Cloud9
An Ambassador can use the "Casework" aux code to follow up on an open or pending ticket. True /False?
True
An Ambassador received a call from a Guest who had a last-minute cancellation. After sending a follow-up email, the Ambassador makes an outbound call to the Host. What aux code should the Ambassador use while making the outbound call?
After call Work (ACW)
The Guest called Airbnb to cancel a reservation citing cleanliness issues. However, they decided to postpone their decision and reach out again later. The Ambassador sent a follow-up message with additional information. Approximately two hours later, the Guest messaged the Ambassador and requested a phone call. Which Not Ready Reason code should the Ambassador use while making the requested phone call or reviewing the message?
Nova_Phone - Casework
In the middle of your interaction with the H over the phone, the H handed over the phone to his wife. Do we need to provide the OBC spiel? Yes or No?
YES
What is the name of the new tool that will replace NOVA?
Atrium
This helps our ambassadors in following procedures and policies enhancing the users experience and speed up providing the resolution, what is this?
Nova guide
What are the three techniques in Mediation?
Surfacing Interest, Generating Options and Communicating the Outcome.
What is S.R.O?
Safety, Recognition and Order
“I used my coupon to book this reservation, then I canceled because of the changes in location. Why can’t I see my coupon now?
Advise the Guest that coupon can no longer be reactivated if reservation has been canceled from their end
Once we create a ticket under the user’s account, how many minutes do we need to update the ticket?
Within 60 minutes
You have three cases in your "Open" inbox as all three users have responded.
Handoff, One day old ticket, Two hours old ticket
GCI reported that they need to cancel their reservation since the Host is not yet in the property and they have been waiting for 2 hours in front of the listing. As CXL ambassador can we cancel the reservation? Why?
The Ambassador should escalate the call to the R2 under Check in troubles WF.
You've been assigned to an existing case and the user insists several times on talking to the initial ambassador. What should you do? -
Acknowledge the user's insistence and apply macro: Community First 2.0 - Ownership - Case Update
What should the new support ambassador do if they take over an active Resolutions case (R1, R2) that an ambassador is already working on resolving?
Take over both the guest and the Host tickets assuming a resolution has not been reached
In our Nova Toolm Real Time Agent Assist continues its efforts to improve the Ambassador experience. The ________ helps the ambassador to efficiently understand the brief summary of the previous MT and allows them to get the essential context regarding the ticket.
Ticket Summarization
If a certain review is Discriminating in nature where do we Escalate the ticket?
Escalate to Regulatory Response
When completing the ticket metadata, which group should you select before solving the ticket? -
The group that applies to the case. (When completing the ticket metadata, the Support Ambassador should select the appropriate group that applies to the case before solving the ticket. This helps to ensure that the ticket is properly classified and can be tracked accurately.)
What is the minimum number of photos needed when creating a listing?
Five
This tool allows Ambassadors to see the original data record of the reservation such as number of guests, amenities etc., after the reservation status was accepted?
Snapshot
When a Service Ambassador actively listens and use empathy statements during their interaction with the user, which Service Promise is being practiced?
Host Our Community
What are the acceptable override reasons for Nova Guide? (Give atleast one)
What is the purpose of the Community First 2.0 policy?
To clarify when it is appropriate to take over a case vs. when to leave it with the existing Support Ambassador
Which of the following situations is a valid reason for taking over a case?
The ticket has been escalated to a specialized team
The user asks for a supervisor on the call, and you are not the original Ambassador on the ticket
The user requests to stay with the previous support ambassador and you explain that you have all the necessary information to handle the request
There is a bug report on tickets
The user asks for a supervisor on the call, and you are not the original Ambassador on the ticket
If a user wants a published review to be removed or edited where do we Escalate the ticket?
Escalate to Resolution 2
_______ is one of the features of Nova Genesys where we can reach out to our peers or colleagues to communicate with them via chat.
Airwave