1. IGNORE IMMEDIATE RESOLUTION
2. APPLIED POLICY WITHOUTT VALIDATING DATA
3. FAILED TO RESTORE TRUST 
4. USED INACESSIBALE LANGUAGE
5. failed proactive resolution 
 
PART 2 
SITUATION 1
1. B
2. A 
3. C 

SITUATION 3 
1. A 
2. B
 
KNOWLEDGE ARTICLES 
1. ENTERPRISE - SERVICE - TRACKING GIFTS AND DELIVERY STATU 

2. ENTERPRISE - SERVICE - TRACKING GIFTS AND DELIVERY STATU 

3. HD Brands - Service - Order Review Checklist 

4. Enterprise - Service - CSI Guidelines / Resolution Guide for All Brands. 

5. Enterprise - Service - Instacart Order Support