Escalation Station 🚉
Which team members typically handle high-risk escalations?
What are senior agents with proper permissions and experience
What slack channel should you use if you have a question about a High-Risk process?
What is the Senior channel #ebcs-senior-csa
True or False: As a senior, I should have the same Admiin permissions as Engineering.
What is False. Permissions vary depending on the team.
What is the Senior CSAT goal?
What is 4.6
True or False: When adding a correction label, you should always ensure that feedback is given as to why the label was applied?
What is: True
For escalated cases, you have a _______ window response time
What is 2-hour
True or False: As a Senior, I will need impersonating permissions for Building Connected?
What is False
What access would I need to view different queues in detail within Salesforce?
What is Omni Supervisor
True or False: As a senior, you are no longer responsible for assisting in Slack threads.
What is False
What is the proper label for a case that is escalated to High-Risk but should've been sent directly to Tech?
What is spec_correction_wrongteam
What is a situation involving critical or complex issues that, if mishandled, can damage a customer’s account or lead to legal consequences.
True or False: As a Senior, I am responsible for answering all slack forms, even if I don't support the product.
What is False: If you do not support the product that the agent is requesting assistance on, ping in the #ebcs-senior-csa slack channel and another senior that does support the product will jump in to assist.
When you receive a case related to a locked account due to compliance, where should you create a case for these issues?
What is Enterprise Salesforce
What is the Senior Maestro score goal?
What is 95%. Getting a 95% in this area means your peer interactions are consistently meeting standards
Why should you update the "Other – Explain" field in your cases?
What is to help ensure timely follow-ups and provide clarity for anyone who picks up your case?
True or False: If there is missing information on an escalated ticket, we should de-escalate back to the rep and ask them to provide the needed info?
What is False: If a ticket is escalated and it will result in a High-Risk action, add the correction label, give the feedback to the rep on a post, and work the ticket as normal
True or False: As a senior, I am required to handle Non-EP cases that are posted in the acs_wwfo_collab slack channel?
What is False. Ask the colleague who posted the slack to follow the Non-EP customer transfer prcocess. https://one.autodesk.com/WWFO-GPS/articles/089f29d01be970906aea4225bd4bcb34
For internal access requests, we should first get approval from the ________ ________ of the person requesting access?
What is the direct manager
What slack channel should I check for ENT SF tickets that have been flagged for support?
What is #acs_wwfo_collab
True or False: If a case is escalated without a classification, it's ok to leave it as is?
What is False: If a case is escalated without a classification, you should ensure the case gets the correct classification and the rep that escalated the case gets a correction label and proper feedback.
What should you do if you get an escalated case asking you to transfer a users projects to a new hub?
What is apply the appropriate correction labels and give the proper feedback on the case through a post.
What access do you need to determine who primary and secondary admin's are for ACC related issues?
What is Ops Hub access
Why might a user with an active account not show up when assigning admiin permissions?
What is they are likely not listed in the main company profile for Building Connected - Company ID: 5430e7bc5cdc2e0300dd8b78
What’s one key expectation for seniors when managing cases?
What is maintaining accuracy and preventing errors in high-risk actions
Which label should be applied when a case is adopted from tier 1 and results in a High-Risk action?
What is the “High Risk” label