Who To Ask And Where To Post
Before you start make sure that you've taken the Intro Quiz, otherwise we can't give you your rewards for completing this quiz until you've done it. Anyway relax and have fun, it'll only take about 10 minutes. This is a second Bronze quiz.
Put the name you want on your certificate in the Name box and put your giffgaff member name in the other one, otherwise we won't know who took it. Good luck.
- 1.
For which of these problems should you contact an Educator?
- A.
A member's goodybag has not recurred
- B.
A member needs to check their balance
- C.
To learn more about how to help
Correct Answer
C. To learn more about how to helpExplanation
Educators don't usually look into problems that members are having. Only in rare circumstances where members are unable to solve their problem through the Agents or the community do we step in and even then they can only prod the Agents.Rate this question:
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- 2.
You see the post below in General Discussion and you think it should be moved to a more relevant section. Where do you think should it go?"I've seen that giffgaff changed their goodybags in November 2012. Why weren't we asked? I'd like to get unlimited internet back on the £10 goodybag like I used to have!"
- A.
Help & Support, because they're looking for help
- B.
Welcome & Join, because it's relevant to people thinking of joining
- C.
Contribute, because it's a discussion about giffgaff itself
- D.
Stay in General Discussion
Correct Answer
C. Contribute, because it's a discussion about giffgaff itselfExplanation
While this member is asking a question about their giffgaff service, they also want to have a discussion about a change to our service, so it would go in Contribute.Rate this question:
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- 3.
You see the post below in Help. Where should it go? "I'm on an iPhone 4 right now but I want to upgrade to a BlackBerry. I've heard that I need a Blackberry add-on - how does this work? Also, does anyone know where I can get a good deal on a Z10?"
- A.
Stay in Help
- B.
Off-Topic, because they're looking for a new phone
- C.
Contribute, because they're looking for contribution
- D.
Join, because people joining giffgaff need to know about it
Correct Answer
A. Stay in HelpExplanation
The core of this post is a genuine question about how giffgaff works, and so this thread should stay in Help. A great post would also link to the deals thread in Off-Topic and suggest that they might get a good response looking for a bargain in there.
Incidentally, a good answer to this post would note that if they did choose a Z10, because it runs on
the BB10 operating system, a BlackBerry add-on is not required, and so this member could save
themselves some money.Rate this question:
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- 4.
Which of these is not a task that forms part of an Educators role?
- A.
Talk to members about anything and everything
- B.
Help members improve or learn more about giffgaff
- C.
Keep members in the loop about what's happening at giffgaff towers
- D.
Answer support queries
Correct Answer
D. Answer support queriesExplanation
Educators are here to make sure that the community runs smoothly and to talk to members about giffgaff in general. We're not the best people to answer questions, the community and the Agents are far better at it than us.Rate this question:
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- 5.
For which one of these reasons should you contact an Agent?
- A.
You have received an email saying that you've used your internet in a way that is against our terms and conditions
- B.
You want to cancel your active goodybag
- C.
You can't find something on the site
Correct Answer
A. You have received an email saying that you've used your internet in a way that is against our terms and conditionsExplanation
If you can't find something then the community will be able to help. You can't cancel any active goodybags so the Agents won't be able to help with that.Rate this question:
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- 6.
For which one of these reasons should you contact an Agent?
- A.
You want to report something inappropriate on the community
- B.
Your internet only works on wifi
- C.
You want to remove the bar on a replacement SIM
Correct Answer
C. You want to remove the bar on a replacement SIMExplanation
If your internet only works on WiFi then your best bet is to ask the community, they'll help you install your settings. To report something inappropriate on the community then use the report content feature. An Educator will then come along and take a look. Agent's are the guys to talk to about getting replacement SIMs to work.Rate this question:
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- 7.
When advising someone to contact an Agent what bit of extra information do you not need to give them?
- A.
An explanation of why they need to contact the Agents
- B.
An explanation of how to contact the Agents (Half way down the left side of your My giffgaff page)
- C.
How long it takes for an Agent to reply
- D.
A recipe for your mother's famous fruitcake
- E.
How to find responses from the Agents
- F.
A link to the Agents
Correct Answer
D. A recipe for your mother's famous fruitcakeExplanation
It's important that members understand why they need to contact the Agents and how. If they don't know why then they may delay and try to find help elsewhere; just giving a link to the Agents won't help them find their way next time so they'll be presented with the same problem, and lastly you should include a link in case they're on their mobile and so can't follow your instructions.
Also, I tend to find fruitcake a bit heavy, I prefer a good victoria sponge.Rate this question:
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- 8.
If you want to talk to a specific Educator, what is the best way to contact them?
- A.
Send them a private message
- B.
Use the report content feature from a post
- C.
Send an email to [email protected]
Correct Answer
A. Send them a private messageExplanation
We all check our messages, so a PM is the best way to go. A report will go to all Educators, but it's not very personal and it's quite a roundabout way of getting our attention. The same applies to [email protected], we all check this email address, but that's reserved for people who have no other way of contacting us. If in doubt it's best to contact us through the community.Rate this question:
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- 9.
Which of these is the correct way of advising someone to ask an Agent?
- A.
"ask an agent"
- B.
"You need to ask an Agent. Go to https://giffgaff.com/support/ask and they'll be able to help"
- C.
"Only the Agents can look into your account and sort this out for you so you'll need to speak to one of them. To talk to an Agent go to your My giffgaff page and you'll find links to them half way down the left hand side. Here's a link to it in case you're on a mobile - https://giffgaff.com/support/ask"
- D.
"This is something that only the agents can help you with so you'll need to contact one of them. To contact an Agent go to your My giffgaff page and you'll find links to the Ask an Agent form half way down the left hand side. Here's a link to it in case you're on a mobile - https://giffgaff.com/support/ask"
Correct Answer
D. "This is something that only the agents can help you with so you'll need to contact one of them. To contact an Agent go to your My giffgaff page and you'll find links to the Ask an Agent form half way down the left hand side. Here's a link to it in case you're on a mobile - https://giffgaff.com/support/ask"Explanation
"Ask an Agent" is probably one of the least helpful technically correct responses on the forum. Members need to know why they should contact an Agent and how to do. They may not even know what an Agent is let alone how to contact one so you need to walk them through the process.
You should also not say "speak to an agent" as that implies that you can actually phone them up; "contact an agent" is a better way of saying it.Rate this question:
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- 10.
What are the Agents?
- A.
Giffgaff employees who work from Ireland and sort out any problems that members aren't able to solve
- B.
Super amazing members who we have given administrative powers to in order to allow them to solve problems that other members can't
- C.
Giffgaff employees who work from Uxbridge and look after the community to keep it all in top shape
- D.
Giffgaff employees who work from Uxbridge and sort out any problems that members aren't able to solve
Correct Answer
A. Giffgaff employees who work from Ireland and sort out any problems that members aren't able to solveExplanation
The Agents are part of giffgaff and it's their job to make sure that any problem that can't be sorted out by members is fixed. They don't work in our head office in Uxbridge though, they're over in Ireland.Rate this question:
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- 11.
What are the Educators?
- A.
Super amazing community members who have been given special powers to allow them to keep the community in tip top shape
- B.
Giffgaff employees who spend most of their time in the community. They keep members informed of what's going on in giffgaff towers and do lots of work to keep the community running smoothly
- C.
Giffgaff employees who sort out any problems that members aren't able to solve
Correct Answer
B. Giffgaff employees who spend most of their time in the community. They keep members informed of what's going on in giffgaff towers and do lots of work to keep the community running smoothlyExplanation
We're giffgaff employees and we look after the community. We have a whole range of duties, but it's our job to make sure everything on the community is as good as possible. If you fancy a chat just send one of us a private message and we'd love to talk.Rate this question:
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- 12.
Which of these is sensitive information and therefore shouldn't be posted on the community?
- A.
Personal phone number
- B.
First half of post code
- C.
Full name
Correct Answer
A. Personal phone numberExplanation
It's important to keep personal phone numbers private and therefore not post them on the forum. Since the forum is a public place anyone can see anything placed on it, including annoying spam companies. It's just a good habit to be very careful about who you give your number to. If you see a personal number on the community make sure to report it so that an Educator can remove it.Rate this question:
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- 13.
Which of these is not sensitive personal information?
- A.
Personal email address
- B.
Full post code
- C.
A business number that you're trying to call
- D.
IMEI number
- E.
PAC code
Correct Answer
C. A business number that you're trying to callExplanation
Numbers that companies advertise such as support numbers are perfectly fine because it has already been advertised by it's owners. Personal email addresses can be targeted by spam so it's a good idea not to advertise them. Full post codes can be used to track someone physically, but the first half of a postcode is ok. IMEIs can be used maliciously in certain circumstances and PAC codes can be used to steal someone's number if they also know the number. None of these need to ever be posted on the community so it's just safest to keep them private.Rate this question:
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- 14.
Which of these could the community help you solve?
- A.
A member can't get their internet working
- B.
A member has received an email saying that they have used too much data and has been barred
- C.
A member has checked the sticky in the Service Updates section and found that a mast isn't working in their area
Correct Answer
A. A member can't get their internet workingExplanation
If a mast isn't working then O2 engineers will be on their way or even currently fixing it. If a member's data has been barred then they need to contact an Agent to explain what has happened. If a member's internet isn't working then the most likely cause is that they haven't installed their settings. The community will be able to help them work out what has happened and how to solve it.Rate this question:
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- 15.
If you're missing your Approved Helper badge how should you let us know?
- A.
Send a PM to an Educator
- B.
Fill in the form in the "Become an Approved Helper" thread
- C.
Raise a case with an Agent
- D.
Use the report content feature on a post
Correct Answer
B. Fill in the form in the "Become an Approved Helper" threadExplanation
While we love getting PMs (seriously, we love chatting to you guys) the best way is to fill in the form in the thread. This is a new addition so you might not have seen it. The Agents don't do anything on the community, so they won't be able to help with it.Rate this question:
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- 16.
Does this post contain sensitive personal information? "I'm trying to transfer my number. Here is my PAC code 12345678887 , please transfer it."
- A.
Yes
- B.
No
Correct Answer
A. YesExplanation
Yep. A PAC code on it's own isn't something that can be used by anyone else, but you can never be sure who knows your number. If someone knows your number and your PAC code they could in theory steal your number.Rate this question:
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- 17.
What's the quickest way to notify the Educators of something on the forum?
- A.
Send an Educator a private message
- B.
Raise a case with the Agents
- C.
Report content directly from the post
Correct Answer
C. Report content directly from the postExplanation
If you PM an Educator then you have to wait for that Educator to read the message. If you report it then the first Educator to see it will be able to sort it out. You should never raise a case with the Agents about anything community related because they'll just pass it on to the Educators so it just wastes their time and takes longer for it to be sorted.Rate this question:
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- 18.
How long does it take for an Agent to reply to a case?
- A.
Up to 24 hours
- B.
Approximately 4 hours
- C.
Up to 48 hours
Correct Answer
A. Up to 24 hoursExplanation
Normally Agents reply well within 24 hours, but they only guarantee to reply within 24 hours. If someone hasn't been replied to by an Agent within 24 hours then they should contact an Educator so we can poke them to see what's up.Rate this question:
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- 19.
How quickly will an Educator reply to your private message?
- A.
As soon as they can
- B.
Within 24 hours
- C.
Within 3 days
Correct Answer
A. As soon as they canExplanation
Educators don't have a specific time that we try to reply to PMs, we simply reply to them as soon as we can, so if you need an Educator urgently the best way to do it is to use the report content button. Normally we'll get back to you that day, often pretty quickly, but since we have lots of different duties and work varying shifts don't be offended if we don't get back to you for a few days.Rate this question:
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- 20.
For which of these should you contact an Educator?
- A.
You haven't received your Approved Helper badge yet
- B.
A member wants to cancel their goodybag early
- C.
The Agents haven't responded to a case for over 24 hours
Correct Answer
C. The Agents haven't responded to a case for over 24 hoursExplanation
It can take us up to 3 days to get a badge to you. Normally it's a lot quicker, but sometimes it can take a few days. If you're still expecting your badge after 3 days then fill in the form in the "Become an Approved Helper" thread.
If the Agents are taking over 24 hours to respond to a case the Educators can chase them up, but this is very rare. Remember that Educators usually don't handle any support queries at all.Rate this question:
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- 21.
For which of these should you contact an Agent?
- A.
You can't find your car keys
- B.
You think there is a problem with a mast in your area
- C.
Your new £15 goodybag only has 35 minutes, but you haven't used it since it started
Correct Answer
C. Your new £15 goodybag only has 35 minutes, but you haven't used it since it startedExplanation
Unfortunately the Agents aren't psychic (yet) so they won't be able to help you find your car keys. If you want to find out the status of the service in your area then check out the sticky in the Service Updates section.
The Agents will be able to look into why your goodybag is missing minutes, but in a lot of situations the community will be able to help you try to work out why they are missing, it could just be down to misunderstanding.Rate this question:
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- 22.
Which section of the community would this go in? "I can't get my whatsapp to work"
- A.
Help, because they're looking for help
- B.
Join, because it's a review of giffgaff
- C.
Off Topic, because it's not a giffgaff related help question
- D.
Contribute, because they're trying to improve giffgaff
Correct Answer
A. Help, because they're looking for helpExplanation
While it's not strictly a giffgaff related problem it is a problem that is preventing them from using their giffgaff service to it's full potential, so we're very happy for them to use the Help forum to get it sorted.Rate this question:
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- 23.
Which of these do Educators not do?
- A.
Wear mortar boards and gowns everyday
- B.
Drink lots of tea
- C.
Write exciting Approved Helper quizzes
- D.
Join in on the community
Correct Answer
A. Wear mortar boards and gowns everydayExplanation
Despite our title, we're not actually teachers from a Beano comic, so no fancy hat and gown for us. We do a whole load of different duties including writing these quizzes. Having said that, there isn't any reason why we shouldn't dress up. I probably still have mine lying around somewhere.Rate this question:
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- 24.
If a member asked an Agent 23 hours ago about a problem what should they do?
- A.
Sit tight, the Agents will get back to them
- B.
Panic
- C.
Contact an Educator
- D.
Raise a new case with the Agents
Correct Answer
A. Sit tight, the Agents will get back to themExplanation
Agents get back to members within 24 hours, so they would still have an hour to get back to them. 23 hours is cutting it fine, but there's nothing that an Educator can do if it hasn't been 24 hours. Just have faith, it's pretty rare that the Agents slip out of their 24 hour target. There's also no need to raise a new case, in fact this can sometimes even delay the time it takes for the Agents to get back to you.Rate this question:
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- 25.
Who are the best people to ask about internet settings?
- A.
The community
- B.
The Educators
- C.
The Agents
Correct Answer
A. The communityExplanation
I, an Educator, know a fair bit about settings, but the community know pretty much everything. A single Agent won't be able to know everything that the community collectively knows. The community will be able to impart all of this knowledge within minutes so you're definitely the best lot to ask about most problems.Rate this question:
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May 01, 2023Quiz Edited by
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Apr 26, 2013Quiz Created by
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