5 Most Recents
What do you do after you change the requester on a ticket?
1) Refresh 5 most recents
2) Merge in the applicable tickets
If you are on the phone with an agent and they want to cancel- which Retention tier within in would you pass that to?
Send to Tier 2
What do you do if an agent calls in and says I just ordered an ad yesterday and its not live yet?
1) Advise the agent it can take up to 48 hours for ads to go live
What do you do if an agent calls and says my client no longer wants to receive emails from me?
1) Uninvite them from the agents user tool
What are the three different areas where you can check for related tickets for the same user?
1) 5 most recents
2) User count in Zendesk
3) Ticket History App
What items are required in the internal notes macro?
1) entity ids and account links for any account you make changes on
2) actions taken on the account
3) any information that was changed or removed on the account
How can you permanently change the text that appears on all agents ads in the future?
Use the default ad text link
My listing has the wrong school on Homesnap but it's correct in the MLS can you update it?
If its correct in the MLS and wrong on Homesnap you re-map the listing- put on hold and check back in two hours.
IF STILL WRONG SEND TO DEV
If someone emails in to change their brokerage, what three things do you need to do?
1) Check if its updated in the MLS
2) Check for any new unclaimed MLS accounts
3) Check if they have Pro+
Bonus point** what page of the advisor help center is this located on
What are the three types of tickets you should prioritize in your Q?
1) Megaphone
2) MLS help desk
3) EMS
What do you do if an agent calls in and says they bought an ad three days ago for facebook and there are no views/ clicks?
1) acknowledge the agents ?
2) Force publish the ad
3) put on hold and check back in 2 hours
What do you do if you get a voicemail from EMS?
1) Listen to the vm
2) If it is blank solve it out as EMS spam- If it is not blank change the requester to the correct person and call them back
What four times should you check 5 most recents?
1) when you 1st get a voicemail or phone call
2) after you change the requester
3) After a pending ticket reopens in your Q
4) immediately before solving a ticket
What are the three items that will cause you to automatically fail a QA review?
1) not using outbound verbiage " This is ____ calling on a recorded line"
2) Not using 5 most recents
3) Talking to an un-authorized user
What do you do if an agent calls and says you charged me 5 times for $39.
Apply proper internal notes macro
Pass to retentions Tier 2
What is Deanna horoscope sign?
Taurus
If you get a voicemail that comes in on Friday the 20th and in 5 most recents there is a solved ticket from Monday the 15th- what do you do with the vm ticket?
Listen to the vm and call them
When you should you change the subject line on a ticket?
1) voicemails
2) EMS tickets
3) phone calls
What do you do if an agent says their waze ad is in the wrong location?
update the location coordinates in the waze tool
** Bonus point where can you find this in the advisor help desk
Under what circumstance should you solve a ticket our without a response?
NONE