Question 1

Members DO NOT see your ticket title.

Accepted Answer

false

Answer

true

Question 2

When you're ACTIVELY working on a ticket, what STATUS do you leave it in?

Accepted Answer

OPEN

Answer

ON-HOLD

Answer

SOLVED

Answer

PENDING

Question 3

When you receive an SAP sendback, what do you need to do?

Accepted Answer

Review it, make adjustments, and assign it back.

Answer

Doublecheck it and send it back

Answer

Solve it out

Answer

Ignore it

Question 4

What does OOSLA stand for?

Accepted Answer

Out of Service Level Agreement

Answer

Orange Orangutans Stands looking Abroad

Answer

Outside of Service Line Assessment

Answer

Out of Service Level Assignment

Question 5

How do you check to see if a member already exists in Zendesk?

Accepted Answer

Search Names, Email, or Phone number under Requester

Answer

Zendesk auto loads their account, no need to search.

Answer

Search Zendesk broadly

Answer

All members calling in are new members with no history

Question 6

The Member Contact Template needs to be used on EVERY member interaction.

Accepted Answer

true

Answer

false

Question 7

Member Contact Template: What should be recorded under "Troubleshooting Performed"?

Accepted Answer

All steps you requested the member take to troubleshoot and the results.

Answer

"Did the troubleshooting"

Answer

Only Help Center Article links of the articles you followed to troubleshoot

Answer

Nothing, you leave it blank.

Question 8

Member Contact Template: Under "Solution Provided/Expectations Set" you should record what resolution you you found and any promises/expectations you set with the member.

Accepted Answer

true

Answer

false

Question 9

SAP: After creating the secondary SAP ticket, I email the member in the SAP ticket to let them know that the request has been made.

Accepted Answer

false

Answer

true

Question 10

When submitting a ticket to SAP/Cricut Returns, what STATUS do you leave it on?

Accepted Answer

OPEN

Answer

SOLVED

Answer

PENDING

Answer

ON-HOLD

Question 11

How can you search the Knowledge Base/Help Center while remaining in your ticket?

Accepted Answer

Zendesk App Knowledge: searches the title of your ticket

Answer

I don't know

Answer

You can't, you need to open a new tab and search.

Answer

Using the Zendesk Search bar in the top right corner

Question 12

All Member Care tickets are used for reporting back to ALL our cross-functional teams.

Accepted Answer

true

Answer

false

Question 13

What is the correct format for a members phone number in Zendesk?

Accepted Answer

+19876543210

Answer

987-654-3210

Answer

(987)6543210

Answer

9876543210

Question 14

Where should you get the members address should you be sending out replacement or CSAT items?

Accepted Answer

From the member directly over the phone to verify the correct destination.

Answer

It's already on the Zendesk profile, just use that one

Answer

I forgot to ask, so I'm just going to email them and ask.

Answer

From their SmartServe Account

Question 15

A member calls in requesting you locate their account and provide them the email address on their account so they can sign in and make a purchase, what do you do?

Accepted Answer

Due to security we need to request the member provide a few emails they think it may be under and verify with the member which one it may be.

Answer

Give the member the email we see on file in SmartServe.

Answer

Look up machine serial number and provide them with the email address that it is registered under.

Answer

Request a reset password email for the member to find on their end.

Question 16

When looking at a members subscription in SmartServe, if the buttons under Active and Renewal are GREEN, you can make adjustments on your end.

Accepted Answer

false

Answer

true

Question 17

There is no such thing as accidentally deleting an account on the members end.

Accepted Answer

true

Answer

false

Question 18

If a member adds a new card to their Payment Settings only, will their Cricut Access membership transfer to the new payment method?

Accepted Answer

No, the new card must be selected under Subscriptions after it has been added to Payment Settings.

Answer

No, you cannot change the card that a membership is linked to.

Answer

Yes, the new card is recognized as the default payment method on all purchases.

Answer

Yes, a current membership will take on the new payment method added upon next renewal.

Question 19

Cricut Access Credits only offer a discount on the next renewal of the membership.

Accepted Answer

true

Answer

false

Question 20

If a Cricut Access Credit is added onto an account and the renewal is cancelled before the credit is used, it can still be used on a future subscription.

Accepted Answer

false

Answer

true

Question 21

If you are subscribed to Cricut Access, do you get an additional discount on Cricut Access Exclusive products?

Accepted Answer

No, they are already heavily discounted for subscribers, so no additional discount is applied.

Answer

No, there are no discounts on bulk items.

Answer

Yes, they qualify for the 10% discount that comes with both Cricut Access Standard and Premium.

Answer

Yes, they are materials, so they will be discounted further with a Premium Membership.

Question 22

If you are looking for the Return and Refund policy in the Knowledge Base, how should you search for it?

Accepted Answer

Start simple, search for "Return" and look at the available options before hitting enter.

Answer

Search for the exact situation in the search bar to find the best option

Answer

Look through past Return and Refund tickets to see what article they linked.

Answer

Search for refunds and returns in the external Help Center

Question 23

A member is calling in for the 3rd time today and is asking for a supervisor as their issue hasn't been resolved with their previous contacts. What do you do?

Accepted Answer

Apologize and ask for their name, phone number, email and any ticket numbers to see if you can help them on your end, if not you are happy to reach out to a supervisor for them.

Answer

Apologize and reach out to your EML to take the call.

Answer

Immediately arrange a callback/transfer to a supervisor.

Answer

Blame the other agents for not being able to resolve the members issue.

Question 24

Identify a genuine empathetic statement.

Accepted Answer

I understand how frustrating this must be. I want to do everything I can to resolve this for you.

Answer

I promise by the end of the call we will have a resolution.

Answer

We'll figure this out.

Answer

It's fine, I got you.

Question 25

Members can use more than one payment method on the checkout screen?

Accepted Answer

false

Answer

true

Question 26

A member purchases a machine from one of our Authorized Retailers but wishes to return and get a refund for it. What do you need to process the request?

Accepted Answer

Receipt, Refund Amount, and valid PayPal Email

Answer

Refund Amount and valid PayPal Email

Answer

Receipt and Refund Amount

Answer

Mailing Address and Refund Amount

Question 27

You're talking with a member that is having an issue with a Design Space project. What do you do?

Accepted Answer

Ask if they need help with anything .com related before transferring them to a tech trained agent queue.

Answer

Ask the member to call back in and select a different menu option.

Answer

Transfer the call to the tech queue immediately.

Answer

Set up a callback with a tech trained Experience Maker.

Question 28

I can find the stock amount for an item on Cricut.com

Accepted Answer

false

Answer

true

Question 29

A Canadian member contacted us to cancel their order of $52.46 within 4 business hours and we were unable to stop it or reroute it and it was delivered. How do you proceed?

Accepted Answer

Let the member know they can keep it and we will submit a refund.

Answer

Inform them that since they didn't want it anymore its considered Buyers Remorse and they will need to pay return shipping.

Answer

Let them know we will provide a paid Return Label to send it back to us.

Answer

There is nothing we can do at this point.

Question 30

Cricut Cuties are NOT guaranteed in all Mystery Boxes.

Accepted Answer

true

Answer

false

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