WORKFLOW
ALL VERTICALS
USP (TOP PROPS, how to use)
PSS Slack Handles
Team Processes
100

 How do you send Feedback to tier 1 agents as an advanced agent?(walk us through)

bottom right of the ticket you can submit feedback to agents

100

 Where do you go to view your layers tool?

in the top right in the tools section right below preview

100

how do you add a number to call a user if they give you another number to call them back on?

very top right 3 dots to bring up add number selection

100

What team do you contact when it involves a automation issue

@crm

100

Where do we check our weekly/monthly/quarterly KPI's?

go to Monday and locate the in the KPI's Tab

200

How to properly ask for help in #techteam channel?

@ the correct team and explain your issue in depth while including BO/Site Name/ Screenshots/Video

200

How do you add a signature field on a wix form? (walk us through)

click on Wix form > go to "Add new field"> Go to "advanced fields"

200

Where do you go to check the DNS connection in the User success tool?

in ASK in the first section "choose product"

200

What team do you contact when it involves a user trying to sue Wix

@legal

200

Where do we go to Update our time cards? (be exact which page)

My time card page

300

What is the offline escalations process - (Bonus points for how to explain the process to the user to make them feel good about the escalation)

you find the correct saved reply for the certain issue from there you can assign ticket to correct team and leave ticket open

300

how to connect a domain to wix via pointing? (walk us through)

 go to domains page and add existing domain. Then you would connect the domain you already own. Then input correct records shown on domain page on domain host end to establish connection. 

300

how do you add/delete ticket labels?

in the ticket section in ticket labels

300

 What team do you contact when it involves a site loading slow?

@loadingtime

300

What's the Scheduled PTO process? (walk us through)

  1. message allie directly first requesting PTO for specific date/ time
  2. add your request to ADP
  3. add your PTO to the team PTO Calendar:
    1. Add Event
    2. Title it "Your Name PTO"
    3. Select all day or select times
    4. Select "Allie's Team PTO" Calendar
400

 What is the Scheduled callback flow (not to be confused with the manual callback flow. ALSO bonus points, what status do you go into for this)

Step 1: Ask the user for the best time and date for which we can call them back.

If the expert has calls scheduled during the time of the requested call back and are willing to call the user back please include this in your internal note. If not the user will be scheduled with the next available expert during that date and time.


Step 2: Follow normal flow if leaving all internal notes about the interaction for the next expert.


Step 3: Add the "Scheduled Request" label


Step 4: Leave an internal note with Users time and date, leave the ticket open for Scheduler to assign an expert.

400

How do you send your site collaborators form notifcations from your site?

  1. Go to Forms in your site's dashboard.
  2. Choose a form to update its settings
  3. For site forms: Click the More Actions icon next to a site form.
  4. Under Notifications, choose how you want to get notified and notify others
  5. Select Inbox, Email & Mobile App.
  6. Click the Choose collaborators from the list drop-down and select a collaborator to notify when someone submits this form. You can also click Add Collaborator to create a new site collaborator.
  7. (Optional) Click the drop-down again to add another collaborator.
400

where do you go to find the link for the suggestion you are going to make so you can send to the user?

when clicking the actual suggestion

400

Which team do you contact when it involves a hacked account

@abuse

400

What's the Process for when you have an IT/ ACC issue? also who to contact for which?

If we're having ACC Issues, submit them to #wix-answers and #wix-answers-cc-bugs with a detailed description of what error is occurring, as well as screenshots and videos and tag me in them.

If you are having an issue outside of ACC, submit a report to #it and submit a JIRA if needed.

Once the TS + bug reports have been completed, create a calendar invite with "Name ACC/ IT Issues" for the title + add the bug report slack link to the description + add Allie as a guest to the invite + set the time to how long the issue took you offline for

500

How do you setup ScreenConnect with a MAC User?(walk us through or provide article and walk us through) i have a mac so we can test it out

https://gtar.zendesk.com/hc/en-us/articles/360036513333-ScreenConnect-Safari-Mac-OS-

500

How do you submit your sitemap directly to google?

  1. Select your site on your Google Search Console home page.
  2. Click Sitemaps from the menu on the left.
  3. Type sitemap.xml in the text field next to your domain.
  4. Click Submit.
500

How do you check when the user last published the site in the User Success tool?

site info

500

What team do you contact when it involves a user trying to connect to the channel manager

@hotels

500

What's the unplanned PTO process?

  1. message me directly first requesting unplanned PTO (unplanned is anything that is not 10 days in advance)
  2. Send me an email titled "Expert Name Unplanned PTO date" with a quick description of when/ why you are requesting off
  3. fill out the WF Out of Office Form
  4. add your request to ADP
  5. add your PTO to the team PTO Calendar:
    1. Add Event
    2. Title it "Your Name PTO"
    3. Select all day or select times
    4. Select "Allie's Team PTO" Calendar
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