Weekly Updates Quiz Week67

6 Questions | Total Attempts: 67

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Questions and Answers
  • 1. 
    What is your name? 
  • 2. 
    The new version of the Premier Agent Application (4.18) was released 5/24. What is the update on the application from the recent release? Select the best answer
    • A. 

      Agents can reach out to their account Rep or get in touch with Sales.

    • B. 

      Agents can see their submitted help tickets, but will not see responses.

    • C. 

      This update will require agents to specify why a lead is spam.

    • D. 

      Alan is now able to submit feedback, application rating, tech issues from the application.

  • 3. 
    Alan reaches out to Agent Care because her video walkthrough isn’t uploading on her listing. What are some trouble shooting steps we can try before we request the agent to uninstall/reinstall the Premier Agent Application? Select all that apply 
    • A. 

      Have the agent re-record the video using the consumer application.

    • B. 

      Have the agent sign out and sign back in the application.

    • C. 

      Report this as a bug to the Bug Team.

    • D. 

      Make sure the agent has the most updated version of the Premier Agent Application.

  • 4. 
    Non-VVIP Agent Care Consultants should not be working VVIP Strategic Support Tickets. What should a non-VVIP Agent Care Consultant do if they come across a Strategic Support Ticket? Select the best answer
    • A. 

      Reassign the ticket to Trisha Jones.

    • B. 

      Reassign the ticket to their Team Manager in Zendesk.

    • C. 

      Reach out to the Strategic Account Executive assigned to the VVIP so that they can assign to Strategic Support

    • D. 

      Email the Strategic Support email alias with the Zendesk and Salesforce link so that the team can reassign appropriately.

  • 5. 
    How should an Agent Care Consultant advise when they get a call/email/ticket asking about the new phishing email, “10x Top Listings”. Select all that apply 
    • A. 

      Please ask the agent to NOT click through anything and promptly mark as spam and delete.

    • B. 

      Report this incident to your Team Manager.

    • C. 

      Inform the agent, “If you clicked the link included in the email, please take a moment to change your Zillow Group password as soon as possible, along with your other online accounts that use the same credentials. We also suggest that you monitor your email account and other online accounts for suspicious activity.”

    • D. 

      Inform them that they can also confirm the legitimacy of an email from Zillow Group by looping in their Business Consultant, who can find out whether or not we’ve sent them any recent communication.

  • 6. 
    Alan reaches out to Agent Care about a negative review that includes erroneous information. They want you to remove this review immediately as they are saying it is non-legitimate. How should you advise? Select all that apply.
    • A. 

      Advise the agent to flag the review for re-moderation (remember you can also flag the review on the agent’s behalf).

    • B. 

      Reach out to the Moderation Team directly through email if the agent spends > $400. They should be able to escalate the removal of the negative review.

    • C. 

      Advise the agent to respond to the review publicly if they already haven’t, as potential clients who are reading reviews often are more interested in how the agent interacts with their clients rather than the review itself.

    • D. 

      Reach out to the Moderation Team directly if the agent has already flagged the review. This will escalate the re-moderation process.