Promotions
Issue Codes
High Priority
Knowledge
Potpourri
100

What is the the correct promo code that we use in Salesforce, when we receive a contact about Mobile Order Mondays

Bonus Points Offer 100

100

What notification do we send when a guest is receiving APP 4241

Declined CC Notification
100

When a guest emails in reporting fraudulent transactions on their account and do not provide a call back number, what is the email template that we send?

"Call You"

100

What does AAS stand for in our Knowledge articles?

Agent Action Steps

100
What's the smallest ocean in the world?

The Arctic

200

Where in Agility can you see the DMA the guest lives in?

Custom Attributes

200

If a guest is receiving an item lockout error when trying to order OTG, what notification is sent?

OTG Field Notification

200

If a guest is reporting credit card transactions that they do not recognize from a store they typically go to, what are the two notifications that get sent?

Default and Fraud Notifications

200

According to Knowledge, what are the questions that you need to answer in your case notes when handling an Account Compromised case?

  • Has the guest completed MFA/Account Verification with their phone number?
  • Date or date range of suspected activity (capture the earliest date in the Incident Date field)
  • Amount that was used (unauthorized transactions/reloads)
  • Who else has access to the account (friend, relative, co-worker)
  • How many times this has happened (it not first time, contact supervisor or manager)
200

What is a praline?

A combination of almonds and caramelized sugar. 

300

Is regular cold brew coffee included in the $3.00 nitro cold brew promotion?

No

300

If a guest is receiving APP 4313 "text start" error, what is the process that we follow?

Send an email to Scott/Sam/Alex with the guest's phone number

300

When a guest's account is compromised, what is the process to recover their account?

Terminate sessions, send the guest a password reset, confirm that the guest has logged back in with a new password, and add a new gift card onto the guest's account.
300

Tell me 3 DMAs that are currently participating in the Free Coffee Wednesday Offer

Check Knowledge
300

What is the rarest M&M color?

Brown

400

How many bonus points will a guest receive if they combine the Free Sunrise Batch offer with the double bonus points on sunrise coffee promotion?

0 Points

400
What system do we check when a guest is receiving APP 42094205? What could the possible issues be?

Clientline Enterprise. CVV/Address Verification failure

400

When handling a potential fraud case, how should you be communicating with the guest?

By phone

400

According to Knowledge, what are the 5 points of verification you need to confirm with the guest before sending them an MFA code?

  • Name on the account
  • Email address
  • Mailing address/ Zip Code
  • Mobile phone number that can receive text messages
  • Last transaction (date, items, location, etc.)
400

Which Major Championship did Serena Williams win while pregnant?

The Australia Open

500

What is the date of National Donut Day this year?

June 3rd

500

What is the correct way to re-escalate a case to IT?

Use the push function within JIRA in Salesforce.

500

Who are our contacts in LP that assist us in our Fraud cases?

Charlene and LaVonna

500

In what Knowledge article can you find information on the promotions for the multi-tender welcome series?

Bonus Points offer 200

500

How many donuts and munchkins does Dunkin sell annually?

2.9 billion

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