Knowledge Base/KBA
First resource an agent should check before answering.
What is the knowledge base (KBA)?
Closing case before confirming acceptance hurts this score
What is CSAT?
Daily Double - This dashboard shows your assigned cases
What is My Work/My Cases
Inbox Tasks
Where people leaders go to review and approve items submitted by their team members
To create a healthier world for all people
What is Gilead Vision Statement
What to do when KBA is missing key steps.
What is submit KBA update request?
Daily Double - The SLA clock only stops when case is in this status.
What is On Hold?
Phrase in response to ask after employee is ok to close case
What is “Anything else I can help with?”
Menu > Global Wellbeing Reimbursement
Where do employee go to submit my global wellbeing reimbursement
December 25 - January 31
What are dates for US Holiday Shutdown 2025
Daily Double - KBAs should avoid this type of information to protect privacy.
What is Personally Identifiable Information (PII)
Practice that reduces back-and-forth messaging
What is proactive communication with customer?
To refine search results and focus on records that match certain attributes.
What is a Filter?
Daily Double _Process used when employee changes positions
What is Job Change?
Daily Double -Integrity, inclusion, teamwork, excellence and accountability
What are foundation of Gilead core values and future success
Action when scenario not yet covered in KB
What is create/document new KBA?
Recommended time before reminder message.
What is 2 days?
A case that has exceeded is SLA target?
What is a breached case?
Employees update address, phone, contacts here
What is Personal Information?
Recognition of employee contributions and achievements in simple and memorable way
What is the Gratitude Award Program?
Structure: Situation → Action → Result.
What is KBA/SOP formatting
Case status when waiting on employee reply
What is Tags - Awaiting Acceptance
In ServiceNow for HRSS, workspace that shows Open cases by category or person, SLA breach trends, Average resolution time, Employee satisfaction scores
What is HR Shared Services Dashboard
Double Jeopardy - Centralized workspace designed for people leaders to manage their teams and access key HR information.
What is Manager Dashboard?
An American biopharmaceutical company headquartered in Foster City CA
What is Gilead Science Inc?