Lifetouch Canada Agents - Revalidation Quiz (Feb 2022)

When filing a Flypaper case, where you you put the details like the APO, Session, Name of Student, Access code?

• Email body

• Body of agent's notes

• Case details section

• None of the answers are correct

What is the name of the new communication channel that is exclusive to Canada Agents?

• Canada Communications Channel

• Canada PR Communications

• Canada UC Communications

• CS Canada Communications - All Brands

Answer explanation

Sometimes, you will need to ask a customer to send you something by email (example: photo of the child you need to find, or damage of he photo, sample email, screenshot of error, etc). What is the best way to do this?

• Give them your personal email

• Send them an email through Salesforce and ask them to respond from there.

• Give them your shutterfly email

• We can't accept email from customer.

Answer explanation

Avoid giving your shutterfly individual email as customer would potentially email you directly from there on. It is always best to correspond with customer through Salesforce.

*NEVER give your personal email ;-P

What can you do if someone transferred a call to you incorrectly or you notice that another agent made a mistake on a case?

• Message your supervisor

• Ignore. Everyone makes mistake!

• Reach out to the agent directly

• Submit coaching feedback form so the agent can get the necessary coaching

Answer explanation

Submitting coaching feedback is the best approach to make sure that the mistake will occur again. This will also help promote common understanding of our process and procedures.

See article 000001282 for steps on how to submit CF

How do you request for a sympathy package?

• Order it directly in CSS

• Open SNOW ticket so the Account Executives at the lab can order and send it

• Order it directly in CSP

• Call the Area Office

Someone from the school calls requesting for photos of a deceased student. What do advise the caller?

• Disconnect the call, you can't do anything for the customer.

• Ask the caller to ask parents to call us to request this

• Tell the customer we cannot provide photos for a deceased student.

• Ask the caller to send you the request through email using their school email account

Answer explanation

We will not be strict and ask parents to call themselves in this type of scenario. Asking the caller to send us an email using school account will ensure that this is a legitimate call. The last thing we want is to send sympathy package to a family by mistake or out of a false call.

We charge $15 to combine session for Prestige.

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Answer explanation

We don't charge for it. All we need to do if this is requested is to open SNOW ticket so the lab can combine images on multiple sessions.

Variety Magnet sheets can have NOGO (name on Grade On)

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Answer explanation

Variety Magnets are the only Variety sheets we don't print Name and Grade on.

What email address is currently associated with session ID 1502409269 in SOLO?

Answer explanation

Use PROD-CA SOLO Utils to see the answer!

Mom Darlyn called saying that she cant access her son's photos online. She gave you picture day ID QX401127QP and told you that her son is wearing a red buffalo plaid button up and dark blue cardigan. Why can't she pull up her kid's information?

• Because his kid is unnamed in the subject's list.

• Because her son was never photographed

• We will not be able to determine why

• Just refer this parent back to the school or studio

Answer explanation

Darlyn's son is marked as A2 in the student list. We should do a name change to get this updated on file.