LAST RECAP

True/False: If a customer asks 2 questions in the same ticket that require separate macros to answer, we can combine the macros to ensure both questions are answered.

• True

• False

True/False: A customer's ticket should be escalated if they have how many orders within the past year?

• 5

• 10

• 12

• 15

What is the first action you would take after reading the entirety of a customer ticket?

• Select the correct macro

• Check for any other new or open tickets

• Check the customer’s most recent order

• Respond to the customer

Gift Codes can be used on all of the following except

• Try Before You Buy Orders

• Regular Orders

• 60 Day Orders

• International Orders

True/False: When a code is generated for a customer in Magento, what happens immediately following?

• A new ticket is created from the customer

• The code is sent to the customer via email

• The customer's ticket is automatically solved

• The code is automatically inserted into the ticket

All of the following are reasons why we merge all new or open tickets from the same customer, except:

• Ensures communication with the customer is clear and concise

• Zendesk does not allow 2 open tickets from the same customer

• Avoids 2+ tickets with the same issue or complaint from the same customer

• Saves times

The first descriptor in the naming convention of a macro is:

• Issue details

• Country

• Order type

• None of the above

The IL MAKIAGE customer service mission includes all of the following except:

• Communicate to the customer when they are wrong and why

• Identify unhappy customers before losing them

• Convert unhappy customers to happy ones

• Convert returns to exchange

Which country is this order from and what does the "-1" indicate? Order Number: 30027691-1

• United States; Recurring Buy

• United States; Exchange

• United Kingdom; Recurring Buy

• United Kingdom; Exchange

What is the best selling product at IL MAKIAGE?

• Woke Up Like This Foundation

• After Party Foundation

• Mineral Baked Bronzer

• Icon Mascara