Quiz 10

1.

1 point

A customer contacts support because they lost their Fitbit Surge. What do we do?

We troubleshoot, and if troubleshooting fails, we do not replace the tracker

We troubleshoot, and if troubleshooting fails, we escalate the case to Tier 2.

We troubleshoot, and if troubleshooting fails, offer the customer a replacement Zip, One of Flex.

We troubleshoot and if troubleshooting fails, we replace the Surge

2.

1 point

What is a feature exclusive to the Surge?

PurePulse

Auto sleep tracking

Music control

Silent alarms

3.

1 point

A customer contacts support. Their Flex wristband is broken. What do you do?

Ask for two pictures of the damage and consider replacement options

Confirm the tracker is paired to a Fitbit account and replace it

Ask the customer how it broke and decide whether we should replacement

Confirm the tracker is paired to a Fitbit account and consider replacement options

4.

1 point

What are the key differences between Charge and Flex?

Flex is water resistant for up to 10 meters, has an LED dot display and has an accelerometer

Charge has a numerical display, altimeter and can receive call notifications

Flex has an altimeter, an LED light display, and is water resistant for up to 10 meters

Charge has an altimeter, numerical display and goal notifications

5.

1 point

A customer emails support because they believe their active minutes are not accurate. What is not a correct probing question?

What activity were you involved in?

What time did the activity take place?

Did you place the tracker in activity mode?

Where you on a treadmill or running on a path?

6.

1 point

What is the difference between the Fitbit One and Charge?

One has a flower, lasts from 10-14 days on a full battery and comes in two sizes

Charge is a wristband tracker and lasts up to 10 days on a full battery

Charge has an altimeter, numerical display and a flower

Charge has an altimeter, is a wristband tracker, and has a progress bar

7.

1 point

Why is information about Force on help.fitbit.com? Select the best option.

We still sell Force

Information about the tracker does not exist

We still support Force

We want our customers to see the amount of trackers we've produced

8.

1 point

When escalating to T2, we always have to translate the email to English if it's in another language.

True

False

9.

1 point

A customer contacts support because they would like to deactivate their account. According to the process, what must you change the password to?

d3l3t3d

advocate123

fitbit123

deleted

10.

1 point

A customer contacts support because when trying to setup their tracker, they receive a #541 error code. What could this be caused by?

It's a Hot Issue

Fitbit Connect Dongle error

Fitbit Connect Sync error

Customer's age