Day 5 review
Below are the information needed to setup an Airbnb account, except: Profile video, Gov ID, Email address and Phone number.
Profile video
How many times can we send a PIN to the same phone number?
Thrice
What information do we need to ask from Non-users in order to create a case?
Name & Email address
What do you call the chat option to other support ambassadors in Atrium Tool?
Airwave
Chief Executive Officer of Airbnb.
Brian Chesky
Indicates that the trip request has been accepted by Host and the payment was successful.
Accepted
What caller type shall we not send a PIN to?
POC
What shall we do if one of the information needed during the authentication is missing?
Ask the user to complete the setup on their end.
Where will you transfer the case related to discrimination?
Regulatory Response
What does the BNB mean in Airbnb?
Bed and Breakfast
Status indicates that the reservation payment has failed and the guest needs to complete a new payment within 24 hours
Awaiting Payment
In which part of your call control panel (green call bar) can you see the authentication status?
Caller ID
What macro shall we use if the user requested for a callback but was routed to voicemail.
Callback Unsuccessful
The button to click in finding out the flags created by other team to the user accounts.
Admin Flag
The type of credit that has no expiry date if the Guest chooses to cancel a reservation.
Booking Credit
Shows if there was an issue with the Guest's payment method.
Failed Verification
If the General Caller is calling using a verified phone number, what information shall we ask?
Complete Name and One of the ff: Email, DOB, Payout or Payment method
Below are the exemptions for Inbound Authentication, except:Sensitive Safety Concern,ATO, Pro-Host and Non-User
Pro-Host
This is a tool in Airbnb where we can send money to the Host or Guest.
Resolution Center
Where are we going to escalate the issue regarding allergens or mildew?
Resolution 2
Status shows if the reservation is yet to be accepted by the Host.
Pending
What information shall we ask if we do an outbound call to a verified phone number?
Firstname
Name one information must not be revealed to a caller.
Yearly earnings information, Earnings detail, Payout Routing information
This is the area on Atrium tool that you can find the relevant workflow if you have chosen the correct contact reason.
Solutions Tab
What is the Service Promises of Airbnb that you anticipate the User needs when asking for help?
Make service magical