If the player wants to talk with a supervisor but is not an ownership inquiry, what should we do?

Be at ease, as we can't send non-ownership related inquiries to Tier 2.

Player contacts about unknown charges on their credit card statement, what macro do we use to start the process?

Billing::Refund Requests::Gather Info::Credit Card/Paypal

Ej case scenario: "Hello! I would like to have voice chat". What macro should we use?

General Info::Spatial Voice::General Info & Request to Enable Voice Chat

How many hours are between the IP access (UTC) and the Account PIN log (CST)?

Account PIN has 5 hours prior IP access.

What methods are used for Account Verification?

Account and Billing email addresses, 3rd Party Purchases, IP Information

What does not require Cross-Verification?

Accounts with email and/or purchase history don't need cross-verification.

When supporting "Forgotten Password" inquiries, what should we do on the player's account?

Reset the password and remove the account phone number.

What is the correct order of macros to escalate a ticket to Tier 2 when needed?

Tier 1 to Tier 2 (Confirm w/ Customer) --> Tier 1 to Tier 2 (Agent Only)

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Test your Knowledge!! - ROBLOX

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Questions 12

Answers

1
If the customer reports the Error 110, which macro should we send?
Technical::Graphics::Graphics Problems
Technical::Troubleshoot::Website
Technical::Troubleshoot::Xbox
Technical::Send to Tech::Gameplay
2
If the player wants to talk with a supervisor but is not an ownership inquiry, what should we do?
Send macro "Account Ownership::Escalate::Tier 1 to Tier 2 (Agent Only)".
Be at ease, as we can't send non-ownership related inquiries to Tier 2.
Send the ticket to a QA, so they can continue the assistance.
Ask to Vincent if we can proceed with the regular process.
3
Player contacts about unknown charges on their credit card statement, what macro do we use to start the process?
Billing::Cancel::How to Cancel
Billing::Refund Requests::Courtesy::Accidental Purchase
Billing::Refund Requests::Gather Info::Credit Card/Paypal
Billing::Cancel::Charge Not Found
4
Ej case scenario: "Hello! I would like to have voice chat". What macro should we use?
New Features/Changes::Age ID Verification::General Info
New Features/Changes:Age ID Verification:Issues with Veriff/ID Verification
General Info::Spatial Voice::Is Voice Chat Safe?
General Info::Spatial Voice::General Info & Request to Enable Voice Chat
5
How many hours are between the IP access (UTC) and the Account PIN log (CST)?
Account PIN has 8 hours prior IP access.
Account PIN time is the same one as the IP access.
Account PIN has 3 hours prior IP access.
Account PIN has 5 hours prior IP access.
6
What scenarios require Account Verification?
Hacked Accounts
Tech Issues
Scammed Accounts
Basic How-To questions
7
What methods are used for Account Verification?
Roblox Username, IP Information, Parent's email address
Account and Billing email addresses, 3rd Party Purchases, User's DOB
Billing email address, Xsolla receipts, Roblox Displayname
Account and Billing email addresses, 3rd Party Purchases, IP Information
8
What does not require Cross-Verification?
All the accounts require cross-verification.
Accounts with PII username do not require cross-verification.
Accounts with the email [email protected] do not require cross-verification.
Accounts with email and/or purchase history don't need cross-verification.
9
When supporting "Forgotten Password" inquiries, what should we do on the player's account?
Reset the password and remove the account phone number.
Set email address to blank, reset password and reset all.
Nothing.
Reset the password and reset all.
10
When the customer encounters technical issues on Roblox webpage or app, we should proceed with...
Technical::Troubleshoot::Client
Billing::Purchase Issues::General Issue (Need more details)
4 - Close Ticket::Blank/UnClear New Message
Technical::Gather Info
11
When can we change a username for free?
When the player's requests it just because.
When the player's parent requests it.
When it's a PII concern
When the player mentions it's their birthday.
12
What is the correct order of macros to escalate a ticket to Tier 2 when needed?
Tier 1 to Tier 2 (Agent Only) --> Send to Billing Tier 2 for Refund Request
Tier 1 to Tier 2 (Confirm w/ Customer) only.
Tier 1 to Tier 2 (Confirm w/ Customer) --> Tier 1 to Tier 2 (Agent Only)
Tier 1 to Tier 2 (Agent Only) --> Tier 1 to Tier 2 (Confirm w/ Customer)

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