Taxonomies
What taxonomies would you use if a guest reports receiving the incorrect amount of change?
Taxonomy 1: Financial
Taxonomy 2: Cash Transactions
Taxonomy 3: Incorrect Change
What are Notifications called in ServiceNow?
Non-Consumer E-Mails
What priority cases should Alorica agents handle?
P3 and P4. P1 and P2 cases will be handled by HP agents.
What taxonomies would you use if a guest reports an issue with merchandise they purchased in a restaurant or at retailer (reusable mug/tumbler, apparel, ornaments)?
Taxonomy 1: Inquiry & Feedback
Taxonomy 2: Feedback
Taxonomy 3: Merchandise
Where will you find a response from a franchisee after a case is escalated to the store?
Within the Non-Consumer E-Mails tab.
After how many days does a case close automatically?
60 days - after a case closes, you cannot edit the case.
What taxonomies would you use if a guest is looking for a replacement coupon or is requesting a coupon?
Taxonomy 1: Loyalty and Customer Accounts
Taxonomy 2: Promotions
Taxonomy 3: Coupon
When you search for a notification e-mail template, what button do you need to select to make sure the correct e-mail template is sent?
Select "Apply Template"
What State does a case go into after it is created manually or automatically?
Open
What taxonomies would you use if a guest reports an issue with a franchisee team member being rude, ignoring them, swearing/being loud or behaving inappropriately?
Taxonomy 1: On-Premise Experience
Taxonomy 2: Team Members Interaction
Taxonomy 3: Crew Friendliness
What notification should be sent when a guest requests to cancel a cake order?
The agent should send a Cake Cancellation Notification. The taxonomies would be:
Taxonomy 1: Order
Taxonomy 2: Fulfillment
Taxonomy 3: Cake Cancellation
What state does a case go into if the agent is waiting for more information to be provided by the guest?
Awaiting Information
What taxonomies would you use if a guest wants to know how to use the mobile app or guest wants to know how to place an order, edit favorites, etc.?
Taxonomy 1: Technical
Taxonomy 2: Apps and Sites
Taxonomy 3: How To
What will the Substate and Non-Consumer E-mail be if a guest claims the coffee they received did not taste good?
Substate = Not Resolved By Franchisee
Non-Consumer E-Mail: Default Notification
If the ____ field needs to be changed, all other coding will go away.
Brand