Email Triage Quiz

What are the three case types handled in the Email Triage queue?

• Tech support, feedback, billing issues

• Cancellations, new partner inquiries, all other inbounds

• Account reactivations, onboarding, spam

• Complaints, reviews, menu updates

Which of the following phrases would indicate a cancellation request?

• “We’d love to join your platform!”

• “Can you help us update our hours?”

• “We no longer wish to be on your platform”

• “We want to add another location”

What template should you use for a cancellation request email?

• General - Auto reply for all inbounds

• General - Request to cancel

• General - New Restaurant Looking to Work With Us

• General - Spam Notification

When handling a cancellation request, what should the case status be set to?

• New

• Closed

• Reply

• Pending

For a new partner inquiry, who must be CC’d in the email response?

• Alec McGuffey

• The assigned Account Manager

• Sanjana Sivakumar

• Sophia Duarte

What outcome should be selected in Salesforce for a new restaurant inquiry?

• Churn Request

• General Account Questions

• Escalated Partner Concern

• Spam

For general inbounds, what should you do if there is no clear AM assigned or if Natalie Marshall and no other AM is found in the account history?

• Leave the case unassigned

• Assign to Sanjana Sivakumar

• Escalate the case via the #RS Support Channel using @here

• Assign to Sophia Duarte

If you cannot handle a case and escalate it to an AM, what should the case status be?

• Closed

• Reply

• Pending

• New

If a case is a reply to a prior thread and ends up back in the partnerships queue due to CC’ing, how should you handle it?

• Mark as spam and close

• Assign to AM and leave status as “New”

• Assign to AM and change status to “Reply”

• Forward to Sanjana Sivakumar

What is the proper process when working a new ticket?

• Assign it to Sanjana Sivakumar and close it

• Change account owner from Concierge to the account being used, put your name in Ops Team Member, and proceed based on the case type

• Only reply with a template

• Skip assigning and wait for an AM to pick it up