Non Live: #asklevel2 Governance

New key design for #asklevel 2 governance are ...

• Question Criteria & Eligibility
• Top Inquiry Bookmark
• New Historical Sheet
• Faster Response

Can we escalate an ongoing ticket inquiry to #asklevel2 channel?

• Can
• Can't

Here are the eligible criteria to be asked on #asklevel2 channel, except ...

• Information/guidance is not available on SOP/ Ops Guide
• Information/guidance is available on SOP/ Ops Guide, but hardly can be understood clearly

• Information is available on SOP/ Ops Guide
• Information/guidance is available, but create confusion for edge case, e.g: security, fraud, terminology usage, etc

What should you do if received cross emoji on your question thread?

• Tag related L2 on the thread
• Attach document or transaction proof
• Request new question without workflow
• Recheck the question, Ops Guide or escalate the inquiry via Zendesk directly

When will the new governance of #asklevel2 release?

• 2023-08-17 00:00:00
• 2023-09-11 00:00:00
• 2023-09-04 00:00:00
• 2023-08-31 00:00:00

What is the criteria of "Ticket Escalation Process" parameter?

• Eigible
• Not Eligible

Can we ask about information that is already on the docs, however needs more a comprehensive explanation from L2?

• Can
• Can't

What is the new parameter added on the workflow?

• Product
• Country of operation
• Question parameter
• Related partner

"L1 agent needs confirmation regarding the statement in docs to answer customer’s inquiry", is it eligible to be ask on #asklevel2 channel?

• Not Eligible
• Eligible

What we can use as reference about question that mostly being asked in #asklevel2 channel?

• Not eligible thread
• Ops Guide provided by L2
• Workflow
• Top Inquiry Bookmark