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October 24, 2021 -- Process

This assessment serves as a reminder of the processes to follow for different kinds of situations. From the questions listed below, select the most appropriate procedure on handling certain issues or concerns.

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Question 1 of 10

For a case where the customer is experiencing issues with integrating their custom email domain, complaining that the status of the connection has been stuck on “pending,” which team do you need to reach out to?

A

Email Compliance

B

Team Leads

C

Tech Leads

D

Tier 2

Question 2 of 10

When the customer is requesting for certain texts on their site to be translated, how will you have the Tech Lead team fulfill the translation request?

A

Escalate the ticket

B

Reach out to Tier 2s instead

C

Use the Tech Lead side conversation macro

D

Use the Translation Request macro

Question 3 of 10

If the site does not have any transactions, and the customer provided these details after acknowledging the detachment disclaimers, can you consider this as sufficient information?

Site url: elijahkajabi.com
Reason for detachment: PayPal not working
Are you the account owner: yes
Contact email: [email protected]

A

Consult Tier 2s

B

No

C

Still post it in support for detachment

D

Yes

Question 4 of 10

What is the best procedure to handle cases where a customer/user is reporting that their account has been used by unknown users to send emails, and are now locked from their account?

A

Escalate the ticket to Tier 2s

B

Have the Team Leads change their password for them

C

Report the case to Tech Leads

D

Reach out to Team Leads for confirmation of escalation to Email Compliance

Question 5 of 10

When needing to use information encapsulated within an unverified guru card regarding a Kajabi site, how do you delivery the correct information to the customer

A

Check if the information makes sense, then provide the details to the customer

B

Have the Team Leads verify the card

C

Report the card to Tech Leads to check if the information is still accurate

D

Use the Tier 2 question side conversation macro to report the unverified card

Question 6 of 10

The most efficient way to handle a known issue is to:

A

Automatically escalate the ticket as advised

B

Confirm escalation with Tier 2s

C

Confirm escalation with Tier 3s

D

Escalate the ticket to the Tech Lead team

Question 7 of 10

There is no need to detail the escalation notes, after being advised in a slack thread, because:

A

All the details are available in the thread

B

Instead, provide as much relevant information as possible

C

It’s up to the Tech Leads to decide which information is relevant

D

There were no specifications by the adviser for any specific details to be added

Question 8 of 10

For instances where the customer is complaining that their email broadcast is stuck on sending, what procedure should be followed?

A

Consult Tech Leads

B

Escalate to the Email Compliance team

C

Have Tier 2s investigate

D

There must be a known issue guru card advising what to do

Question 9 of 10

The customer is asking for a feature that enables them to configure permanent settings on their site, for this case, the Calendly account connected to their Kajabi site for Coaching programs. How should you treat the case?

A

Developer intervention

B

Feature request

C

Tech Lead intervention

D

Tier 2 escalation

Question 10 of 10

When faced with an issue that has the customer concerned about who made certain changes on their Kajabi site, what is the best procedure to provide them with information about the culprit?

A

Advise the customer that the details will be provided by the Tech Lead team

B

Advise the customer to submit the DSAR form

C

Consult Tech Leads for approval of having the customer submit the DSAR form

D

Have Tier 2s check their logs to see what happened on the backend

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