The Related KB
This KB outlines how a CL can send payment on an invoice that was reversed due to a failed payment method
Under this section of the rubric, we ensure that the ticket subject and category/subcategory are updated
Adherence 5.1
What are two instances in which the survey does not have to be offered?
Customer is permanently suspended
Customer is escalation to Account Security
Customer inquiring about open dispute case
Merging the conversation ticket with the customer into another ticket
Redirected / deflected customers to another support channel i.e. premium to freelancer deflections
GDPR cases
Enterprise Sales line contacts
What is the name of the KB recently created that lists all the categories and subcategories for our Zendesk tickets?
** Zendesk Ticket Field: Working with Categories
This KB can be used to help explain to a client the different contract types we have and which one would best suit them
Under this section of the rubric, we ensure that all information needed was shared and elevated guidance was provided
Educate 4.3
What does a pending ticket status indicate?
Pending indicates the agent is waiting for more information from the requester.
We’ve had this category and subcategory since we made changes to the fee structure with customers paying a fee to start a contract. However, with the recent changes to increase this fee, a reminder was sent to ensure we are using this category and subcategory for cases related to this feature
Recent Launches > Shamrock - CL Contract Initiation Fee
This KB can be used to explain to an FL when a CL is charged and when the funds are released to them
Under this section of the rubric we need to ensure we include complete notes that explain after every interaction the issue the customer is facing and how it’s being handled
Research 3.2
How should a ticket be handled if the PayRisk team completed their guidance then sent the ticket to us for a CS related concern?
The CS concern should be addressed and then the ticket should be solved.
What is the category and subcategory we now use for project catalog cases where the client reaches out?
Hiring Talent > Catalog
This KB shares a breakdown of the mediation process for hourly contracts
Adding pictures of the FLs full name and profile picture can result in deductions under this section of the Rubric
Protect 2.2
What is the survey script that should be used when ending a call with a customer?
It was such a pleasure helping you today! Just a quick note before I let you go… In a couple hours you’ll receive an email asking about my service to you today. Can I count on you to leave me honest feedback? (if yes) Great, I really appreciate that. This helps us to ensure we’re meeting customer expectations and improving your experience.
What is the category and subcategory of this beta program that allows clients to earn credit by inviting a friend to also set up a client account?
Tests > CL Referral Program
This KB can be used to explain how a CL can release a lesser amount on a fixed price contract
Under this section of the rubric, we ensure that if we promise to reach out to another party/customer/internal team, we keep this promise
Collaborate 6.1
Which ticket status should be selected if we’ve sent the customer a touched response and we’re waiting for an update from another team?
Open
What is the category and subcategory we’ll be using to keep track of the recent change made in our internal provider that will result in our customer’s calendars, for them to schedule meetings, being unlinked?
Recent Launched >> UCS Launch March 2024