L2 Training Quiz

Bi-Monthly Delivery and focusing on the action items, are part of New Initiatives on Personal Analytics Docs 2024

• True

• False

Our docs team is all ready with the personal analytics . They might contact and have a cadence with you in this August. What do you need to support as L2?

• Proactively discuss the docs concern to Assigned PIC

• Be an active sources of knowledge to docs team since you’re the knowledge master

• Be aware with the structured of our decision tree format

• Ignore cadence due to its less priority

What is the pain points of Inconsistent Communication Format?

• L2 didn't have fix composition to uniform summary to inform L1

• L2 didn't have fix composition to uniform summary to escalate to product team

• L2 didn't have fix composition to uniform their summary to inform merchant

• L2 have inaccurate ticket field

How's expected condition for escalation composition to product team

• Findings (Superficial Investigation)

  Hypothesis

  Ask (Corrective)

• • Findings (Deeper Investigation)

  Hypothesis

  Ask (Corrective & Preventive/ Feature Improvement)

  Potential Impact

Provide Acknowledgement, Findings, Knowledge Reference, Next Step (Corrective action), and Preventive action, if needed are expected condition for uniform summary to inform/ educate L1

• True

• • False

How's expected condition for composition to inform merchant

• Findings

  Next Step

• • Ack,

    Findings,

    Knowledge Reference, if needed

    Next Step

What is the root cause of the L2 resolution time not meeting the target?

• Back and forward flow from L2 to L1

• Confusion on L1 or L2

• Occupied with meetings

• Inaccurate ticket field

What is the preventive action suggested for inaccurate ticket fields?

• Dont make it as L2, if it’s a product/ partner escalation

• Prioritize Zendesk Ticket

• Ignore ticket field

  Especially on Action item by CS

• Ensure to make it as L2, eventhough it’s a product/ partner escalation

Replied to Customer Directly and Educate L1 agent is the preventive action suggested for Back and forward flow from L2 to L1

• True

• False

What is the preventive action suggested for occupied with slack escalation, meetings and other?

• Always prioritize your zendesk ticket as the main priority of your daily task

• Reply and resolve as soon as you can

• Product investigation

• Inform your group buddy for the almost breach ticket to be handled, once you have an important meeting