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Professional Development
Scavenger Hunt (Macros and Zendesk Guide)
8 questions
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- 1. Fill in the Blank
What is the macro if customers question why they have not received free shipping and agents have confirmed that their postcode is not one that is eligible per KF Terms and Conditions?
- 2. Fill in the Blank
If the item has no tracking and is still within 14 days of the dispatch period, what macro is used for the initial response to a customer?
- 3. Multiple Choice
This is a line status in SAP where an order has not yet been processed and still can be canceled or updated.
FMN with dropdown
VCK
RFM
FMN without dropdown
RRQ
- 4. Fill in the Blank
A customer placed an order for a TV on the last 19th of January and as per the product listing, it should leave the warehouse in 1-2 business days. Status on SAP is still in RFM as of today, what macro can be used to reply to the customer?
- 5. Multiple Choice
It is our premium subscription service wherein customers can avail of free delivery on eligible products and enjoy priority customer service.
Kogan Black Money
Kogan First Membership
Kogan Mobile Plan
Kogan Travel
- 6. Poll
What are the different brand types sold by Kogan?
AUI
AUB
HKI
Marketplace
- 7. Multiple Choice
True or False: If the order is still RFM and the payment method is PayPal, we can amend the address on SAP.
- 8. Multiple Choice
Select if applies: Which of the following statement is correct about the Price Drop Guarantee?
If the price of an Exclusive Brand product has dropped within 14 days of the order date, we should provide the customer with a store credit of the difference between the order price and the lower price identified.
All store credit issued under the Price Drop Guarantee will have a validity period of 6 months from the date of issue.
If the price of the product has dropped and this has been received within 14 days from the order date and it's an Official Partner Brand, we can still honor Price Drop credit.
- Answer choicesTagsAnswer choicesTags