Week 1 Intro To Bragan Assessment

Overview#

Purpose: Introduction to Bragan and Quick intro to the learning objectives & necessities for a CS AGENT's first week in Bragan.

Scope: This procedure applies to all new CS Personnel.

Responsibility: It is the responsibility of each employee to ensure the process set out in this procedure is followed.

Objective: The objective of this procedure is to outline the CS Onboarding Exam - Week 1.

Test for Customer Service Onboarding – Week 1

Fill in the Blanks

Bragan Company Values

___ & _______ are our 2 most important Values - Keep these 2 to the forefront and you will excel with us!

We are open and honest in our __

We act with _ and ______

We are accountable for our ___

We put our __ first

We are critical __

We _ and we _______

We work as a ______

We follow the system until we _______ the system

II. Answer the following Questions. Please try to answer using your own words and not copying and pasting from the SOPs.

As part of company courtesy policy, what should we do when we clock in, take a break or clock out?
What is Bragan’s tool for recording workflow time and task management for Team PH?
Do you have to include time spent on each task in your Daily Task Summary?
Who will add tasks in your Time Doctor?
What should be done in Time Doctor when taking a break?
When asking or referencing about a product, what should be included in the message?
For referencing and transparency reasons, all call meetings in skype should be?
What are the ways you can acknowledge when you are tagged in Skype?
What program do we use for screenshots?
What part of the Trello card should contain the instructions on how to use the card?
What part of the Trello card should contain the logs, outcome/setback, additional info of a task?
What should be in the Credentials card? State all of the content.
How should your Cards and Checklist items be arranged?
When should daily cards be created?
When should weekly cards be created?
What must be done to a task when you aren’t able to finish it in the same day?
When are Invoice for Salary Payment sent?
How many Invoices for Salary Payment should be prepared?
Where will you send the Invoices?
All Zendesk tickets should have correct _, _, and ______?
You will submit your ticket as _ when the issue is not resolved yet and awaiting reply.
Submit ticket as __ when the Issue is Urgent and there is a potential negative feed back or loss of sale.
Can we submit a ticket as Solved even if the issue is clearly not resolved?
Tickets must be less than __ in order to merge tickets?
Can you merge eBay tickets with non-eBay Tickets?
What function is used so you can add private comments in a ticket?
How many email replies is required before you ask management to step in and help?
What are the important details needed to be logged in internal notes so that other team members will have easy reference when viewing the ticket?
Where can you find previous email sent by the same customer/user?
How can you know if another agent is looking at the same ticket?
What is Play mode in Zendesk?
What will happen if you hover your cursor over a ticket in the tickets list?

Click here for the answer key

Notes#

This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:

Test for Customer Service Onboarding – Week 1 SCORE: 42/42 Passing is 29/42 69%

Potential Issues:

1 - ISSUE ENCOUNTERED: Stuck on Loading

RESOLUTION: Refresh Browser

2 - ISSUE ENCOUNTERED: Broken Links

RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.