Week 24

What should I do if I accept a case that already has PWF in-progress?

• A. Continue with the PWF

• B. Cancel an existing PWF

• C. Start a new one if necessary

• D. Both A & C

While auditing an ATM case, you see that there is a PWF left in WIP by previous associate and the associate for whom you are conducting audit has launched the correct PWF and completed. What should audited mark FCP:

• Yes

• No

When don't associate have to select an L3? Select all that applies

• A) The content of the case is not in a language you can read

• B) Not trained in that skill and need to transfer the case to a specialist and/or another team

• C) There is pending TT on case and associate is providing information in TT and keeping case in PAA

• Both A & B

I have a case that I am not skilled to handle and I also see it in 911 queue, what should I now?

• Transfer the case to the other queue (without any action)

• Follow the SOP “ handle an 911 contact”, share the response with seller and then proceed with transfer.

• Considering it is in 911 contact, please take an andon and handle it

You are auditing a Transfer case, where associate launched and followed the correct PWF. The PWF asked associate to transfer the case to specific queue. What should you capture for question Did the Associate confirm or select the correct Seller Task?

• Yes

• No

• NA

The seller contacted about selling policy violation and informed that they have removed the ASIN from account and have taken corrective measure. In this case, associate should launch and follow PWF Listings and Offers > Manage Listings > Listing Not Buyable. Select true or false

• True

• False

It is mandatory for all the 911 cases to have an outbound sent before they are transferred to another team. Blurb: seller_911_transfer

• True

• False

The IQM L4 goal is ?

• 95

• 90

• 99

• 85

The Outcome Accuracy goal is ?

• 95

• 90

• 99

• 85