Test tuần 3/2025 - AR

List steps that agent needs to support and record when customer want to copy reviews (n/a feature)

Store has 2000 products but customer only wants to import reviews from Amazon.

She asks you import reviews for all products, provide your answer:

You have guided customer how to change color of star, he intends to ask you do it. Will you help customer? Are there any notes you want to state with customer?

Customer from Sales Box app needs to solve an issue, provide your support when fulltime is not working

"I submitted XML file and waited for 3 weeks, why the status is still inactive? When it will be live?"

When announcing customers that their request is done, which elements should be mentioned?

(choose correct answers)

• Screenshot/ video to prove that request is done

• Thanks for customers' waiting

• Information that TS team need customers note

• Inform that customer can ask if they have further request

• Root causes by app back-end

  (migration, issue from admin tool, issue from DEV team)

After an overload shift, which points you need to check when hand-over late?

(choose correct answers)

• TSM status

• If there is missed case that you have not followed-up yet

• All chats in shift have been recorded on CSM
  

• Make sure next agent take all on-going case from CS box

• Notes in all chats

If customer deactivates store/ uninstalls app/ away from live-chat and she is worrying how she could keep communicating with our team, how can agent answer her?

• She needs to keep the app installed until the case is resolved

• When customer is offline from live chat. Our reply will be sent to her mail. She can reply to the mail thread.

  Confirm mail address that we will send to, add or change another mail address if customer requests

• She must open a new mail thread sent to [e-mail]

• She can contact us on live chat of app's landing page

Every customer has different context and approach to get error/issue.

Agent must read and listen to detail of customer complaint/ description.

Make assumption at the beginning might cause misunderstanding the entire support process.

• True

• False

Which techniques agents need to know when supporting CSV?

(choose correct answers)

• How to download CSV file, how to find the file's location

• How to sort review/data

• How to edit data format such as date and plain number

• How to upload image as URL

• How to delete reviews