"Can't Log In"
A Customer states they are unable to log in. You locate their email address is using a Hotmail domain. What would you do?
Force user log out and send KB0095405 requesting new email domain from customer.
Customer stated they forgot to scan their app for their last transaction. What would you do?
Request additional transaction information
"When I tried to take the survey after I got my receipt, the survey wouldn't pop up and kept giving me an error message." What do you do?
Send a Chick-fil-a regular or spicy sandwich.
You finish a case about a Birthday Reward, What is your "Support Category, Category, and Subcategory" in Service Now?
Digital, Rewards & Points, Rewards
What is the name, number, and letter that Support Now is located in?
Lincoln 200- G
Customer states they "reset their password but they still cannot log in". Where do you check to see if they received the link?
The "Actions" tab in Service Now.
A customer claims "I did not receive my redeemed Medium waffle fry reward when I picked up my order on 3/18. What would you do?
Direct back to restaurant
"My Spicy Chicken Sandwich reward disappeared." Where can you check to see if that is true?
The "Available, Used, or Expired" Subcategories under "Rewards" in Supportal.
A guest states they can't log in, you discover the account was created via Google. The correct KB is sent... What is the correct Resolution Code?
Recovery & Response
What college did Marcus Hudson attend?
Georgia Southern University
How can you tell if a customer has regained access to their account?
They placed mobile orders AFTER initial contact.
" I used my reward for my DoorDash order."
Need additional info.
"I redeemed 1200 points for 2 sandwiches and Doordash refunded my order, can I get my points back for my rewards?" What do you do, give them the reward back or the points?
Reimburse them for points (if the order is refunded)
You open the CARES case and see there's an (empty) where the consumer information should be. Where do you go to input the guest's information?
The "i" icon to input the Name, Email, and CFA-ID
What is the name of the company that caters/cooks our hot meals everyday?
Hanna Brothers
A first contact report reads "My app keeps crashing and all my points are missing" Supportal shows the customers account was created via Facebook. What would you do?
Send KB pertaining Facebook created accounts.
"I went to the Braves game and did not receive my free sandwich for the home run. I went to the restaurant, and they told me to contact CARES. Can I have my reward?!"
Direct customer back to restaurant.
"Can you let me know if my medium fry reward was used on my order? The location is 01342 and the order number is #24384761 on 3/7/23." What steps do you take?
Locate transaction, view line items, check to see if reward was comped
You open the "Consumer" tab and see there's multiple CARES Cases... What do you do next?
Follow the Duplicate Case of CARES process.
What are the names of the Director and Executive Director of Support Now?
Director- Todd McCawley
Executive Director- Robert McLaughlin
The customer received the verification email and still cannot log in. What do you do next?
Verify how the account was created (via Facebook, google,email)
"This is my 6th time contacting y'all about my refund for the order I picked up last week, and I STILL keep getting these robotic responses that do not help me. Give me my money back or I am going to Zaxby's!"
Direct customer back to restaurant.
When does the new points system go into effect for Chick-fil-a One Members?
April 4th, 2023
Name 2 scenarios you would experience from BOTH priority levels 2 AND 4.
2- Fraud, unable to access, financial/funds/refunds, personal property, unable to log in/password resets
4- Compliment, general inquiry, general request (merge accounts, update email, add birthday), points and rewards, policy disagreement
What is Truett's full name?
Samuel Truett Cathy