Law & Order
The portion of the law in a state, country or city that specifically governs educational bodies such as public and private schools and universities
What is Education Law?
When an agent does not show up for their scheduled shift.
What is a NCNS?
Someone who uses foul, inappropriate language or use discriminatory remarks based on gender ethnicity towards our agents.
What is an abusive caller?
When an agent chats in about the pro requesting a note be placed to the profile just for today, you would use the ____________ disposition.
Temp Memo/Status
If an agent reports that the Playbook is not working for them, you can manually trigger the playbook for them. TRUE or FALSE?
TRUE
When someone needs assistance with a trust administration, this is considered an estate planning matter. TRUE or FALSE?
FALSE
This falls under the category of Probate.
An agent is considered tardy if they have not shown up to their shift after 10 minutes. TRUE or FALSE
TRUE
An agent can request to go offline to catch up on summaries 4 minutes before their break time. TRUE or FALSE?
FALSE
It is only approved if it is currently or their scheduled break time.
A form in which an agent fills out when they notice something on the pro's profile that needs to be updated.
What is the Pro Update Request Form?
A process in which we need to conduct in order to verify the presence of each employee within their scheduled shift.
What is an accountability check?
A system of law concerned with private relations between members of a community rather than criminal, military, or religious affairs.
What is Civil Law?
When a Playbook populates into the chat channel, we are to assign ourselves to the Playbook, and disposition it accordingly. TRUE or FALSE?
FALSE
The status when the number of to-dos is greater than the number of online agents x2, and there more than 10 LC/VMs.
What is Code Red?
A chat is considered ________ any time intent is relayed and we have their name and email address.
Relevant
When an agent informs you that they had accidentally picked up coverage, you can go into the Scheduler and remove the shift for them. TRUE or FALSE?
FALSE
If an agent needs to add or delete their schedule, they can add or delete which will submit the request to management. Schedules cannot be "edited."
It provides for the development of a plan that allows a debtor, who is unable to pay his creditors, to resolve his debts through the division of his assets among his creditors.
What is Bankruptcy Law?
When an agent reports that the pro has no available times on the calendar and has noted this information in their summary, you would disposition the chat as 'Follow up email needed.' TRUE or FALSE?
FALSE
Disposition the chat as 'No support action required."
When multiple agents report that they cannot complete a test call on T4.
What is a Training Server Outage?
An online service that matches customers with local professionals and businesses.
What is Thumbtack Chat Integration?
A chatter/caller who is looking to provide the pro with something produced by physical or intellectual effort in means of serving the business.
What is a sales caller/chatter?
This involves all of the regulations and statutes that seek to create a more equitable balance for buyers in the marketplace and prevent sellers from using dishonest tactics.
What is Consumer Law?
If you were unsuccessful in finding coverage, or it is a same-day request, you are to fill out the _______ in the support coverage channel.
Workflow
"I need coverage!"
An automated multi-step process that guides an agent on diagnosing and repairing their connection for call efficiency.
What is the Troubleshooting Workflow?
This guides our chatters through a series of predetermined, logic-based questions and provides them with information.
What is a Playbook?