Investigating Thoroughly
Site used as communication hub for Support Now and includes SOPs and user guides.
What is SharePoint?
Documents that show the standard procedures for various operational tasks
What are SOPs?
This term refers to the collection of articles containing resolution instructions, reference materials, and best practices
What is knowledge?
Mission Statement
What is 'to make it easy with care'?
CFA's founder
Who is Truett Cathy?
These are detailed documentation manuals that may come in handy if you need to dig deeper into a system or software.
What are User Guides?
This shape represents a decision point in a SOP
What is a diamond?
This group of people are known as the knowledge subject-matter experts.
What are Knowledge Domain Experts (KDEs)?
Six Championship Traits
What are 'Go-To-Player, Relentless Teamwork, Positive Energy, True Grit, Flexible Mindset, Grateful Hearts'?
Most popular item on the CFA menu
What are waffle fries?
Three tools that agents can reference to troubleshoot issues
What are Knowledge articles, Support Now SharePoint, and SOPs?
This team uses SOPs to measure agent compliance
What is QA?
Fill in the blank – Knowledge articles are found on the _______ platform.
What is Customer Service Management (CSM)?
Head coach
Who is Robert McLaughlin?
Year CFA was established
Populating this field is the easiest and most common way to search for knowledge articles in CSM
What is the short description field?
Fill in the blank – The goal of a SOP is to provide _____________ and __________ support
Consistent and accurate support
True or False: All knowledge is accessible to agents, staff and restaurants
False
Component of Support Now that supports customers
What is CARES?
CFA's Corporate Purpose
What is 'To glorify God by being a faithful steward of all that is entrusted to us.
To have a positive influence on all who come in contact with Chick-fil-A'?
Another name for CSM
What is ServiceNow?
Name one of the five SOPs listed on the Support Now Sharepoint
Fill in the blank - Any article that assists with a case, but does not contain the resolution to the issue should be marked as _________
What is helpful?
What are Managing your caseload, Investigating Thoroughly, Communicating Effectively, Understanding the Business?
CFA's Core Values
What are: 'we're here to serve, we're better together, we are purpose driven, we pursue what's next'?