Question 1

If you are ACTIVELY working on a ticket, what status do you leave it on?

Accepted Answer

OPEN

Answer

ON-HOLD

Answer

SOLVED

Answer

PENDING

Question 2

If you are waiting on a members response, what status do you leave your ticket on?

Accepted Answer

ON-HOLD

Answer

OPEN

Answer

PENDING

Answer

SOLVED

Question 3

When you open a NEW TICKET, how do you see if the member already exists in Zendesk?

Accepted Answer

Search the Requester section for Name, Email, or Phone Number

Answer

All contacts require a new account to be created

Answer

I don't know

Answer

Search Zendesk broadly

Question 4

What information must you gather from EACH interaction?

Accepted Answer

Name, Phone Number, and Email Address

Answer

Name only

Answer

Name and Email Address

Answer

Name and Phone Number

Question 5

Where can I find the Member Contact Template?

Accepted Answer

Under Macros

Answer

Automated in each New Ticket

Answer

When choosing the Default Form

Answer

On every Internal note

Question 6

When creating an SAP/Returns ticket, I must create a secondary ticket.

Accepted Answer

true

Answer

false

Question 7

When submitting an SAP/Returns ticket, what Status should it be in?

Accepted Answer

OPEN

Answer

SOLVED

Answer

PENDING

Answer

ON-HOLD

Question 8

How can you search the Knowledge Base/Help Center, while staying on your ticket?

Accepted Answer

Using the Knowledge App in Zendesk, searching my ticket title.

Answer

You can't, you have to open a New Tab and search manually.

Answer

Searching Zendesk broadly

Answer

I don't know.

Question 9

All Member Care Tickets are used for reporting back to ALL our Cross-Functional teams?

Accepted Answer

true

Answer

false

Question 10

Cricut Cuties are guaranteed in Mystery Boxes.

Accepted Answer

false

Answer

true

Question 11

A member watched an influencer Mystery Box unboxing video and they got a different colored vinyl in their box than the influencer. What do you tell them?

Accepted Answer

Mystery Box contents are subject to change, but they contain the same value amount.

Answer

The influencer got a different Mystery Box than the member.

Answer

The member is mistaken.

Answer

It was a mistake on our part and you'll replace it.

Question 12

Members can accidentally delete their Cricut account?

Accepted Answer

false

Answer

true

Question 13

If a member has mistyped their email when creating an account, but can still log into their account, how can you assist them in updating the username to the correct spelling?

Accepted Answer

Direct them to the My Account section to Edit their username to the correct spelling.

Answer

Advise them to save the username and password to their browser so as to not forget the incorrect spelling for future logins.

Answer

They cannot update their username and will need to create a new account.

Answer

Work with your EML to update the username on our end.

Question 14

We can add Store Credit to a members account for CSAT?

Accepted Answer

false

Answer

true

Question 15

If a member adds a new card on their Payment Settings, will their Cricut Access Subscription renew on the new card?

Accepted Answer

No, they must change/edit their Subscription to the new card after its been added to the Payment Settings.

Answer

Yes, the website will automatically use the new card on file.

Answer

No, the subscription must expire before a new card can be used.

Answer

Yes, Cricut Access uses the most recent card added to Payment Settings.

Question 16

Adding Cricut Access credits extends the current membership.

Accepted Answer

false

Answer

true

Question 17

If a member has received a Cricut Access credit on their account, but chooses to cancel the autorenewal before the credit is applied, they will lose the Cricut Access credit.

Accepted Answer

true

Answer

false

Question 18

How many months of Cricut Access credits can a member have? Max!

Accepted Answer

3 months

Answer

6 months

Answer

1 month

Answer

1 year

Question 19

If a member finds a promo-code on Google, will it work on the website?

Accepted Answer

There is no guarantee that it will work as it may have been a previously captured one time use promo code.

Answer

I'll just give a replacement code if it doesn't work.

Answer

Only Cricut provided promo-codes work on the website.

Answer

All promo codes work at checkout.

Question 20

You cannot use multiple payment methods at checkout.

Accepted Answer

true

Answer

false

Question 21

We only Price Match our own machine and bundles within a week of a sale.

Accepted Answer

true

Answer

false

Question 22

If an order is marked as delivered by the shipper but the member hasn't received it yet, what are our next steps?

Accepted Answer

Advise them that we need to wait 48 hours from the time it was marked as delivered to see if it shows up, before we can replace.

Answer

Replace it immediately.

Answer

We can't do anything, the shipper lost it.

Answer

Refund the order.

Question 23

If a member calls in and says only half of their order was shipped and the Shipper page says it was delivered, what do we do next?

Accepted Answer

Verify in SmartServe that it wasn't a split shipment. If it was split between warehouses or boxes, the other half could be delayed.

Answer

Refund half the order.

Answer

Advise the member to reach out to the shipper to locate the other half.

Answer

Replace the half of the order the member is missing.

Question 24

How long do members have to contact us in order to cancel an order?

Accepted Answer

8 business hours Member Care facing

Answer

We are unable to cancel any orders.

Answer

Up until the order is shipped.

Answer

5 Days

Question 25

If a member bought a machine from an Authorized Retailer and wishes to return it, what are the expectations we must set with the member regarding their refund?

Accepted Answer

We need to get a copy of their Receipt (POP), they are responsible for return shipping (RMA), and the refund will HAVE to go through PayPal- no exceptions.

Answer

They must pay shipping back to us and we'll refund their card.

Answer

They must work with the retailer to return and get a refund.

Answer

We need a copy of the receipt and we'll refund them without returning it.

Question 26

If a member in the US is calling to return an unopened order of less than $40, they can keep it and we'll process the refund.

Accepted Answer

true

Answer

false

Question 27

If an item is delivered defective, what must we do before replacing?

Accepted Answer

Obtain a picture of the defective item with the Hand Written ticket number in the picture to verify the defect will keep the product from functioning properly, and replace with the same item or an item of the same MSRP value.

Answer

Replace the item based off the members word and trust that they are being truthful.

Answer

Get a picture of the item and apologize that it was delivered defective, but there is nothing we can do.

Answer

Replace the item with whatever we have in stock after verifying the defect.

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