issue with management

    • C. 

      Advise the customer to contact Walmart so they can provide a new pin number