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- 1. Multiple Choice
If a user has ongoing difficulty resetting their password, and requests CS assistance in doing so, where can we send the generated password?*
Over the phone
Via Messaging
Via Email
- 2. Multiple Choice
What are the available filters we could use to narrow down our listing search?
Type of place
Amenities
Price
All of the Above
- 3. Fill in the Blank
What Nova Knowledge workflow will you be checking for account authentication?
- 4. Fill in the Blank
What do we call the Airbnb logo?
- 5. Multiple Choice
What are the four pillars of Service Promise?
Host Our Community
Take Good Care
Help Everyone Belong
Make Service Magical
Belong Anywhere
- 6. Multiple Choice
What are the 7 Hosting Standards?
Communication & Commitment
Check-in & Accuracy
Availability, Cleanliness, & Overall Rating
Empathy & Assurance
Overall Rating
- 7. Fill in the Blank
The Resolution Center allows you to ___________ for things related to an Airbnb trip.
- 8. Fill in the Blank
- 9. Fill in the Blank
The user has up to __ days after the reservation has ended to open a Resolution Center case.
- 10. Multiple Choice
Choose the correct explanation for Instant Book & Request to Book.
Instant Book - A guest presses book, pays, and the reservation is confirmed.
Instant Book - A guest presses book, their reservation is confirmed. The guest pays later.
Request to Book - A guest presses book, the reservation is accepted.
Request to Book - A guest presses book, they have to wait for the host to respond to the request within 24 hours.
- 11. Multiple Choice
When is the guest charged for their reservation?
24 hours before check-in
24 hours after check-in
When the reservation is accepted
When the guest presses Request to Book
- 12. Multiple Choice
Payouts are sent 24 hours after a Guest's check-in.
True
False
- 13. Multiple Choice
What do we call our Knowledge Base?
Nova Landing Page
Nova Profile Page
Nova Knowledge
Nova Reservation Page
- 14. Multiple Choice
When reporting a known bug, which of the following should you NOT do:
Submit bug report and solve the ticket
Submit bug report and pend the ticket for 1 week
Apply macro: Bug - Report known issue
- 15. Multiple Choice
Which of the following should you NOT be discussing to our users for Product Bug investigation?
Give an estimated timeframe for a fix or promise a call back from the bugs team
Acknowledge the issue the user is having, and let them know that we're working to fix it
Use internal terms such as "Product Specialist" or "Bug consult"
Educate - if there's a workaround and the user will need to use the function regularly, let them know what to do while the issue is being fixed
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