EXE Knowledge lvl 1

Dasher Joan wants to know why his Motor Vehicle Report is taking longer than expected to appear as Clear. What Case Notes should you use?

• There isn't need to use a Case Notes if I don't escalate the case

• Case Notes > Dasher Potential Dasher Inquiry

• Case Notes > Potential Dasher Investigation

• Case Notes > Dasher Escalation Inquiry

Dasher Erick says "I had two orders for different customers, and I delivered both to the first one by mistake which I already marked as delivered" What procedure should you follow?

• CX | Completed Order | Missing/Incorrect Items or Order Workflow Tool

• Workflow Tool > Dasher Providing Update

• Workflow Tool > Missing or Incorrect Items (Dx)

• Workflow Tool > Item Unavailable (Dx)

You're chatting with a dasher who became unresponsive as soon as you explained the solution. What should you do?

• Send ;;closing and end the chat as soon as possible

• Send ;;unresponsive and wait 30 seconds before ending the chat

• Send "Are we still connected?", then send ;;unresponsive and end the chat as soon as possible

• Wait 30 seconds, send ;;unresponsive, and wait 1 minute before closing the chat

When should you call the dasher back?

• If the chat is disconnected and there's a pending solution

• If it's a dropped chat and I didn't have information at all

• If it's a dropped or disconnected chat and I had information about the issue

• If the chat is disconnected, I provided a solution and the dasher didn't answer

Dasher Katherine says "I have a missing payment from last week". You review the Transfer Tool and realize that missing amount status is "Completed", what KB should you follow?

• DX | Pay Management | Missing Entire Weekly Deposit

• DX | Payfare | DasherDirect Payout Inquiries

• DX | Pay Management | Fast Pay

• DX | Pay Management | Pay Discrepancy

Is there a case notes you should use when creating a Job in Nimda?

• Yes: Case Notes > Dasher Payment Inquiry

• No, it isn't necessary to document a job

• Yes: Case Notes > Dasher Job Payment Details

• No, sending macro 2 JPSC is good enough

Dasher Tom claims a missing weekly payment since he should have received $120.00 but received $40.00 only. Then, upon checking his Transfer Tool, you realize there's a withholding: -$80.00. What procedure should you follow?

• DX | Pay Management | Pay Discrepancy

• DX | Pay Management | Missing Entire Weekly Deposit

• CX, DX, MX | DoorDash Drive | Cash on Delivery

• DX | Pay Management | Dasher Pay and Tip Guidance

Dasher Chris started a chat with pre-chat details: Background Check. You sent the greeting, but he never answered. The chat was disconnected, you tried to call back but didn't pick up the phone neither. You took a look at the Checkr page and saw his CHC/MVR are Consider No Adjudication and last update was less than 3 business days ago, so you sent the macro 2 MCSCNA. What's the right way to codify this case?

• Issue Category: Other - DX

  Issue: Unresolved Contact: Disconnected

  Resolution Category: Other - DX

  Resolution: Unresolved Contact: Disconnected

• Issue Category: Other - DX

  Issue: Unresolved Contact: Disconnected

  Resolution Category: Sign Up- DX

  Resolution: Provided Sign-Up Status

• Issue Category: Sign Up - DX

  Issue: Background Check Status

  Resolution Category: Other - DX

  Resolution: Unresolved Contact: Disconnected

• Issue Category: Sign Up - DX

  Issue: Background Check Status

  Resolution Category: Sign Up - DX

  Resolution: Provided Sign-Up Status

Dasher Jerry starts a chat saying "Please, call me. I'm driving and can't text" What should you do?

• Call the dasher back as soon as possible

• Send the Dasher Phone Support number

• Explain that since he reached out via chat, we'll do our best to help through chat

• Explain that we can't call him because that's not our line support

What's the procedure you should use with an App Troubleshooting case?

• I should send macro 2 DTSA 'cause it's faster and I need to improve my AHT

• Ask for a screenshot, identify the Operating System, check if it's a known issue, try troubleshooting steps, and post Product/Tool issues notes

• Ask for a screenshot, send macro with troubleshooting steps, and escalate

• Ask for a screenshot, fill out Product/Tool issues notes and escalate