Question 1

What are the components of S3 Email and Chat Flow?

Accepted Answer

Start, Solve, Summarize

Answer

Start, Solve, Send

Answer

Start, Sell, Summarize

Answer

Start, Social, Summarize

Question 2

How does the S3 Email and Chat Flow help us and our customers?

Accepted Answer

It creates a structure to our email and chat interactions.

Answer

It allows the customer to create more cases.

Answer

It adds more email and chat exchanges.

Answer

It identifies our customers.

Question 3

One part of START is Acknowledge. If a customer needs help with a password reset, how can we effectively acknowledge?

Accepted Answer

I can help reset your password.

Answer

I can help check your concern.

Answer

Let me see what I can do.

Answer

Let me help you with your issue.

Question 4

What are the 3 Asks of Asking Probing Questions?(Select all that apply)

Question 5

Is it ideal to present a resolution during the initial contact prior to asking probing questions?

Accepted Answer

No. It is best to first ask probing questions.

Answer

Yes, this is the same issue of my customer yesterday.

Answer

Yes, because I assumed the resolution.

Answer

No. We should always wait for an hour before presenting a solution.

Question 6

Should we present the solution and confirm if it has been resolved in the same email or phrase?

Accepted Answer

Yes. It will create an effortless customer experience.

Answer

Yes. I should also close the case while waiting for a response.

Answer

No. I should wait for the customer to respond and ask more questions.

Answer

No. I should send a separate email right after sending the solution.

Question 7

Which part of S3 should we demonstrate Recap/Next Steps and Update Case Resolution?

Accepted Answer

Summarize

Answer

Synchronize

Answer

Simulate

Answer

Supplies

Question 8

Why is it important to include Helpful Articles in Case Resolution?

Accepted Answer

It can help avoid repeat contact.

Answer

The customer can reach back out for help.

Answer

The customer can use Confluence for self-help options.

Answer

I already provided the resolution.

Question 9

After asking probing questions, the customers response do not match with what is in the system. What should I do next?

Accepted Answer

Try to call the customer (if applicable).

Answer

Create a Service Request ticket.

Answer

Disregard their response and reinforce the resolution.

Answer

Leave it as it is. It will be resolved on its own.

Question 10

How would demonstrating S3 Email and Chat Flow impact customer experience?

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