March 6, 2023

===ATLAS CARD SLECTION===

ATLAS

• is a SP Contact Classification system that consist of 3 primary features: a. Machine Learning b. Taxonomy c. Associate Validation

ATLAS CARD LEVELS

LEVEL 1: Domain

• What type of contact is this?
• ex: Listing and Offers

LEVEL 2: Topic

• What is the contact about?
• ex: Manage Listing

LEVEL 3: Seller Task

• What task was the Selling Partner trying to complete when they run into an issue that led them to contact Amazon?
• ex: Add a Product

LEVEL 4: Why Seller Contacted?

• The reason the Selling Partner was unable to accomplish the Seller Task.
• ex: General question about the product.

• Atlas provides 2 pre determined selection for level 1-3. After reviewing the SP's e-mail, you can select one of the pre-determined selections or use keywords to search for a more accurate selection.
• AC will launch PWF ( if not avail) that will help you resolve the SP's issue.
• If PWF is not avail, you need to search the SP's issue on other resources; SOPs and Help Page

WHY IS IMPORTANT TO CHOOSE THE CORRECT ATLAS CARD?

• correct AC selection is a great opportunity to help other teams in Amazon to understand what they need to fix.

BY SELECTING THE CORRECT AC, YOU:

1. Ensure discovering tools that will help you to resolve the Selling Partner's issue and improve your Average Handle Time (AHT)

• Selecting an Atlas Card helps to launch tools that assist you in case diagnosis.
• All Paragon Workflows and most SOPs, Blurbs and tools can be launched from your Atlas selection.
• Receive targeted communication/updates for better case handling.

1. Help to improve to match the Selling Partner issue with the most suitable Selling Partner Support Associate

• You can help Atlas and Intelligent Routing match the SP with the right associate.
• AC selection improves its prediction by learning from your selection.
• AC make a prediction on the SP Task that is used by Routing to match the Task to the correct queue.

1. Influence teams to build solutions for Selling Partners

• Atlas reporting is used by more than 50 teams in Amazon who build solutions for SP based on the AC that you have identified.
• These teams have goals to reduce issues for SP's within their AC's.
• These teams also prioritize solutions based on the data your Atlas Card selections provide.

===AC SELECTION DURING CASE HANDLING===

1. Review the case correspondence and identify what task the Selling Partner is trying to complete. This should not require an investigation or root cause analysis.
2. Review the Primary and Secondary Atlas Card predictions. If one of the predictions is correct, click Select.
3. If both predictions are incorrect, search for the correct Seller Task in the Search Seller Task bar and choose the task that is most applicable.

NOTE: Seller is not the root cause of the issue.

==AC SELECTION DURING CASE RESOLUTION==

• After identifying the root cause of the issue, Select the WHY SELLER CONTACTED, REASON CATEGORY and REASON CODE before sending a reply to the SP.

===RESOURCES WITHIN A CASE- PARAGON===

2 MAIN RESOURES IN PARAGON FOR CASE HANDLING

1. PWF

• consolidates the steps in SOP

1. SOP ( Standard Operation Procedure)

• outline the troubleshooting steps

• both internal and partner associate

• last update Sep.. 2020

  PARTS:
  

a. market place of SOP b title and brief description c. last updated d. checklist e. FAQ/ scenario f. link to Help pages g. reason category/ code h. blurbs/ talking points i. hyperlink to another SOP

Workspaces Enabled Partner

===RESOURCES WITHIN A CASE- HELP PAGES===

HELP PAGES

• located in seller central

• seller and SPS accessibility

• most reliable resources

   SECTION:
  

a. main and sub categories b. title and brief description c. main help info d. related articles e. need more help f. feedback

STEPS: a. use search box/ help option b. enter keywords c. select vids/text based help help content d. select most applicable search result e. the selected help page will open within Athena f. click help page to open Help Page in new window

===PARAGON SEARCH PAGE===

WAYS TO FIND THE PSP:

1. Lobby
2. Case

STEPS TO LOOK UP A BLURB

1. Open the PSP
2. Type in search bar and click go
3. Click BLURB to filter the results
4. Change Market place
5. Change language
6. look for suited blurb to your case

===PARAGON DIRECT CONNECT===

Seller Task should always be accomplished even though you know how to resolve a case.

===SIM TICKETS- PART 1===

DIFFERENT OPTION TO CUT SM TICKETS

1. manually select the Category, Type, and Item (CTI)- used to classify a ticket and make sure it is routed to the correct resolver group. Category: broad section within Amazon; ex: Marketing/ Security. Type: a team/ service within the broad section (category); ex: Software/ Support. Item: specific product/ feature belonging to the team or service (type); ex: Detail Page/ Client Services.

ANOTHER OPTION IS THROUGH PWF AND SOPs

PWF: automatically creates tickets based on the information provided. SOP: quicklink is a shortcut to create ticket

REQUIREMENTS WHEN OPENING A SIM TICKET

1. Ticket title

• identifies if the related case is 911 or not, should give a summary of issue (such as: Case ID, SP ID for easy reference)

1. Case Information

• enter info that is related to the SP issue (ex: affected ASIN)

1. SOPs used
2. Tools used (if any)

• make to to include the corresponding to the tickets.

1. Troubleshooting Steps Taken

• if you follow either PWF/ SOP the following steps should be followed.

1. Attachment Added
2. Water Rule Confirmed

• list of requirements that needed to be completed.

1. Inform the Selling Partner