Quiz: Japan Support Team


Japan Support TeamOnline version Mini Quiz by Osaki Hikaru 1 Juliet Capulet reached out to support for help with her reparenting request. After checking the account, you confirmed it is a Managed SMB account. What should your next step be? a Inform Juliet that you will process the transfer of the account right away then send an email to the account team via a collaboration ticket. b Inform Juliet that she needs to wait 24-48 hours for you to transfer the account then send an email to the account team via a collaboration ticket. c Inform Juliet that there is an assigned account team who can process her reparenting/account transfer request then send an email to the account team via a collaboration ticket. d Inform Juliet that transferring the account is not available then send an email to the account team via a collaboration ticket. 2 Yamada-san contacted support, frustrated about their AIV status as they are unable to verify after attempting multiple times for their account (F一ゼロ七九ZAN). They insisted that they already submitted 3 times and that the website document is only optional. How will you educate Yamada-san? a Inform Yamada-san that since you have exhausted all the retries, you will now proceed with escalating the issue to our internal team. b Inform Yamada-san that they still have 1 remaining retry and they must upload a website document as this is now required and make sure that all the documents provided matches the information in their account. - c Inform Yamada-san to submit an inline appeal as they have provided the correct documents. d 3 Yamamoto-san reached out to support about their AIV as they want to make sure there were no errors, since the status is still Pending, and wants to know how long will it take to verify their account. What should be the SLA? a Advise Yamamoto-san to wait for at least 7-10 business days for the review to be completed b Advise Yamamoto-san to wait for at least 4 business days for the review to be completed. c Advise Yamamoto-san to wait for at least 3-5 business days for the review to be completed. d 4 Yamamoto-san reached out to support about their AIV as they want to make sure there were no errors, since they already submitted an appeal since they were able to provide the correct documents, and wants to know how long will it take to verify their account. What should be the SLA? a Advise Yamamoto-san to wait for at least 7-10 business days for the review to be completed. b Advise Yamamoto-san to wait for at least 3-5 business days for the review to be completed. c Advise Yamamoto-san to wait for at least 4 business days for the review to be completed. d 5 A customer reached out to support about their account, as they received an email about egregious status. Now, you noticed in UCM that an appeal was already submitted on that same day. What will be the SLA that should be provided to the customer? a The investigation may take up to 7-10 business days to complete. b (The investigation may take up to 5-7 business days to complete. c The investigation may take up to 5-7 days to complete. d 6 Hetler reached out to support for assistance as his account was suspended and doesn't know what to do. He provided the account number (F一四三HE8). After verifying the email address and checking on the account, how will you assist Hetler? a Educate Hetler about egregious status and advise Hetler to complete AIV first prior to escalating their concern. b Educate Hetler about egregious status and inform Hetler that they can submit an appeal to our internal team for investigation. c Educate Hetler about egregious status and provide the account review form as this is for escalation already based on the information you found on the account d 7 Customer raised an inquiry about AIV as they wanted to know more about the process and what it's used for, and provided account number F一四53HE8. After providing the resolution and assisting the customer, how will you tag the ticket, based on the current status of the account? a Identity Verification>Advertiser Identity Verification > AIV b Identity Verification>Advertiser Identity Verification > AIV appealed - removed c Account Suspended > 1st time appeal - no online appeal > Upheld d 8 Bella Hadid contacted support to reactivate his old account as he wanted to continue advertising. As a support advocate, you found that the account was deactivated due to 15 months of inactivity. Following standard procedures, you escalated the issue to User Safety to review the reactivation request. The account was then successfully reactivated. What is the correct DfC coding for this issue? a Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/System deactivation b Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/Retained customer c Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/Inactive status d Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/Inactive status 9 DJ Khaled wants to set up custom event conversion tracking in Google Tag Manager to track form submissions on their website. After reviewing their account, you notice that they already have a Tag ID and an Event Conversion goal created. Therefore, they only need to configure their tags in GTM. The following are important steps they need to take, EXCEPT which one? a They need to have at least 2 tags in GTM: One for the base UET tag and another one for the Custom Conversion tag. b They must use all four event parameters (event action, event category, event label, and event value). If they don't, their goal won't function properly. c The event parameter values used in the custom event tag in GTM must match the event parameters set in their Event goal. d They need to use a user-defined trigger for the custom conversion tag, meaning they have to set up their own trigger to fire the tag. 10 Mina Murray created a new Performance Max campaign on her Google Ads account using stock images and other available assets. To expand her reach to customers, she decided to import the Performance Max campaign into her Microsoft Advertising account. However, upon completion, the Performance Max campaigns were not imported into the account. Mina contacted support to resolve the issue. How would you assist her? a Advise Mina to do basic troubleshooting and process the import again, as this might be a temporary issue only. b Inform Mina that stock images cannot be imported into the account, and any asset groups using only stock images cannot be imported either. c Guide Mina on how the advanced import settings work and check what gets imported. d Inform Mina to go to the advanced import settings, check the items not previously imported into Microsoft Advertising, and select all. 11 Customer reached out to support about a charge on their credit card that is not showing on their billing transactions in UI. Upon further checking, you confirmed that this was due to a pre-authorization hold as they are under the postpay threshold setting. Customer was able to understand the resolution provided and ended the chat. What is the correct tagging for the ticket? Choose one or more answers a Billing & Payments > Payment Methods and Payments > Pre-authorization education b Billing & Payments > Credit hold > Payment Collected c Billing & Payments > Payment Methods and Payments > Charge in progress 12 Mr. Rochester contacted support and complained that their account is on hold due to an unpaid balance. You were able to check that the billing settings are Postpay threshold and there's no unpaid balance on the account. Plus, there's no other account using the same card on file. How are you going to assist Mr. Rochester? a Create PCE and escalate to GFS (formerly WOCS) b Advise Mr. Rochester to contact the alias in their invoice if account is current or delinquent. c Create a collaboration ticket and escalate to Global Support for assistance. d Educate Mr. Rochester that the account is on hold due to the AIV not being completed. 13 Mr. Fitzwilliam Darcy reached out to you from CoPilot, asking for assistance in excluding websites that has high impressions but low conversions on their campaigns. Upon checking, they previously had a ghost contact earlier today, and it was linked on a Misroute - Ghost ticket. To continue supporting Mr. Darcy, how would you proceed with your ticket handling? a Own the Misroute ticket and update the SAP to Campaign and Ad Group Settings. b Own the Misroute ticket and update the SAP to Ad and Keyword Delivery c Create your own ticket under Campaign and Ad Group Settings SAP, then send a Ticket Ownership request to the previous advocate of the Misroute ticket. d Create your own ticket under Campaign and Ad Group Settings and continue supporting Darcy. 14 DJ Khaled contacted support because his company operates in the EEA, UK, and Switzerland and relies on advertising to drive conversions. He received an email entitled, "Action Required - Adopt Consent Mode for UET". To continue counting conversions, he is asking what should he do to ensure compliance with the Consent Mode requirements by May 5th, 2025? a Explain he can continue relying on manual third-party scans to capture consent signals and address non-compliant individual XIDs as needed. b He need to wait until after the enforcement date to start implementing the new Consent Mode requirements. c He can implement consent mode for UET or the TCF to be compliant with the new Consent Mode requirements. d He can implement a solution to capture consent signals manually until the enforcement date.

1

Juliet Capulet reached out to support for help with her reparenting request. After checking the account, you confirmed it is a Managed SMB account. What should your next step be?

a

Inform Juliet that you will process the transfer of the account right away then send an email to the account team via a collaboration ticket.

b

Inform Juliet that she needs to wait 24-48 hours for you to transfer the account then send an email to the account team via a collaboration ticket.

c

Inform Juliet that there is an assigned account team who can process her reparenting/account transfer request then send an email to the account team via a collaboration ticket.

d

Inform Juliet that transferring the account is not available then send an email to the account team via a collaboration ticket.

2

Yamada-san contacted support, frustrated about their AIV status as they are unable to verify after attempting multiple times for their account (F一ゼロ七九ZAN). They insisted that they already submitted 3 times and that the website document is only optional. How will you educate Yamada-san?

a

Inform Yamada-san that since you have exhausted all the retries, you will now proceed with escalating the issue to our internal team.

b

Inform Yamada-san that they still have 1 remaining retry and they must upload a website document as this is now required and make sure that all the documents provided matches the information in their account. -

c

Inform Yamada-san to submit an inline appeal as they have provided the correct documents.

d

3

Yamamoto-san reached out to support about their AIV as they want to make sure there were no errors, since the status is still Pending, and wants to know how long will it take to verify their account. What should be the SLA?

a

Advise Yamamoto-san to wait for at least 7-10 business days for the review to be completed

b

Advise Yamamoto-san to wait for at least 4 business days for the review to be completed.

c

Advise Yamamoto-san to wait for at least 3-5 business days for the review to be completed.

d

4

Yamamoto-san reached out to support about their AIV as they want to make sure there were no errors, since they already submitted an appeal since they were able to provide the correct documents, and wants to know how long will it take to verify their account. What should be the SLA?

a

Advise Yamamoto-san to wait for at least 7-10 business days for the review to be completed.

b

Advise Yamamoto-san to wait for at least 3-5 business days for the review to be completed.

c

Advise Yamamoto-san to wait for at least 4 business days for the review to be completed.

d

5

A customer reached out to support about their account, as they received an email about egregious status. Now, you noticed in UCM that an appeal was already submitted on that same day. What will be the SLA that should be provided to the customer?

a

The investigation may take up to 7-10 business days to complete.

b

(The investigation may take up to 5-7 business days to complete.

c

The investigation may take up to 5-7 days to complete.

d

6

Hetler reached out to support for assistance as his account was suspended and doesn't know what to do. He provided the account number (F一四三HE8). After verifying the email address and checking on the account, how will you assist Hetler?

a

Educate Hetler about egregious status and advise Hetler to complete AIV first prior to escalating their concern.

b

Educate Hetler about egregious status and inform Hetler that they can submit an appeal to our internal team for investigation.

c

Educate Hetler about egregious status and provide the account review form as this is for escalation already based on the information you found on the account

d

7

Customer raised an inquiry about AIV as they wanted to know more about the process and what it's used for, and provided account number F一四53HE8. After providing the resolution and assisting the customer, how will you tag the ticket, based on the current status of the account?

a

Identity Verification>Advertiser Identity Verification > AIV

b

Identity Verification>Advertiser Identity Verification > AIV appealed - removed

c

Account Suspended > 1st time appeal - no online appeal > Upheld

d

8

Bella Hadid contacted support to reactivate his old account as he wanted to continue advertising. As a support advocate, you found that the account was deactivated due to 15 months of inactivity. Following standard procedures, you escalated the issue to User Safety to review the reactivation request. The account was then successfully reactivated. What is the correct DfC coding for this issue?

a

Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/System deactivation

b

Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/Retained customer

c

Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/Inactive status

d

Advertising Solutions/Microsoft Advertising/Expert/Support/Reactivate account/Inactive status

9

DJ Khaled wants to set up custom event conversion tracking in Google Tag Manager to track form submissions on their website. After reviewing their account, you notice that they already have a Tag ID and an Event Conversion goal created. Therefore, they only need to configure their tags in GTM. The following are important steps they need to take, EXCEPT which one?

a

They need to have at least 2 tags in GTM: One for the base UET tag and another one for the Custom Conversion tag.

b

They must use all four event parameters (event action, event category, event label, and event value). If they don't, their goal won't function properly.

c

The event parameter values used in the custom event tag in GTM must match the event parameters set in their Event goal.

d

They need to use a user-defined trigger for the custom conversion tag, meaning they have to set up their own trigger to fire the tag.

10

Mina Murray created a new Performance Max campaign on her Google Ads account using stock images and other available assets. To expand her reach to customers, she decided to import the Performance Max campaign into her Microsoft Advertising account. However, upon completion, the Performance Max campaigns were not imported into the account. Mina contacted support to resolve the issue. How would you assist her?

a

Advise Mina to do basic troubleshooting and process the import again, as this might be a temporary issue only.

b

Inform Mina that stock images cannot be imported into the account, and any asset groups using only stock images cannot be imported either.

c

Guide Mina on how the advanced import settings work and check what gets imported.

d

Inform Mina to go to the advanced import settings, check the items not previously imported into Microsoft Advertising, and select all.

11

Customer reached out to support about a charge on their credit card that is not showing on their billing transactions in UI. Upon further checking, you confirmed that this was due to a pre-authorization hold as they are under the postpay threshold setting. Customer was able to understand the resolution provided and ended the chat. What is the correct tagging for the ticket?

Choose one or more answers

a

Billing & Payments > Payment Methods and Payments > Pre-authorization education

b

Billing & Payments > Credit hold > Payment Collected

c

Billing & Payments > Payment Methods and Payments > Charge in progress

12

Mr. Rochester contacted support and complained that their account is on hold due to an unpaid balance. You were able to check that the billing settings are Postpay threshold and there's no unpaid balance on the account. Plus, there's no other account using the same card on file. How are you going to assist Mr. Rochester?

a

Create PCE and escalate to GFS (formerly WOCS)

b

Advise Mr. Rochester to contact the alias in their invoice if account is current or delinquent.

c

Create a collaboration ticket and escalate to Global Support for assistance.

d

Educate Mr. Rochester that the account is on hold due to the AIV not being completed.

13

Mr. Fitzwilliam Darcy reached out to you from CoPilot, asking for assistance in excluding websites that has high impressions but low conversions on their campaigns. Upon checking, they previously had a ghost contact earlier today, and it was linked on a Misroute - Ghost ticket. To continue supporting Mr. Darcy, how would you proceed with your ticket handling?

a

Own the Misroute ticket and update the SAP to Campaign and Ad Group Settings.

b

Own the Misroute ticket and update the SAP to Ad and Keyword Delivery

c

Create your own ticket under Campaign and Ad Group Settings SAP, then send a Ticket Ownership request to the previous advocate of the Misroute ticket.

d

Create your own ticket under Campaign and Ad Group Settings and continue supporting Darcy.

14

DJ Khaled contacted support because his company operates in the EEA, UK, and Switzerland and relies on advertising to drive conversions. He received an email entitled, "Action Required - Adopt Consent Mode for UET". To continue counting conversions, he is asking what should he do to ensure compliance with the Consent Mode requirements by May 5th, 2025?

a

Explain he can continue relying on manual third-party scans to capture consent signals and address non-compliant individual XIDs as needed.

b

He need to wait until after the enforcement date to start implementing the new Consent Mode requirements.

c

He can implement consent mode for UET or the TCF to be compliant with the new Consent Mode requirements.

d

He can implement a solution to capture consent signals manually until the enforcement date.

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Japan Support Team

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Japan Support TeamOnline version

by Osaki Hikaru

Juliet Capulet reached out to support for help with her reparenting request. After checking the account, you confirmed it is a Managed SMB account. What should your next step be?

Yamada-san contacted support, frustrated about their AIV status as they are unable to verify after attempting multiple times for their account (F一ゼロ七九ZAN). They insisted that they already submitted 3 times and that the website document is only optional. How will you educate Yamada-san?

Yamamoto-san reached out to support about their AIV as they want to make sure there were no errors, since the status is still Pending, and wants to know how long will it take to verify their account. What should be the SLA?

Yamamoto-san reached out to support about their AIV as they want to make sure there were no errors, since they already submitted an appeal since they were able to provide the correct documents, and wants to know how long will it take to verify their account. What should be the SLA?

A customer reached out to support about their account, as they received an email about egregious status. Now, you noticed in UCM that an appeal was already submitted on that same day. What will be the SLA that should be provided to the customer?

Hetler reached out to support for assistance as his account was suspended and doesn't know what to do. He provided the account number (F一四三HE8). After verifying the email address and checking on the account, how will you assist Hetler?

Customer raised an inquiry about AIV as they wanted to know more about the process and what it's used for, and provided account number F一四53HE8. After providing the resolution and assisting the customer, how will you tag the ticket, based on the current status of the account?

Choose one or more answers

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