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Coach PF Review Day 3

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  • What will a PF use Ecometry for?
    To locate old customer accounts/orders that can't be found in Sterling by the agent
  • Explain the following common issue PFs encounter: Website Error
    Customer upset they are unable to navigate the website because of technical issue
  • Explain Level Comments in Ecometry
    The comment entered applies to that level only, not the entire order.
  • True or False: When a case gets corrected, it needs to be reassigned back to the Ambassador Queue
    True
  • Explain the following common issue PFs encounter: Website Error
    Customer upset they are unable to navigate the website because of technical issue
  • What status must the case be switched to if it no longer needs to be worked?
    Closed
  • True or False: Order Status is updated real-time in Ecometry
    True
  • What must happen after any adjustment or correction is made by a PF to a case?
    The case must be reassigned back to the JAX Ambassador
  • True or False: The PF must make corrections to common agent errors
    True
  • Who can view the Internal Comments on a case?
    Anyone who has access to the case
  • Up to how many weeks could a repair take to be complete?
    6 weeks
  • True or False: A Declined order status is modifiable.
    True
  • True or False: A Fraud Order Status is Modifiable.
    True
  • What status are cases sent over to PFs in?
    Pending status
  • What are 3 common errors agents make when submitting a case?
    Not assigning items to the case, not including an item's price, not including documentation
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