Basics
The tool we use for internal communication.
What is Teams and/or Nova Chat (TinCan)?
This is the authentication method you should always try to prioritize.
What is Pin Authentication?
This is the team that handles Review Disputes.
What is Resolutions 1?
You find it on the left side of Nova Profile and you use it for your daily work.
What is the Ticket Pane?
True or False: CE needs to write admin notes after every message to the user.
False
The tool you use to check your schedule.
What is NICE?
False.
This is the team that handles Bed Bugs cases.
What is Resolutions 2?
This is the button you will press to check the most recent payouts of the Host.
What is Transaction History?
The most common reason for CE to write admin notes.
What is an Escalation?
The channel you will use to report problems with your device.
What is the IT channel?
What is Germany?
This is how we call it if you send the user to another team directly on the phone call.
What is a Warm Transfer?
This is the tab in Nova in which you can find messages between users.
What is Communications tab?
This is the name of the macro that allows you to write admin notes if you need them on your ticket.
What is Case Update Macro?
They are responsible for making your schedule.
What are RTAs?
What is Italy?
This is the team that handles damage compensation requests from Hosts.
What is Claims?
This is the name of the main work statistic we need to reach.
What is NPS and/or SPD?
True
This status in NICE means that you are on Messaging in Nova.
What is Open Deferred?
This is the reason why we are not asking for the year when asking the user for DOB.
What are cultural differences? (It is considered rude to ask for age, especially ladies, in some cultures.
This is the team that handles users who owe Airbnb money for a very long time.
What is Collections?
This is the name of all NPS scores equal to 7 or 8.
What is a Passive?
This the name of the macro you will use to indicate taking over the ticket via CF.
What is Case Reassign macro?