Process Assessment
.
- 1.
In the Account Page of MS Store, what do we click to view the product key and the download button?
- A.
Profile
- B.
Address
- C.
Download + Product Keys
- D.
Order History
Correct Answer
C. Download + Product Keys -
- 2.
In the Account Page of MS Store, what do we click to print Order Receipt?
- A.
Profile
- B.
Address
- C.
Download + Product Keys
- D.
Order History
Correct Answer
D. Order History -
- 3.
What are the credit card types that we accept in MS Store? Select all that applies
- A.
American Express
- B.
Discovery
- C.
Visa
- D.
MasterCard
Correct Answer(s)
A. American Express
C. Visa
D. MasterCard -
- 4.
Customer called back and requested for the Shipping Information to be changed in the order after the purchase. Upon checking the order, you found out that it's now completed. Can we still change the shipping information of the customer in the order?
- A.
Yes
- B.
No
Correct Answer
B. No -
- 5.
What are the UPS delivery limitations. Select all that applies.
- A.
P.O. Boxes
- B.
APO
- C.
US Territories
- D.
Alaska and Hawaii
Correct Answer(s)
A. P.O. Boxes
B. APO
C. US Territories -
- 6.
If the order was completed 11:20AM EST and the customer selected UPS Next Day on a Friday, when will the customer receive the product?
- A.
Monday
- B.
Tuesday
- C.
Wednesday
- D.
Thursday
- E.
Friday
Correct Answer
A. Monday -
- 7.
In the GC Tool, what icon do we click to change the e-mail address of the Order Number?
- A.
Send DL/PW
- B.
Resend Confrim E-mail
- C.
Change Account
- D.
Change Customer Information
Correct Answer
C. Change Account -
- 8.
Due to a business meeting, customer is in Canada and wants to purchase an FPP product from MS Store. Customer has a physical address in the US and he has a credit card that was registered in the US too.
- A.
Inform customer that since he's calling from Canada, the call should be directed to MS Store Canada
- B.
Assist the customer and follow the New Order Process
- C.
Transfer the call to T2
- D.
Inform customer that we only support on shore calls
Correct Answer
B. Assist the customer and follow the New Order Process -
- 9.
What is the time frame for ESD refund for MS Store?
- A.
3-5 business days
- B.
3-5 days
- C.
24 hours
- D.
3-7 business days
Correct Answer
A. 3-5 business days -
- 10.
What are the products that are tagged "All sales are Final"? Select all that applies.
- A.
PC Games
- B.
Laptops
- C.
XBOX Games
- D.
RAM
Correct Answer(s)
C. XBOX Games
D. RAM -
- 11.
What is the process for expired or missing return label?
- A.
Tier 1 should escalate the call to supervisor
- B.
Tier 1 should escalate the call to MSCC
- C.
Tier 1 should escalate the case to T2 for return label request
- D.
Tier 1 should extend the ELOD
Correct Answer
C. Tier 1 should escalate the case to T2 for return label request -
- 12.
After processing the return for ESD of an HUP order, what is the wait time for the amount to reflect back in the account of the customer?
- A.
5-7 business days
- B.
1-2 business days
- C.
3-5 business days
- D.
7-10 business days
Correct Answer
A. 5-7 business days -
- 13.
What do we do if customer said that he lost the product key for Windows 7 and it's nowhere to be found . Customer still has the disc but the product was not purchased from us.
- A.
Inform the customer to call back the store where he purchase the product
- B.
Transfer the call to MSCC for license regeneration
- C.
Inform the customer that we only support customers who bought the product from us
- D.
Tell the customer that it's better for them to be assisted by Installation department
Correct Answer
B. Transfer the call to MSCC for license regeneration -
- 14.
What's going to happen if we capitalize the information of the customer on the Billing Address part?
- A.
Nothing. The order will still push thru
- B.
It will be automatically be "IN Review" status
- C.
It will be directed to a department where the order will be put on hold for 34 hours
- D.
It will be reviewed by the managers
Correct Answer
B. It will be automatically be "IN Review" status -
- 15.
After processing the FPP return, what are the e-mails that customer will receive? Select all that applies.
- A.
Return Authorization
- B.
User Order Confirmation Event
- C.
Return/ Shipping Label
- D.
UPS E-mail of Acceptance
Correct Answer(s)
A. Return Authorization
C. Return/ Shipping Label -
- 16.
Who do we need to ask if we need to extend ELOD? Slect all that applies.
- A.
Supervisors
- B.
Senior Agents
- C.
Co-Consultant
Correct Answer(s)
A. Supervisors
B. Senior Agents -
- 17.
True or False. A package trace will generally take between 8-15 business days for the investigation to be completed; T1 Agents, can tell the customer that they may receive an update and resolution within that time frame)
- A.
True
- B.
False
Correct Answer
B. False -
- 18.
For misroutes, do we need to create a desktop customer in CCF?
- A.
Yes
- B.
No
Correct Answer
B. No -
- 19.
What are the states without sales tax? Select all that applies.
- A.
Alaska
- B.
Delaware
- C.
Missouri
- D.
Montana
Correct Answer(s)
A. Alaska
B. Delaware
D. Montana -
- 20.
For ESD, what are the options for the customer to retrieve their product key? Select all that applies.
- A.
Access their MS Store account using a Live ID and Password (Used for the purchase
- B.
Thru MS Store Product description
- C.
Read the product key to your customer after verifying the account
- D.
Resend the e-mail confirmation to the customer's email address
Correct Answer(s)
A. Access their MS Store account using a Live ID and Password (Used for the purchase
C. Read the product key to your customer after verifying the account
D. Resend the e-mail confirmation to the customer's email address -
- 21.
What are the advantages of customer if they purchase the prodcut from MS Store? Select all that applies.
- A.
Secured accounts for product keys and purchases
- B.
Customers can save gas and energy
- C.
Promotional offers can be found anywhere. Big discounts.
- D.
Download availability
Correct Answer(s)
A. Secured accounts for product keys and purchases
B. Customers can save gas and energy
D. Download availability -
- 22.
What are the concerns that we support? Select all that applies.
- A.
Missing License Keys (ESD) for the software purchased from other websites
- B.
Order on Behalf
- C.
Order Shipment Status
- D.
Installation Assistance of Office 2010 purchased at MS Store last week
Correct Answer(s)
B. Order on Behalf
C. Order Shipment Status
D. Installation Assistance of Office 2010 purchased at MS Store last week -
- 23.
What are the tabs that we have under the ACCOUNT in MS Store? Select all that applies.
- A.
Payment
- B.
Browser Download
- C.
Download + Product Keys
- D.
32 Bit-Rate
Correct Answer(s)
A. Payment
C. Download + Product Keys -
- 24.
How do we validate if the .edu e-mail of the customer is still active?
- A.
By checking the DR Tool
- B.
By sending a 5 digit code thru CCF to the .edu and customer should read out the code correctly
- C.
By creating a ticket (SR)
- D.
By checking CCF. It should say "ACTIVE"
Correct Answer
B. By sending a 5 digit code thru CCF to the .edu and customer should read out the code correctly -
- 25.
In UPS, What does "IN TRANSIT" means?
- A.
Product already delivered
- B.
On the way from UPS to the customers address
- C.
Product already in the warehouse
- D.
Product already in review and ready for sending
Correct Answer
B. On the way from UPS to the customers address -
- 26.
For customers claiming tax exempt, what do we tell them?
- A.
Fax the necessary documents and we will validate
- B.
Inform customers that we have states that are tax exempted
- C.
Escalate to tier 2 for further assistance
- D.
Escalate to the managers
Correct Answer
A. Fax the necessary documents and we will validate -
- 27.
Order Status: For In Review order status, how many hours will it take the accounting department to complete the review process?
- A.
1-2 hours
- B.
4-6 hours
- C.
2-4 hours
- D.
1-4 hours
Correct Answer
C. 2-4 hours -
- 28.
Order Status: Orders that are suspected to be, or are, fraudulent.
- A.
Disputed
- B.
Open
- C.
Suppressed
- D.
Risk
Correct Answer
D. Risk -
- 29.
Order Status: Order has been placed and the payment for the order has been received and processed
- A.
In Review
- B.
Complete
- C.
Suppressed
- D.
Risk
Correct Answer
B. Complete -
- 30.
Order Status: Completed order in which the transaction settlement has been received for the entire $ amount of the order
- A.
Settled
- B.
Complete
- C.
Suppressed
- D.
Risk
Correct Answer
A. Settled -
- 31.
What will happen if the cancellation request was not successful?
- A.
The customer will not receive the product and call Microsoft to request for a return label
- B.
The customer will receive the product and will automatically receive a return authorization email from MS Store
- C.
Agent will call the customer to inform that cancellation was not successful
- D.
Nothing, the cancellation will always be successful.
Correct Answer
B. The customer will receive the product and will automatically receive a return authorization email from MS Store -
- 32.
If the order is in OPEN status and the customer called back for the order to be completed, what do we do in DR?
- A.
Press the "Enable" button located in your Task section. This will either allow you to complete the order by pressing the "Complete Order" button, or allow you to send a note to the Fraud Department requesting assistance
- B.
Inform the customer that their order has been held for review by the accounting department, which could take up to 24 hours
- C.
Press the "Complete Order" button located in your Task section to finish the order for the customer
- D.
Inform the customer that our records indicate this order has been refunded and we are unable to take any further actions with the order. A "Chargeback Inquiry" can be submitted through the Digital River Fraud team by Level 2 Agents
Correct Answer
C. Press the "Complete Order" button located in your Task section to finish the order for the customer -
- 33.
In the account page, where do we need to go for us to change the download options?
- A.
Download + Product Keys
- B.
Profile
- C.
Order History
- D.
Payment
Correct Answer
A. Download + Product Keys -
- 34.
Yes or No. Can customer use a GMAIL account as a LIVE ID?
- A.
Yes
- B.
No
Correct Answer
A. Yes -
- 35.
What is the tool being used to check for the delivery of products purchased from the Microsoft Store website?
- A.
FedEx
- B.
UPS
- C.
USPS
- D.
DHL
Correct Answer
B. UPS -
- 36.
When will the return shipping label expire after sending it to the customer?
- A.
3-5 business days
- B.
10 business days
- C.
10 days
- D.
5-7 business days
Correct Answer
C. 10 days -
- 37.
We support technical issues(URUR) if:
- A.
The customer is having an issue with his Internet connection
- B.
The customer is getting an error message when he opens an attachment
- C.
The customer bought Office 2010 last week and needs download and installation assistance
- D.
The customer bought the product from Best Buy
Correct Answer
C. The customer bought Office 2010 last week and needs download and installation assistance -
- 38.
Customer wants to cancel his order for Xbox 360, but the product already has a tracking number. What will be the response to the customer?
- A.
"I can definitely cancel your order."
- B.
"I'd be happy to contact UPS to cancel your order."
- C.
"Do you want to speak to my supervisor to cancel your order?"
- D.
"I apologize but the item is already In Transit. However, we can process a return and refund for this. Is that fine with you?"
Correct Answer
D. "I apologize but the item is already In Transit. However, we can process a return and refund for this. Is that fine with you?" -
- 39.
The MS Student Store is exclusively for college students.
- A.
YES
- B.
NO
Correct Answer
A. YES -
- 40.
The customer has a POBox billing address and wants to place an order for an Xbox 360 console. Will the product be deliverd to the customer?
- A.
Definitely. UPS delivers in PO Box addresses.
- B.
No, since we can not use a different shipping address from the billing address.
- C.
Yes, since customers will be given an option to use their home address as the shipping address.
Correct Answer
C. Yes, since customers will be given an option to use their home address as the shipping address. -
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Apr 03, 2015Quiz Edited by
ProProfs Editorial Team -
Aug 17, 2012Quiz Created by
Dencho1985
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