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What are the two different types of Verification?
Manual Verification & Automated Verification
Third Party calls and provides the reference number and ask for the transaction details. What should you do?
Do not release any information to any third party.
What does 'AFR RF6' stand for?
Transaction is available for a refund.
What is the search option that you should use to locate an article in Salesforce?
Knowledge
You need to always fully __________ and ___________ every transaction before providing any information to the called.
Verify & Research.
__________ Group will give you the latest updates & announcements.
Chatter
What is the case reason and sub reason that you will use if the caller is unable to provide the correct names?
Case Reason - Transaction Assistance & Case Sub Reason - Transaction Status Check
What does 'RF2' stand for?
Transaction has been refunded.
What details will you find under Quick Links?
Agent Locater, Fees & Exchange, Quick Reference Guide and Stage a Transaction.
True of False - You are not required to create/attach a profile in Salesforce for Paper product and Fee/exchange rate look-up.
True
Name the article name and number that you will use when a receiver is having issues in receiving the money?
Transaction Receive - Problem Troubleshooting (000003776)
You can give Promo Codes to all customers when they request for the same?
NO
Which team will you assign your case to in case of any issues with the Agent Locator tool?
To the Partner Servicing Team
Sender wants to send 100.00 USD from New York to Ohio, what is the Disclaimer that you will provide to the sender?
All fees and foreign exchange rates are subject to change and are not set until transaction is initiated and the pre-disclosure prints.
Can you release the Authorization number to a Sender if they request?
NO
Customer calls in asking for a Turkish speaker, to which skill will you connect to look for an interpreter?
Sp_MG-ILS_Turkish
