Week 1
In what section of The Lounge do you find Agent Newsletters that will keep you updated?
Intellegencia
Which one of these user roles does not exist?
* Manage Users
* Flexible Approver
* Security Manager
* Report Analyst
Flexible Approver
Airport code for Helsinki?
HEL
Airline code for Delta Airlines?
DL
Senegal is a part of what continent?
Africa
We have a SLA to our clients. 80% of all phone calls should be answered in how many seconds (or less)?
20 seconds
In Salesforce a case had status "waiting for response". How would the status change if the customer replies to that email?
Status would then be "response received"
Airport code for London Gatwick?
LGW
Airline code for Ethiopian Airlines?
ET
Name all 7 continents
North America, South America, Europe, Africa, Asia, Australia, Antarctica
What does AHT stand for and what does it mean?
Average Handling Time. The total time of a phone call + "after call work".
What is CCI short for?
Call Centre Interface
Airport code for Phoenix, AZ?
PHX
Airline code for Cathay Pacific?
CX
Name three cities is South Africa
Cape Town, Johannesburg, Pretoria, Durban, Port Elizabeth...
The first step in the Call Flow is "Warm welcome" and the last step is "Fond Farewell". What are the other three steps called?
* Discovery
* Recommend
* Reassure
What type of approver could be assigned to a traveller for a specific period of time (e.g. during holiday)?
Substitute Approver
Airport code for Adelaide?
ADL
Airline code for Norwegian?
DY
What is the capital of Turkey?
Ankara
If you add "DBML" to a flight. What would the customer get?
Diabetic meal
What's the name of the section in Egencia website where customers can find information about travel restrictions in different countries?
Egencia Travel Advisor
Airport code for Lagos?
LOS
What airline has the code AV?
Avianca
Name at least 3 countries having a border to Bolivia?
Peru, Brazil, Paraguay, Argentina, Chile