KC #1

1.

What is the Right Resolution to help a customer who forgot his password?

Help them start a new account.

Help the customer send themselves the password reset email

Send them a password reset email from Obiwan.

Change their password for them in Masquerade

2.

What criteria does Netflix use to order My List? (Select all that apply.)

New seasons available.

Taste Preferences and Viewing History.

Recently added to My List.

Expiring Content.

3.

What actions or steps can you take with Level 1 verification? (Select all that apply.)

Send password reset email

Walk a customer through changing their plan.

Change their email address.

Reveal billing dates and amounts

4.

What is the Netflix Flow?

Assure, Understand, Resolve, Send to Survey

Assure, Verify, Right Resolution, Close

Verify, Assure, Right Resolution, Close Verify, Assure, Right Resolution, Close

Assure, Identify, Right Resolution, Close

5.

According to KB, what are the possible Right Resolutions for a customer whose credit card payment method failed? (Select all that apply.)

Cancel and restart account

Retry payment method

Try another payment method

Contact card issuer

6.

How long can it take for streaming to resume after a customer has come off a purchase failure hold?

Streaming resumes immediately

60 minutes

30 minutes

Up to 24 hours

7.

True or false, agents can change Parental Controls if a customer asks it to be changed and the agent has Level 2 verified.

True

False

8.

What are your four main tools as a Netflix Customer Service agent?

Obiwan, Products, Experts, Chat

Obiwan, Internal KB, Notifications, Products

Obiwan, KB, Products, Experts

Obiwan, Help Center, Internal KB, Masquerade

9.

Where can you see all of a customer’s billing information in Obiwan?

Plan Details

Under the Billing Tab

Under the MOP link

Masquerade

10.

Where should you check for new and important Netflix Customer Service information?

External KB

Notifications in Obiwan

Your email inbox

The blue alerts section inside an Obiwan ticket

11.

Name at least 3 methods of payment for the regions you will be supporting.

Mastercard

Direct Debit

Paypal

Pre-paid Visa

12.

Which of the following are the Right Resolutions for when a customer has yet to receive a password reset email after sending it to themselves? (Check all that apply.)

Check Obiwan to see if an agent has already sent the password reset email

Have the customer check their junk mail folder

Update the email address on file

Send the password reset email from Obiwan.

13.

Which of the following is not a non-member talking point?

Commercial-free content

Free month trial, cancel at any time

Exclusive content only on Netflix.

1000’s of titles on 100’s of devices

14.

In what instance would we collect funds during an authorization?

When a customer adds or updates a payment method.

When a customer is past due on their Netflix bill.

Netflix never collects authorization amounts.

The customer is using a prepaid card.

15.

How long will Netflix attempt to collect funds when a Subscription Order fails?

24 hours

15 days

1 week

30 days