TBC TRAINING 2024 Quiz 3 - Platforms Pt1- Zendesk and Shopify

True or False: Slack can be used as a source of gathering information by searching for past conversations/ updates.

• True
• False

• Maybe

______ is the system which houses all orders placed on our website, manual orders placed by our team, customer/order information, and gift cards.

• 1. Shopify

• 1. Loop

• 1. Channel Ape

• Zendesk

• Returns Portal

Which icon on the Zendesk side bar should be used to access our main inbox?

• Home

• Views

• Reporting

• Inbox

How do you check a customer's ticket history? (Select all that apply)

• Click the Customer Name when viewing the ticket

• Select the Ticket History under Apps on the Sidebar

• Click Admin > People on the Sidebar

• Click User Profile on the apps sidebar

When should we merge tickets?

• If we receive more than one ticket from the same customer

• If we have the same query from different customers

• If we are sending a follow-up email

• When closing a chat

Which of the following should we use when assigning tickets to another agent?

• Submit as Solved

• Submit as New

• Submit as Pending

• Submit as Open

If a contact reason is followed by a double asterisk (**), what does mean?

• The appropriate SKU should be added.

• These tickets should be escalated

• A tag should be added to the ticket

• The ticket should be submitted as pending

The Restock option SHOULD be ticked when canceling or refunding orders in Shopify.

• False
• True

• Occasionally

The CX - Address Change SKU in Shopify can be used when expediting international orders

• True

• False

Gift cards issued from returns can be disabled.

• True
• False

• Maybe