Live Chat
When taking a live chat this is the location to submit your notes:
What is the documentation section in a messaging session?
Documentation that is necessary before closing a case:
1. Categorize the case
2. Leave case comments detailing the interaction, who assisted you, and what was done in response to the writers inquiry.
List 3 reasons we should escalate:
1. Reports of UPIs.
2. Reports of VREs.
3. Accidents or collisions.
4. Someone with 2k followers who is posting negative content.
5. Someone tweeting or posting about incident while on a current ride.
6. Complaints about Cruise (Good Neighbor Policy)
7. Questions about various topics.
8. Community partnerships.
9. Glitchy apps
10. Allocation issues.
11. Support Requests.
The community intake portal can be found:
One the getcruise.com site in the top right corner beside the "Join the Waitlist" button.
Name 3 common case types that you may see in Salesforce:
What is -
1. Phone
2. Social
3. Email
4. Intake form
5. Live Chat
When logged into Live Chat, you can request help by:
Raising a flag for a SME/TL
When preparing to send an email, the templates can be found:
1. Via the "Insert Template" button on the bottom of the email composer.
T or F: We should automatically escalate a case that has over 2k followers, even if it's not negative in nature.
False. We should ONLY escalate if the post is negative in nature.
T or F: We should escalate a case if the incident has been longer than 12 hours and the member of the community mentions safety.
True.
T or F: Can you find recordings of HALO calls in Salesforce?
What is False?
The name of the chat widget:
What is Omni-Channel?
The 5 case statuses in order:
1. New
2. In progress
3. Awaiting customer response.
4. Resolved
5. Closed
List 3 reasons why we SHOULD NOT escalate a Social case.
1. Post is trolling Cruise.
2. Post is spamming Cruise.
3. Potentially harmful links.
4. The post contains expletives.
5. Post mentions political affiliations or politicians.
6. Post discusses incident that Cruise has already commented on.
7. Post cites reference to incident under investigation.
8. Bias to avaliability.
9. Former Employees being critical of Cruise.
10. Riders banned from using Cruise.
How should you proceed: A member of the community reports a situation that happened over 12 hours ago, did not mark that they wanted follow up, nor did they say the event made them feel unsafe. The report they made didn't mention an unsafe situation but they mentioned the situation could be perceived as unsafe and should be corrected.
We should ask for a TL/SME to look over the case and once approved escalate the case due to mention of safety. A raven ticket should also be created for the maneuver.
Avenue to submit feedback on a KB in Salesforce:
What is Click "leave feedback on this article" and fill out the associated form?
Location to search for knowledge articles in a messaging session:
What is in the right hand panel?
Knowledge article that lists a detailed summary of all templates for reference:
"Templated Responses for Email and Live Chat."
When a response isn't necessary we should:
Click "no response necessary" check box.
Channel that the CS OPs manager on duty would escalate to in the event a regulator, gov official, or LEO reports something: (*hint* this can also include GNP)
#acp-govt-leo-community-escalations
Member of the team eligible to review and approve customized templates.
What is the lead on duty/SME/TL?
Current workaround for more than 1 agent to add documentation:
*Bonus* Information that should be added if you receive guidance from who:
*Bonus* If you received guidance add TL/SME and their initials.
When an in-app message arrives in queue, we should:
A great case comment should look like:
1. Reason for contact.
2. If someone assisted and provided direction (SME/TLs intials)
3. What we did.
Type of ticket that should be created if a safety related issue has been reported and compensation allegations have been reported:
RINO
T or F: When a call is completed in HALO a corresponding SF case is created.
What is True?