SFDC
Take Ownership!
Where can you find the Workflow Tool?
In the quick links section at the top
What is the purpose of Mint?
To house account-related information for Merchants on a store level and business level.
To view the history of changes for any Merchant.
To make store payments.
When adding a new user to the Merchant Portal, what 2 roles can you select?
Store Operator
Store Manager
What does HQRR stand for?
High Quality Resolution Rate
When searching for KBs, in which part of the title does it state which team the KB applies to?
At the beginning, where it shows the Customer type and LOB abbreviations.
What are the 6 sections in the Store Vitals Tool?
Store availability & status
Account & onboarding
Sales & marketing
Menu & order protocol
Banking & payments
Fraud & security
Order Protocol
Confirmation Protocol
Payment Protocol
Shopping Protocol
Where would you direct a Merchant to look if they wanted to view their Tax Forms?
Financials > Statements > Tax Forms
What are the 3 Characteristics of HQRR
1. Ease of Resolution
2. Complete Resolution
3. Speed to Response
What two tabs can you use for updating tags such as Issue, Issue Category, status, etc...?
Case Details tab and the Details tab.
What 4 bits of information can you use to search for an Mx account?
Store ID
Phone Number
Store Address
What is the maximum dollar amount you can create a store payment for?
$9,999.99
$10k and above must be paid out using a JIRA
Where can an Mx see their Marketing Wallet?
Marketing > Campaigns > Top right corner with the coin.
What are the 4 Core Behaviors of HQRR?
1. Diagnose
2. Make it Easy
3. Resolve
4. Close the Loop
When looking at a case, which tab in SFDC do you go to view duplicate cases?
Related Cases
(Related cases by Account and Related cases by Delivery)
Where can you access the MapViz Tool?
On an order page, in the dropdown menu at the top right of the map.
What does it mean if the "Is Active" box is checked on a MINT Store Page?
The Mx is appearing on the DoorDash app and website and is accepting orders.
What is the step-by-step process for a Merchant to block a Dasher?
1. Open the Merchant Portal
2. Click on the Orders Tab
3. Locate the order associated with the Dasher
4. Click on Rate Dasher
5. Select Block Dasher
Determine the pass/fail status for Diagnosing:
"Thank you for reaching out to DoorDash Merchant Support. My name is Darnell, and I will be assisting you today with this order."
Fail. While Darnell did introduce themself, and mention the issue was regarding an order, the issue could have been more detailed with an Order ID, date, name of Cx, or other identifying pieces of information.
What is the process to find the Decision Maker (DM)?
1. Open an Mx account in SFDC.
2. Click "View All" under the Contacts section on the right side.
3. Look at the "Role" column to find the DM.
Where can you view the POD photo?
In the order page, within the timeline on the right side
What are the 3 images we can change on the MINT Business page?
Cover Image
Cover Square Image
Logo
What are the 5 requirements to earn the "Most Loved" status?
1. Menu Markup
2. Missing or Incorrect
3. Cancellations
4. Photo Coverage
5. Minimum of 20 orders per month
When thinking of STR, how long do you have before the first outbound communication needs to be sent?
What about when transferring a case to another team?
6 hours to respond to Mx if you're taking ownership of the case.
2 hours to transfer/escalate the case if you're not taking ownership.