Introduction
What is Nova Case?
Nova Case is a new tool that has been designed with your feedback to improve your experience as an Ambassador and our Community’s support experience.
What do you call the icon below the Belo?
Inbox.
The main use for the iFrame is?
To log in and change your status.
What is Screen Share?
Screen Share is a feature that allows you to view the Airbnb screen of a user in real time.
What is a Case Composer?
This is the main section of the new Case interface, and can be found in the centre of your Case.
True or False: In Atrium, you can support one user at a time.
False, we can support multiple users.
True or False: We can't change the environment from Production to Training in Nova cases interface settings.
False. We can change the interface from Production to Training or vice versa.
True or False: We can use all the buttons on iFrame.
No. We can only use it to go on mute and change auxes.
True or False: In manual case creation, you should always pick either Guest or Host Ticket.
False, it should be either Guest or Host Case.
True or False: Multi-Party is a new feature that allows all parties involved to be linked in one Case.
True.
How many reservations can we attached to a case?
Multiple or more than one.
What is an Airwave?
This is where you can view and send messages to your colleagues.
Before you go on break, what aux status should you select?
Busy - Inbox management
What button do you click to activate the "Become User"?
More Actions then click Become User.
What is "Translate Outgoing Message"?
This is where you can translate the message you created to send the user.
Is the statement correct: Support Ambassadors are pulling cases.
No, all cases are now being pushed to the Support Ambassador's Inbox.
The things you can see on your inbox are _____ and ______.
Open and Pending Cases.
What should you never do with iFrame?
Use the log out button.
Define what is overview, solutions and attachment.
Overview - In the Overview tab you can see contact information of the related user(s) associated to the case as well as any reservations linked to the case
Solutions - In the Solutions tab you will find Nova Knowledge articles related to the contact reason selected, as well as suggested Help Center articles that can be used to solve the case. You can also see the Nova Guide here.
Attachments - In the Attachments tab, you will find all of the attachments linked to the case, should there be any.
What should you do if you exceed the threshold limit when issuing a coupon?
Continue to create a coupon and if it exceeds your threshold, your Lead will receive a notification for a 4 eye approval. These approvals are now automatically generated and forwarded to your Team Lead if the amount exceeds the limit set for your ambassador team/role.
A note will also be added to your timeline to confirm that the coupon is pending approval, as shown below.
Fill in the blank: To transfer case, ambassadors should use the __________.
Transfer Tool/Guide.
Where can you create a case manually? Two answers.
Search, the account of the user then go to support tab to create a case (either for Guest or for Host) and Quicklinks.
For you to receive cases, what should be your status on iFrame?
On Queue.
What are steps to do Money Transfer?
1. Click on the reservation page.
2. Once you are on the reservation page, scroll down and select "Transfer Money".
3. When filling out the details, please ensure to select "case" and enter the case number associated to the transfer. You can find this at the top of the overview tab after "Case #".
What are the two types of attachment in Solutions Tab?
Added for reference - attachments that is only Support Ambassadors can see
Added to Threads - attachments that is visible to a user