Escalation Nation
If you find a bug, this is the best team to route those cases to.
What is the "tech team"
You will use this Omni status to take tickets.
What is "accepting tickets"
When waiting for feedback on a case, your case should be placed in what status
What is "On Hold"
If a customer reaches out asking for more information about subscriptions and pricing, what should you do?
What is create a lead
You should change your omni status to this when dialing out to a user.
What is "phone" status.
If you need assistance on a case, what should you do?
what is "submit a slack form"
This Omni status means you are accepting chats.
At the end of your shift, you should always check that you don't have any of these
What is "Customer Responses"
What does GC stand for?
General Contractor
This guide is used to showcase great values of being an Autodesk employee.
What is Autodesk great behaviors guide
What must you use for every Tech escalation?
What is the tech escalation template
This is a third-party tool used to measure your Salesforce chat / ticket content and knowledge performance.
What is "Maestro"
If you don't accept a ticket/chat within 20 seconds, system will automatically set agent to this omni status
What is "Not ready - Push timeout"
What is Account Executive
What do we call voluntary groups made up of and led by Autodeskers who come together based on common backgrounds that align with our Autodesk Diversity and Belonging Strategy to hire and retain a diverse workforce.
What is ERG (Employee resource groups)
This team is made up of tier 2 ACS Support members that take care of pecific, higher complexity inquiries among other responsibilities that collaborate across Autodesk other teams.
What is "Support Specialist"
This is the term used to describe a product that is used within the field.
"What is sitecon"
What should be your next step after wrapping up a phone call with a customer?
What is "Log A Call"
What does SaaS stand for?
Software as a Service
If a user requests a call, what would I check first to ensure I can make the call (if outside of your scheduled call time).
What is Assembled
What slack channel should leads be posted in?
What is acs-support-bd-escalations
If you are putting a case in the handover queue, what must you use?
What is the handover template
When was Autodesk founded?
January 30, 1982, Mill Valley, CA
Before routing a case back to a colleague, what would I do first?
what is "Check slack to see if they're in office"