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Week 1 Review Flashcards | StudBud
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Week 1 Review
Week 1 Review
22 terms
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Review of Week 1
Flashcards
22 cards
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Practice quiz
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Questions
22
Answers
1
You should only use @here in urgent situations
False
True
2
When looking up a Real Estate file in Zendesk, we should never change the status of a closing ops ticket.
False
True
3
Our support guide can be found within Zendesk by clicking the boxes in the right hand corner, then clicking guide.
True
False
4
Signers are required to pass KBA and have a U.S based address/U.S SSN (exception is some virtual mailbox partners).
True
False
5
True/False: Mixpanel works for Signers and Senders
True
False
6
How do you file an IT ticket in Zendesk?
This is done through Stampy
Slack a member of IT directly.
Your Team Lead files this for you.
+Add, enter requester, assign to IT, fill in IT form, click submit open.
7
If action requires a team lead, we should always fill out the macro and escalate. Only tag in slack for urgent issues
True
False
8
What article do we suggest using to start helping troubleshoot?
How to clear a signer's signature
Quick Links: Support Team Resources
Troubleshooting 101 Guide
Search through Confluence
9
We accept uploads of ID, they don't have to snap a photo of it during the steps to meet with a notary.
False
True
10
How do you find a users GID to use in Mixpanel?
Search in companies tab of admin
Search the users email in admin, click the signers tab.
Click the history tab in admin.
Click the summary tab in admin and locate.
11
In mixpanel, what does the "Activity Feed" Show you?
A feed for the signer to review
Shows the users history while using the site to see any potential problems.
The senders history.
There are not any Activity Feeds in mixpanel.
12
Phone and Chat modalities are all done through Zendesk.
False
True
13
What is the "Companies" tab in Admin used for?
Searches signer information.
Looks up notaries within the system
Searches for a client/business information like their txt and account info.
Searches for business only, not real estate partners.
14
What 4 States do we currently onboard our notaries in?
Texas, Virginia, Florida, Nevada
New York, Virginia, Texas, California
Nevada, Florida, Virginia, Delaware
Florida, Nevada, Kansas, Ohio
15
What is a fairfax environment? (3 answers)
Walk customers through how to's or try and duplicate an issue reported.
This is our live product and cannot be played with
This environment is for when we want to talk to an engineer
Mirrors our prod admin and can be used to get familiar with our product.
16
In Mixpanel, what category will you find the users device/computer information?
Activity Feed
User ID
Insights
User Profile Properties
17
What guide would help you determine if their role is able to do the request they are making?
Team Lead would make that decision
Organization Roles and Rights of Real Estate Transaction
Quick Links: Support Team Resources
CSM Accounts: BYON Partners
18
True/False: The notaries tab allows you to search a notaries email and review their information
False
True
19
What article do we use for general refund guidance?
There is not a guide made on this
Refund Policy
How to escalate to a Support Team Lead
PS1583 Refund Policy (Anytime Mailbox/iPostal)
20
What is Zendesk used for? (2 answers)
Internal emails.
Where we look up the signers email to find transactions.
The program we use company wide for chat, emai, phone tickets.
A place we can also search for closing ops tickets / place rush requests.
21
What is Slack?
Program to search user history
Email system
Messaging app to other companies
Internal app to communicate directly with our team and other teams.
22
What is the "tools" tab used for in Admin?
Searches employees.
Finds notaries within our system
Searches by signer email, txt ID, or file/loan numbers.
Searches for businesses account information
