Nick Olson
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Activity overview
Latest activity by Nick Olson-
Nick Olson created an article,
Triggering a new Qualtrics Case creation
This should be used to correct or add information to a ticket once it already has a Qualtrics case created. This process is necessary because once Qualtrics case is created, the integration doesn’t...
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Nick Olson created an article,
L5 Feedback Process
Fill Zendesk fields with information provided by guest and make sure to add the summary of the case on the “Agents Comments” box Feedback tickets never require the “Action Required Box” to be check...
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Nick Olson created an article,
L3 Service Process
For service complaints we usually take the guest’s comments as feedback, unless the guest mentions they want to be contacted or a follow-up and in the case of a payment issue.Overall Service proces...
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Nick Olson created an article,
L3 Food & Beverage Process
Validate the complaint according to Tim Hortons standard in the Ops Manual. If complaint is valid, gather information to fill the Zendesk fields If information is not available, send a response to ...
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Nick Olson created an article,
L2 Overall Process
Level 2 requests are divided into 2 main topics:Internal Issues: related to restaurant employees' requests, where the employee is the requester. Repeated contact: guests contacting us a second time...
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Nick Olson created an article,
L1 Overall Process
L1 – High RiskImportant definitions: Foreign object: any object that is on the food, beverage or package that shouldn’t be there. Examples: Hair, eggshells, mold, plastic, cross contamination food,...
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Nick Olson created an article,
How can agents leverage knowledge to help customers?
You can use our Knowledge Capture app to leverage your team’s collective knowledge. Using the app, agents can: Search the Help Center without leaving the ticket Insert links to relevant Help C...
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Nick Olson created a post,
What is the community?
The Help Center community consists of posts and comments organized by topic. Posts might include tips, feature requests, or questions. Comments might include observations, clarifications, praise, o...
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Nick Olson created a post,
Which topics should I add to my community?
That depends. If you support several products, you might add a topic for each product. If you have one big product, you might add a topic for each major feature area or task. If you have different ...
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Nick Olson created a post,
How do I get around the community?
You can use search to find answers. You can also browse topics and posts using views and filters. See Getting around the community.