Test tuần 20/2024 - AR

Select conditions of customer that agent can cross sell SWE (13/5-17/5)

(choose correct answers)

• Customer left good reviews

  or Customer is satisfied with agent's support

• Store is actively selling

• There are many slides/ images on front store

• Store has >50 orders per month

• Store has <70 speed score

I can use a 7-day trial on the Starter plan, then move to the Essential plan and have another 7-day trial

• True

• False

What should an agent do when a customer requests to export reviews?

(choose correct answers)

• 1. Reject right away since app does not offer this feature

• Ask for reason then noted down as an n/a feature

• 1. Ask for reason, inform the customer that we can only export published reviews on front-store.

  2. Export even customers don't want to give reason

• 1. Using admin tool to export all reviews

 I accidentally deleted all the reviews. Can you help to revert all of them?

(choose correct answers)

• Confirm the reviews’ sources, if they can be re-imported, guide customers to redo

• If the review quantity is not many, use admin tool to revert them

• If store has more than 300 reviews, inform customers that we do not have a feature to revert the deleted reviews. But we can request the Dev team to help, customer need to wait for 12-24 hours

• Apologize as reviews cannot be reverted

I want to edit countries, is it possible?

(choose correct answers)

• Sorry, we don’t support to edit the reviews due to Shopify's policy about reviews' transparency

• 1. Yes, we have bulk edit country feature

  2. Manage reviews > Edit reviews > Edit country code

• Guide customer to hide country in Show reviews

• Ask TS support

• Edit by CSV file

Customer wants to show all reviews of all products

Provide all solutions that agent can support

Customer use old widget version and review widgets load slowly on front store.

Provide him suggestion

On 8AM shift, which chat do you need to assign to your box and continue to follow up?

• Pending fulltime

• Partnership

• Pending DEV

• Refund

When starting a shift and receiving on-going case, what should agent do?

• Leave the chat and support new chat first

• Immediately inform customer that you continue supporting them. You will inform them when the case has any update

• Don't have to send message yet because previous agent asked them wait

Which options agent needs to tick/ select on OPR after cross sell?

(choose correct answers)

• Tick CR_TO

• Select Swift at Cross-sell to

• Tick RT

• Select Swift at Cross sell Order