D2

August 7

Accessing your agent dashboard New, In progress, pending, re-opened

Agent Dashboard Service Condole with Supply chain Search Creating a case and subcase looking up an existing case Documentation Customer Service macros Syncing with supply chain

MTD Month to Date YTD Year to Date

Looking up an Existing Case ?

Sync with s

Extenuating are when proof of documentation is requested

Extenuating Circumstances is CX provide or have a valid reason for their cancellation

These are the exceptions that needs an documents: Death or Severe Illness ( Death Certificate, obituary, or news article naming the deceased) Hospitalization ( Physician statement confirming that the person is unable to travel due to unsuspected, severe illness or injury ) COVID Transportation Disruption (Documentation from flight, Train, Cruise showing that it was cancelled or delayed ) Mandated Obligation ( Copy of an official notice for jury duty, court appearances, military deployment orders )

DO NOT require document proof: Epidemic or Pandemic diseases or Illnesses Natural Disasters Hotel/Suppliers System Errors In Stays Concerns/Issues Guaranteed amenities not available Concerns for safety Customer Service Complains Customer booking error

Non-Extenuating Circumstances Post Travel Complaints ( Pic, Vid, etc. ) Change of plans High Rate net rate disclosure upon check out

Documentation Clear, Complete, Concise

By looking to their cases you could see their details R number you could edit their details and at the left side there is the information about their reservation info's the supply chain itinerary details where you could click the sync.

Using the supply chain in the global actions you could search their cases by asking their R confirmation and if they have cases then you could only create sub case if the customer doesn't have cases then it's possible that they don't have reservation in us then you could transfer them to sales department if they like to reserve a room.

Always change the from to customer care not on your email account

at post you can do an documentation and a story to that case and in the email this is where you can email the customer then always check the from, to , and fill in the subject

For the macro is the one can generate you a rightful email based on the concern it was located at the lower left in the salesforce production and always check what the email contains and send it to the CX.

Macro is a basically will complete the email that has specific concern it generate so that you'll not need to copy and paste.