Knowledge

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Test Your Knowledge on Customer Experience

Welcome to the Customer Experience Knowledge Quiz! This quiz is designed to assess your understanding of crucial concepts in customer experience management. Whether you're a professional in the field or just looking to increase your knowledge, this is the perfect opportunity for you!

10 engaging questions
Multiple choice format
Immediate feedback on your answers

10 Questions2 MinutesCreated by EngagingCustomer5

Which is unnecessary quotes

ĸ�坈好呀＝愿您有个好心情＝ღ( ´･ᴗ･` )

Greetings at the beginning of chat [早上好/下坈好/晚上好/早安/坈安/晚安 /节日祝禝/新年快九/圣诞节快九]

Not encourage to use survey pitch template

Ǩ�後，您將收到一份調查啝坷。這非常簡短，坪有幾靓啝題，這將有助於我們的朝務質針以幫助我們改進。若您滿愝我們今天的朝務，并且誝爲我們已經戝功解決了您的啝題，還請您在朝務調查報告的第一題點擊〝是】。坝之，若您丝滿愝我們今天的朝務，則點擊〝坦】。

Ǩ�後，您將收到一份調查啝坷。這非常簡短，坪有幾靓啝題，這將有助於我們的朝務質針以幫助我們改進。若您滿愝我們今天的朝務，并且誝爲我們已經戝功解決了您的啝題，那麽還請您花點時間爲我們的朝務坚出評分哦~

Which one CX Skills Communication part is Not Demonstrated

Ɯ�關您的照片我們有爲您查看了是沒有啝題的哦。

ņ�部专业审核团队坕独为您完戝审核

ƈ�们睆解您沮丧的感块

Ŧ�果是我也会这么想

All above

Which will be considered as a ZTP violation under Fraud?

Following the correct procedure in changing the status of the case and providing the necessary update or response to the client

Manipulation or intentional to delay case closure and survey delivery, unauthorized changing of case status and failure to send a follow-up e-mail to the advertiser

Intellectual Property (IP) Disabled Ad Accounts : What are the correct escalate steps for unmanaged clients?

Ask the client for more information to help them process the appeal

Advise the client they can file an appeal directly.

What is the correct statement for autoclose case?

You will see an additional email being sent to clients after 24 hours indicating that we are waiting on information from them to proceed with their issue.

The automation after 48 hours remains the same with another email and the case being closed into Done No Response status.

No more escalated cases auto closed by bot, and agent just need to manually check the escalation result and close it.

All and above

For Page Banhammer issue, if UBD shows there is a pending appeal, appeal is rejected no retry or final decision, do we still need help to proceed with the escalation?

Yes

For User Banhammer issue, if in UBD you see the disable reason is "Rebanhammer", do we still need help to proceed with the escalation?

Yes

Knowledge

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