Non-Live Training CS Library

There are several type of thread that’s posted on the #cs-warrior channel, except:

• Product Update & Ticket Handling
• Training Announcement
• Others
• Email Blast Request

What is the pain points that can be tackled by CS Library Element Strategy: Slack x CS Docs Synchronization

• Agent will confused about the updates on slack
• Product & Ticket Handling information missed/ late to be updated in Documentation
• Agent will aware of all information updated on slack
• All Correct

What are the pain points that can be tackled by CS Library Element Strategy: Ops Guide New Section: CS Learning & Development Resources

• Update from 50+ People in #cs-warrior makes the channel missing acknowledgement
• Agent will aware of all information updated on slack
• Product & Ticket Handling information missed/ late to be updated in Documentation
• Agent dismiss Ops Guide Function as the bible of CS Operations

Below are the process flow that would create a synergy between zendesk guide & slack for product update & ticket escalation

• Slack form, slack reminder for requester, slack thread notify the docs PIC, docs team update CS docs
• Slack form, form updated into spreadsheet, slack reminder for requester, slack thread notify the docs PIC, docs team update CS docs
• Slack form, slack reminder for requester, update information towards CS huddle
• Slack form, slack reminder for requester, update the training material folder

You’ve announcement about CS Project updates that need to be announced to all CS team. which type of thread should you select?

• Product Update & Ticket Handling
• Training Announcement
• Others
• Project Updates

What kind of information that needs to be bookmark?

• Urgent
• Medium
• Low
• All Correct

How to bookmark an urgent training announcement thread in #cs-warrior?

• Copy the thread link > Go to bookmark bar > Select Training Announcement Folder > add link and name > click add
• Copy the thread link > Go to bookmark bar > Select Material Announcement Folder > add link and name > click add
• Copy the thread link > Go to bookmark bar > Select Others Folder > add link and name > click add
• Copy the thread link > Go to bookmark bar > Select folder > add link and name > click add

After completing the training, what steps should you take to access the training material?

• Open ops guide > go to CS participant training > find the training material based on the product
• Open ops guide and select CS Learning & Development Resources > Select the specific material you require in the material directory > Find the training material that corresponds to the participants
• Open ops guide > Find the training material based on the product
• Open ops guide and select CS Learning & Development Resources > Find the training material that corresponds to the participants > Select the specific material you require in the material directory.

The following assistance is required from CS weekly huddle PIC, except:

• Remind the respective people to use the workflow for any thread posting
• Bookmark the post in #cs-warrior if the status is urgent
• to maintain the bookmarks with asking deletion permission to thread owners
• Update the information towards CS Huddle to do the repetitiveness and increase awareness

The following assistance is required from CS monthly huddle PIC:

• Remind the respective people to use the workflow for any thread posting
• Bookmark the post in #cs-warrior if the status is urgent
• to maintain the bookmarks with asking deletion permission to thread owners
• Update the information towards CS Huddle to do the repetitiveness and increase awareness