StraitsX - Maret 2023

To handle User reporting related to Fazz Business SG, CS will send a verification question to ensure that the report is correct from the Merchant, with the conditions?

• When CS will make changes to user accounts in Keycloack and if CS needs to provide information regarding the account or if CS will make changes to user accounts in Admin Panel

• When CS will escalate the ticket to the relevant team

• When a user makes a report with case category complaint or request only

• All answers are correct

Which statement is true regarding the escalation process to Fazz Biz Engineer for Fazz Business reporting tickets from User SG?

• The issue will be escalated to the fazz-biz-frontend-eng-support team on the fazz-biz-sg-cs-escalation Slack group

• All escalations from CS will use a Google Form whose notifications will be received by the Engineer team on the Slack channel fazz-biz-eng-support-request

• CS will escalate via Zendesk's Internal Note, then change the case owner to Engineer and submit the ticket as On Hold

• CS will escalate via Google Form which will then be received by the Engineer team on the Slack channel fazz-biz-sg-cs-escalation

What should CS SG do if the User does not respond after one week of follow up process?

• CS will escalate to the Lead team to continue the FU process to the User making a telephone connection

• CS can solve the ticket by providing information to the user that their account will be blocked for an indefinite period of time

• CS can escalate tickets to Payment Recon to perform Bank Recall process

• CS will do FU again to the User for a maximum of 1 week

Case category Complaint::Account Issue::Unable to login to account can be used for the following issue except?

• The user cannot log in because the email is invalid

• User cannot log in because of invalid Username and Password

• The user cannot log in because they do not have an authentication code

• User cannot log in due to account take over

After CS receives the complete document from the User for changes to personal data, where should the User upload the data?

• At RFI Admin Upload menu in Service Panel

• At Audit Trails menu in Admin Panel

• At RFI Admin Upload menu in Admin Panel

• At Audit Trails menu in Service Panel

What are the correct conditions regarding the annual spending limit for XSGD?

• Limited to 5000 XSGD per year

• Limited to only 30,000 XSGD per year

• Limits are adjusted to the limit settings made by the User

• There is no annual spending limit for XSGD

What should CS do if they receive a report from Hoiio containing problems (which do not need escalation) but no other reporting tickets are found?

• CS will open the Hoiio ticket so that another CS can continue the process

• CS will submit the ticket as Solved because no other reports have been found

• CS will send an email to the User to confirm the problem

• CS will contact the User and provide an answer to the report

CS in charge of monitoring FazzBiz & StraitsX transactions will check on?

• On the Slack channel #stx-gemini-cs-sync

• On Notion Blocked Transactions

• On the Blocked VA Transactions Page tab and the Unclaimed Bank Rows Page tab in the Admin Panel

• On Gsheet Blocked Transactions

What should the CS team do if they receive a request ticket from the Sales team that doesn't require escalation?

• CS can answer questions submitted by Sales

• CS can immediately Solve the ticket by giving an internal note 'No need for escalation'

• CS direct Sales to check the FAQ to find the answers asked

• CS can use the 'Spam' macro then Solved the ticket without having to reply to Sales

The following are issues related to Earn, except?

• Earn's account is blocked due to Fraud

• Withdrawals from Earn are not completed until the next business day

• The Earn transaction status is stuck for a long time

• An error occurs when there is a transfer or withdrawal of funds in Earn