QA Quizz 03dec

1. We need to manage a “Name Correction” case in our personal Salesforce queue. When we open the case we see that it is related to a complete change of passenger. What do we do next? 

• • Mark the case as incorrect escalation

• Create a post to inform that the action is not a name correction but a name change, then, we send the case back to CS/B2B

• Check if it is possible to do a complete name correction

• Request a refund to the airfares team, calculating the cost of a new ticket and we ask for authorization for the loss

2. We are handling a case which involves a CMP due to a Land service change that does not affect the flights and there is no schedule change affecting the PNR, but now we need to ask for a Refund anyways. Which sub level request type shall we use?

• Refund Request - Voluntary (TO Only)

• • We don't do that, it is on the CS scope

• Request - Involuntary (TO Only)

• • Flight Changes

3. Which of these sentences would be considered a wrong action regarding a passport update process?

• Handling the passport update for every Salesforce case escalation received, no matter if it's Amadeus or Travelfusion bookings

• Ignore the fact that passport information on the booking does not match the one on Adiona

• Updating the passport information for Amadeus bookings, but for Travelfusion bookings tell the customer to do it on the airline website

• All of them would be incorrect actions

4. Is it possible to convert a booking to a Land only booking (removing the main flights)?

• Yes, but only if it's authorized by a TravelOps coordinator through slack

• • Yes, but only if it's authorized by a CS coordinator

• No, Exoticca does not permit it

• None of the answers is correct

5. We receive a Salesforce case with record type "Booking changes" and sub-record type "Name correction". When reading the case, the customer wants to remove a passenger that is not travelling anymore authorized by a CS Coordinator. Which would be the "incorrect escalation reason" to select in Salesforce?

• Out of scope

• Incorrect record type

• Missing case information

• We have to manage it, it’s not a wrong escalation

6. We receive a Salesforce case regarding incorrect trip summary information. When checking the case, how do we proceed?

• We use refresh action icon to amend the flight informations and overwrite action icon to amend the hotel informations

• We click on refresh and after on overwrite to solve the issue

• The action to do will be depending on what happened

• It is a wrong escalation

7. We receive a “Ley de retracto” case, what should we do?

• Void the ticket and close the Salesforce case

• Follow the void process if applicable and close the Salesforce case

• Follow the void process if applicable and send the case back to CS on-hold

• Change the ownership of the case directly to ‘Refunds Squad’

8. We receive a Salesforce case regarding a schedule change alternative accepted by the customer. We need to book an extra night (self-authorized). Which of these steps we will need to do?

• Request the extra night to the provider by creating a New provider conversation on Salesforce

• Report the amounts on Margin KO Slack channel

• Change the Drive information to OK: pending pax

• All of the steps are necessary to be done

9. We receive a Salesforce case requesting to add seat selection for a flight. Would it be a correct or a wrong escalation?

• Always wrong escalation

• Always correct escalation

• • Correct escalation only for NDC bookings

• Correct escalation only for B2B bookings

10. We are handling a Salesforce case regarding a full booking cancellation. Which of these affirmations is correct?

• Full cancellation is wrong escalation

• • Full cancellation is in scope for Refunds squad

• We need to check the fare conditions and send it back to CS to inform the customer

• • All of the answers are correct