Sticky/DataBot and FreshDesk Operations

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Questions and Answers

What is the first step to take when adding a note in Sticky/DataBot?

Go back to the tab where you started notes.

Why is it important to set the note to Private in Sticky/DataBot?

To ensure confidentiality and limit visibility to authorized personnel only.

What should you do after adding or correcting information in FreshDesk?

Click save to ensure the information is updated.

When merging tickets in FreshDesk, what do you need to select first?

Select the main ticket you want to merge together. Signup and view all the answers

What action must be taken after clicking 'Merge' in FreshDesk?

Refresh the page or click on the conversation pop-up bubble. Signup and view all the answers

How should customer names be formatted in DataBot?

First and last names must be capitalized, with lower case letters except for the first letter. Signup and view all the answers

What tag should be used when refunding a product?

The tag 'Refunded' should be used. Signup and view all the answers

After editing an email address in FreshDesk, what is the final step?

Click save to apply the changes to the customer's information. Signup and view all the answers

What is the first step in the outbound process when making a call?

Change Status to Outbound. Signup and view all the answers

What should you do after completing all actions for a call?

Click the Clear Contact button. Signup and view all the answers

What is required for a customer to remain in the Smart Money Club?

The subscription must be active, or they must have a SMC Lifetime access tag or a migration tag. Signup and view all the answers

In the event a customer requests to speak with a supervisor, what should be your first action?

Attempt to assist the customer. Signup and view all the answers

What is the purpose of the FreshDesk platform?

To locate customers, create tickets, create notes, and send emails. Signup and view all the answers

What is the subscription fee for the Automator option?

$49.00 per month. Signup and view all the answers

What is the function of Sticky IO in the context of customer management?

To locate customers, view invoices, process new orders/purchases, and handle refunds. Signup and view all the answers

What happens after a customer has made all required payments for the Automator 2-pay/3-pay subscription?

The subscription status is marked as completed. Signup and view all the answers

What steps should you follow to search for a customer if the phone number is not available?

First, try searching by their email address. If that fails, then look for their first or last name. Signup and view all the answers

What should you do if you cannot locate a customer in Sticky IO or DataBot?

You should check Freshdesk for any previous cases. If still not found, create an 'Unable to Locate Account' case in FD and escalate to Tier 2. Signup and view all the answers

What appears on the tab after you access a customer's account?

The customer’s name along with the order ID and a button will be displayed. Signup and view all the answers

How can you edit a customer's email address?

Click on the 'Transaction' tab and then the ID number to access the 'Order' page to update the email. Signup and view all the answers

What should you do after clicking the 'Save' button when updating customer information?

You should click the 'All Orders On Customer' button to update all orders under that customer’s name. Signup and view all the answers

What is the procedure for adding a new credit card for a customer?

Post in Slack with '@channel (customer's name) wants to add cc.' along with a FreshDesk link. Signup and view all the answers

What notification will appear after saving changes to a customer’s information?

A 'Notification' Pop Up will appear confirming the update. Signup and view all the answers

What happens after you've completed 10 successful monitoring sessions?

A supervisor will post in Slack to inform you that you will no longer need to be monitored. Signup and view all the answers

What should you do if a customer complains about shipping charges?

You can waive the shipping charge to save the sale. Signup and view all the answers

What email address should be used if a customer does not have their own email?

Use <a href="mailto:[email protected]">[email protected]</a>. Signup and view all the answers

When should a second billing address be entered?

Enter it when the customer's billing address differs from the shipping address. Signup and view all the answers

What action should you take if a customer cannot reset their password?

Escalate the issue to Tier 2 for additional support. Signup and view all the answers

Where can customers find their lost password link?

They can find it on the login page at members.creditsecret.org. Signup and view all the answers

What steps should be followed to add additional products to an existing order?

Go into the customer's account and follow the steps to add a One Time Product. Signup and view all the answers

What should be done before processing an order?

Double-check that the customer's shipping and billing information is correct. Signup and view all the answers

Why is it important not to provide passwords to customers?

You cannot see passwords in Sticky IO, so it's against protocol to provide them. Signup and view all the answers

What should you instruct a customer to do if they wish to opt out of receiving marketing emails?

Tell the customer to click the unsubscribe link at the bottom of any marketing email they received. Signup and view all the answers

When processing a full refund for a customer, what else must be refunded?

Taxes must be refunded along with the full amount of the order. Signup and view all the answers

If you're issuing a partial refund and the book has not been shipped, what should you do?

Always escalate the case to @shipping to ensure it gets shipped. Signup and view all the answers

What should you do if you receive an error when processing a refund?

Escalate the issue to Tier 2 and include the error message in the case notes. Signup and view all the answers

After successfully processing a refund, what is one important step you need to take?

Send a refund receipt to the customer. Signup and view all the answers

What should you check to confirm that billing has been shut off after completing a refund?

Check that the active button has turned gray. Signup and view all the answers

What is the last action required after tagging a refunded order in FreshDesk?

Always note the account in FreshDesk with detailed information. Signup and view all the answers

What is the process to initiate a refund in the Databot system?

Locate the charge, click the item box, and select 'refund' from the action menu. Signup and view all the answers

What action should you take to copy the primary email address into a transaction's email space?

Paste the primary email address into the email address space on the transaction. Signup and view all the answers

What should you do after saving the changes on the transaction page?

Click on 'All Orders on Customer' and then confirm by clicking 'Yes' and 'Ok' in the pop-up. Signup and view all the answers

What are the two main purposes of account tags?

Activating products and deactivating products. Signup and view all the answers

Describe the initial steps for sending an email using FreshDesk.

Right-click on the customer name to open a new tab, click 'Reply' from the Ticket screen. Signup and view all the answers

How can you find and insert a canned response when replying to a customer?

Type '/c' to search for canned responses, select the appropriate response, and edit as needed. Signup and view all the answers

What is the procedure to opt out of receiving emails?

Click on the envelope icon, choose to opt-out, and then click 'save'. Signup and view all the answers

What should you do when sending Knowledge Base links in an email?

Type '/S' to search for solution articles, select the desired article, and send the email. Signup and view all the answers

What happens when you correctly apply product access tags?

It allows customers access to their member dashboard and purchased items. Signup and view all the answers

Study Notes

Credit Secrets Company Information

Founded in 2012, owned by Info Up, LLC
Scott & Allison Hilton are the writers
An information publishing company that sells books and software
Credit Secret is a self-help program to remove negative items from credit reports and improve credit scores
Customer Support handles all incoming calls, managing accounts, assisting with dashboards, new product purchases and helping customers understand the program and products.

Credit Secrets Ordering Information

12-minute delay after ordering
Customers need to check their email to find instructions for their dashboard (welcome email)
If customers ordered from Amazon, eBay, etc, they can purchase books at a discount ($29.95 plus $6.95 shipping)
Digital book purchases can be upgraded to physical books for $9.95
If customers want a refund on a book purchase, a $10 refund can be given
Shipping fees can be waived if the customer doesn’t want physical copies

Order Placement Notes

Multiple book orders sent to the same address need to be escalated to shipping
Multiple orders sent to different addresses must be escalated to Tier 2
Bulk orders need to be escalated to shipping
Phone Numbers for Third parties:
- Experian: 1 (888) 397-3742
- Equifax: 1 (888) 378-4329
- TransUnion: N/A

Credit Secrets Products

Credit Secrets Main Guide
Guide to Building Business Credit
Quick Start Guide
Access to personal dashboard
Guaranteed 5k credit line
Car Buying Secrets
Credit Secret Main Guide
Guide to Building Business Credit
Quick Start Guide
Access to personal dashboard
Audiobook, free with Sticky book purchases, escalate issues to Tier 2

Support and Contact Information

Customer Service Phone Number: 877-215-6015
Support Email: [email protected] or [email protected]
Corporate Address: Limitless Life LLC, PO Box 29502 #58366, Las Vegas, NV 89126
Third Party Phone Numbers:
- Score Sense: 800-972-7204
- Online Certified Mail: 888-501-5288

Useful Links and Services

FreshDesk: Used to locate customers, create tickets, create notes and send emails. Log in with email address provided.
Sticky IO: Newest database program. Used to locate customers, view invoices, process orders/purchases, and process refunds. Login with user name/password.
DataBot: Used to log in with username/password.

Customer Support Rules

Do not private message support personnel for assistance with a call
Post questions in appropriate channels
Always acknowledge their response

Important Notes

Account verification process including:
- Email, phone, address.
- If addresses are different, verify both.
Customer needs to be told any account discrepancies will be escalated to tier 2.
If a customer calls, to locate the customer information in Sticky, Freshdesk and Databot.

Special circumstances, including:

If a customer wants to add a new credit card; the support team must post in slack mentioning the customers name and a request to receive a call
If the customer wants a partial refund, they MUST ensure that the product has not shipped yet, and then escalate the case to shipping if that is the case.
There is no option for you to see passwords in Sticky IO
Customers are responsible for checking their Spam folders for emails.

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Description

Test your knowledge on the key operational steps within Sticky/DataBot and FreshDesk. This quiz covers essential actions from adding notes to managing customer interactions effectively. Master the tools and practices that enhance customer service experience in these platforms.