Bloc 1 Part 2

A custom functionality in Zendesk that provide customer specific information including requirements for bookings and exceptions for approvals.

• Dashboard

• Salesforce

• Views

• Related Tickets by Custom Field

We can send a prepayment email to Hilton Atlanta Northeast.

• True

• False

If the hotel has charged and settled a lower amount on our credit card at check-out date since they do not collect city tax for business trips, we have to

• Add a user comment and re-send the confirmation email

• If it is under 5.00 EUR, it is a very small amount so we can ignore it

• Log a tax refund on Traveldesk

• Add the city tax as an extra on Traveldesk

If the hotel does not accept any of our payment methods, we first _________________________________.

• Escalate the ticket using BPO Yngen Escalation to TK Support.

• Request assistance on the #yngen channel.

• Check with the hotel if the booking can still be cancelled free of charge.

• Email the client that they need to pay at the front desk.

If there is a special request on the corporate rate booking ticket, we need to

• Handle the corporate rate booking request and process the special request accordingly

• Handle the corporate rate booking request and create a new ticket for the special request

• Handle the corporate rate booking request and escalate the special request

• Handle the corporate rate booking only if we can also handle the special request

If we receive a check-in instruction from the hotel, we _____________________________________. (Select all that applies)

• Determine if it is important or irrelevant

• Always convert the hotel/provider email into an internal note

• Change the requester to the traveller's email address

• Add the booker in CC

• Submit the ticket as pending for customer response

The traveller of a trip sends us an email asking for us to add breakfast to a reservation. We call the hotel and it costs 20.00 EUR. What should be the first action we take in order to decide the next steps?

• We book without approval because it is less than 50.00 EUR

• We create a new Zendesk ticket to email the approver to avoid GDPR violation

• Acknowledge the requester and get approval from all the approvers in the same Zendesk ticket

• We check the travel policy of the traveller

We received a parking space request from a TUI client however upon calling the hotel, they advised us to send them an email instead. We should send a holding email first to the client while waiting for a response from the hotel since it may take a while for the request to be confirmed.

• True

• False

A user booked a hotel room and requested to have a late check-out during booking. We contact the hotel and they inform us that they can provide this subject to availability. How do we show this information to the client?

• We leave a user comment and resend the confirmation email on Traveldesk

• We send an email to the client on Zendesk

• We add an extra on Traveldesk

• We add extra on Traveldesk, leave a user comment, and send an email to the client

If the hotel did not reply to our automated emails and we received the invoice collection ticket for manual 1st call attempt, we should first _____________________.

• Proceed with calling the hotel. If unable to reach the hotel, we send a follow-up email to the hotel.

• Sent a follow-up email and snooze the ticket for another 3 days.

• Proactively search for hotel emails as the hotel might have already replied in a separate email.

• Solve the ticket using the macro BPO - Invoice Collection: Invoice not collected.