Wave 6 Week 1 Assessment

1.

1 point

What UA2 page is the Action bar on?

Profile

Payment

Playlists

Salesforce

2.

1 point

When a customer gives the full 16-digit card number, the correct thing to do is?

Reply to customer and educate not to include the full 16-digit card number

Advise Team captain to mask the full 16-digit card number

Consult Helpdesk

Escalate to Exec

3.

1 point

Broken Hulk accounts can be closed without verification, regardless of the subscription.

True

False

4.

1 point

A customer already had the 7-day Premium trial last month. After learning that there is an ongoing promotion of $0.99 for 3 mos., she immediately tried to subscribe using her friend’s card. However, customer was charged the full price. What can be the possible reason?

Customer already had 7-day trial last month

The current offer is only available for the first 30000 subscribers

The payment method might’ve been used before to pay for Premium

The card doesn’t have enough credit on it

5.

1 point

When closing an account, what part of UA2 do you click? Please check this image: https://drive.google.com/open?id=0ByAFQIv5wftwR2pTV0ZQcVBTZmM.

A

B

C

D

6.

1 point

What do you need to click in order to put case notes? Please check this image: https://drive.google.com/open?id=0ByAFQIv5wftwWEM0SE5uMklNaVk.

A

B

C

D

7.

1 point

Duplicate accounts are?

Multiple accounts own by the customer, but with different email addresses

Accounts not known to customer and has almost the same email address

Accounts with the same email address, but with different username

Accounts with almost the same email address and the same date of birth and country

8.

1 point

What company provides discounts for students from Germany?

SheerID

NUS

UNiDAYS

SheerPaMore

9.

1 point

Customer mentioned about his account being hacked. She received an error saying his account was abroad for more than 14 days. Upon checking UA2, you’ve confirmed that his account is out of the country for 30 days. What’s the next thing that you should do?

Advise customer that he can change his country setting, so he can use it.

Advise customer to upgrade to Premium, so that he can use it abroad for more than 14 days

Escalate to Tier2.

Contact helpdesk.

10.

1 point

A _________ is a physical card that customers can buy from selected retailers.

11.

1 point

The following are true about subscriptions paid through iTunes, except:

Cancellation can only be done by Apple

Refunds can be processed by advisor once the subscription was cancelled and reverted back to Free

Customers will pay 30% more

Anything about billing should be directed to Apple

12.

1 point

The customer has 2 accounts, one is Free and the other is Premium. He wanted to transfer playlists from the Free to Premium. Which account/s should be verified?

Only Free account

Only Premium account

Both accounts

None, because it’s just transferring playlists

13.

1 point

A __________ are two accounts with different email addresses.

14.

1 point

When escalating a case, what dropdown button should you click in order to show the options? Please refer to this image: https://drive.google.com/open?id=0ByAFQIv5wftwb0NJaHhacl9XVXM

A

B

C

D

15.

1 point

A hulk account is an account created through __________.

16.

1 point

The ____________ was built to help us understand album availability in different markets.

17.

1 point

When applying a code, what part of UA2 do you click? Please check this image: https://drive.google.com/open?id=0ByAFQIv5wftwZnRDeURrYnlnQWM

A

B

C

D

18.

1 point

A ___________ is a second account with the same email address.

19.

1 point

To immediately revert an account to Free, what button should you click? Please refer to this image: https://drive.google.com/open?id=0ByAFQIv5wftwcFI2MXZESDM5UkU

A

B

C

D

20.

1 point

When transferring the customer’s music/playlists/followers from one Legacy account to another, follow the ___________ (flow).

21.

1 point

A customer from Canada, who’s subscribed through iTunes, wants to take advantage of the Premium for Family plan. How should we handle this?

Advise customer to cancel subscription from iTunes first then subscribe to Premium for Family plan

Advise to subscribe right away, because iTunes can still be used as mode of payment

Advise customer that Premium for Family plan isn’t available in Canada

Advise customer to change country to US, so he can upgrade to Premium for Family plan

22.

1 point

What information is needed when signing up for Student discount using NUS membership?

Full name and physical address

Full name and date of birth

NUS card number and full name

NUS card number and date of birth

23.

1 point

When putting a case on hold, what dropdown button should you click in order to show the options? Please refer to this image: https://drive.google.com/open?id=0ByAFQIv5wftwb0NJaHhacl9XVXM

A

B

C

D

24.

1 point

All except one, are true about Premium for Family plan users.

When you accept the invite, you're added to Premium for Family straight away.

No discount can be applied to Premium for Family accounts.

People from same country cannot be on the same Premium for Family.

Subaccount won't be charged any further - their payments will be handled by the plan owner.

25.

1 point

When solving a case as duplicate, what dropdown button should you click in order to show that option? Please refer to this image: https://drive.google.com/open?id=0ByAFQIv5wftwb0NJaHhacl9XVXM

A

B

C

D

26.

1 point

In order to upgrade Spotify to Premium, there are things that need to match in the same country. What are those? Select all that apply.

Payment method

Place of birth

Spotify account

IP address

27.

1 point

What are the two types of Spotify accounts?

Premium and Free

Premium and Unlimited

Legacy and Hulk

Legacy and Thor

28.

1 point

__________ is a great option for students to receive Premium at a discounted price per month for 12 months.

29.

1 point

A ________ is an account that’s been unlinked to Facebook

30.

1 point

_________ processes our US Student Discount.

31.

1 point

How many days can a Premium account stay abroad in order for it to be used?

10 days

14 days

1 month

No limit

32.

1 point

In case the customer can’t provide the last 4 digits/PayPal Invoice ID of a Premium account, we can ask any of the remaining security details as an alternative.

True

False

33.

1 point

How do you classify the customer’s account? Please refer to this image: https://drive.google.com/open?id=0ByAFQIv5wftwSEw0bWh4bGUxSms

Premium Hulk

Premium Legacy

Free Hulk

Free Legacy

34.

1 point

When transferring a case to other language queue, what dropdown button should you click in order to show the options? Please refer to this image: https://drive.google.com/open?id=0ByAFQIv5wftwb0NJaHhacl9XVXM

A

B

C

D

35.

1 point

These are the basic criteria in order for a card to be used as a mode of payment, except one.

Available for foreign transactions

Available for online transactions

Have credit on it

Available for online gaming

36.

1 point

A customer wants to change his username to his Facebook’s profile name. How should we handle this?

Advise customer that we’re unable to change username

Follow Account Transfer - Facebook to Legacy Flow in CS Knowledge

Advise customer to connect account with Facebook

Advise customer to create a new account with his Facebook credentials

37.

1 point

When do we mask a username?

If it’s not provided by the customer

Only if you feel like doing so

Never, we should always give it to the customer

Only if it’s from an account verified by an order/token id

38.

1 point

________ is an online payment service provider that allows organizations and individuals to make and receive online payments.

39.

1 point

What does a red payment mean? Select all that apply.

Successful payment

Failed Payment

Pending Payment

Payment paid through PayPal

40.

1 point

Before closing a broken Hulk, we should always disconnect the account from Facebook using UA2. This will allow the customer to reconnect his Facebook account to a new Spotify account.

True

False