Bloc 1 - II

When a customer sends an email to [e-mail] the email will appear in Zendesk?

• True

• False

What are the essentials of a security check? Select all that applies.

• Registered user who is C-level executive in the company

• Unregistered user whose job title is travel manager

• Registered user who is booker, traveller or admin

• Registered user who is the travel manager of the company but not an admin on TK platform

A ticket becomes "Urgent" when it is within

• 24 hours from check-in/departure

• 48 hours from check-in/departure

• 72 hours from check-in/departure

• 2 hours from check-in/departure

It identifies the process required to handle the ticket

• SLA

• Contact Reason

• Macro

• Handling Center

The internal notes are mandatory for all actions done on the ticket.

• True

• False

The option on Traveldesk that enables us to edit the booking

• Charge and Invoice

• Reopen

• Enabie Edit

• Authorize

We can proceed with solving the ticket after three follow-up attempts to the client without a response.

• True

• False

We receive a prepayment email and the check-in is within 48 hrs, we should

• Send the prepayment email and snooze for 24h

• Call the hotel to get the CC charge date

• Send the prepayment email then proceed with calling the hotel

• Ask assistance via #yngen channel on Slack

If the hotel does not accept our VCCs, we go ahead and offer to pay via bank transfer.

• True

• False

If the hotel charged our client and refused to process a refund, we should

• Still pursue a refund on the client's car with the hotel

• Apologize to the client and process a refund to their company's account instead

• Ask for the client's credit card so we can process the refund

• Escalate the ticket since we are not allowed to get the client's credit card information