Unified Onboarding Review

What is Nova Knowledge?

• A tool to input documentation

• An Airbnb certification

• A knowledge base

• A booking tool

What is the Airbnb Help Center?

• A booking tool for our users

• A knowledge base that is available to our users

• A repository for unsolved tickets

• A tool for sending emails to our users

What do we use to efficiently search for Nova Knowledge articles or Help Center articles?

• Ticket codes

• Keywords

• Passwords

• Reservation codes

What should Airbnb ambassadors display/extend when acknowledging our users' concerns?

• Pity

• Reservation codes

• Admin notes

• Empathy

What do we check in the Nova ticket pane for us to immediately determine the issue/concern of our callers?

• Contact Reason

• Orca Party

• Related tickets

• Guest/host profile

Are we allowed to access the Personal Information of our users on Nova without a valid reason?

• Not in this lifetime

• NO

• Never

• Definitely not

What Nova function do we use to search for templates?

• Contact reason

• Snapshot

• Macros

• Messaging tool/pane

What do we check on the Nova ticket pane for us to know what the previous interactions and actions that were taken by the previous ambassador?

• Ticket status

• Macros

• Admin notes

• Contact reason

When dealing with a caller, should we include our opinions about the situation when creating admin notes?

• Opinions are welcome

• It depends on the type of caller

• If stated in the Help Center

• No

Which of the four service promises BEST describes the fact that we create clear, concise, and accurate admin notes?

• Take Good Care

• Host Our Community

• Make Service Magical

• Cross My Heart