THT 2nd week of April

Which of the following topics is NOT escalated to the TM queue?

• Local area change

• GDPR request

• Missing content of a transaction that we can see in Pandora

• A missing transaction that we cannot see in Pandora

Is necessary to always add the FAQ "UP - Escalate/Put on hold (General)" before escalating.

• True

• False

What is the first step for a GDPR deletion request?

• UP - GDPR Deletion - Request Confirmation

• UP - GDPR Deletion - In Progress

• UP - GDPR Deletion - Identify Reason

• UP - Escalate/Put on hold (General)

When do we have to actually send to the player the content of the FAQ "UP - Escalate/Put on hold (General)"?

• Never.

• When the ticket already has a message sent from a Fall-back reply bot.

• Always.

• When the ticket already has a message sent by automations.

When escalating is not important to leave notes, TM will know what to do.

• False

• True

What is the correct queue to escalate to the TM?

• [Trust & Safety] Escalations EN/ES

• OL EN/ES Escalations

• OLCO EN/ES TM Review

• CC/CR/BS OLCO ESC

If a TM sends an invalid escalation, it must include instructions on why was invalid and what to do next.

• True

• False

Who is the shift manager that is no longer working with us?

• Luis Leal

• Alejandro Barrientos

• Diego Rincón

• Andrea Jaramillo

In April we officially start:

• April Fools month

• Quarter 2

• Holy Week

The new escalation criteria of revoking bans is for all games.

• True

• False