(Blank)
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
You have three cases in your "Open" inbox as all three users have responded.
Handoff, One day old ticket, Two hours old ticket
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
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 specialised 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
Guest reports that the listing’s smoke detectors have been removed. After leaving the listing the Guest shares that there was only one bedroom, despite the listing being advertised as having two.
Missing Critical Amenity: Safety Feature and Misclassified Listing: Occupancy Misclassification
A guest calls in to report that the listing is above a nightclub and sleep is nearly impossible. Later during the investigation, the Guest says that at check-in, the Host took them down the street to a different address due to construction in the listing.
How would you flag these violations in the Nova Guide?
Undisclosed prolonged and disruptive noise: Unexpected noise and Undisclosed prolonged and disruptive noise: Unexpected noise
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.)
The Guest reports the host’s wifi was out or low-functioning the entire trip, which impacted the Guest’s work schedule. Additionally, there were no extra blankets in the listing and the Guest was cold at night.
What flags would you need to log in the Nova Guide for this case?
Low functioning amenity: Amenity not working as expected and Missing Critical Amenity: Towels, bed sheets, bed linens