KNOWLEDGE BASE - Shelf Articles and Processes

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Use this category to 1) better understand the logic of a process, 2) you think the article is open to interpretation or 3) you have doubts on when or how to apply the procedure","icon":10664,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10664","groups":[405],"key":""},{"id":"4078","name":"Create new shortcuts","descriptionHtml":"","callToAction":"Create new shortcuts","introHtml":"Report any requests to: 1) Suggest a new shortcut for an existing process 2) Suggest a new generic shortcut (no process-related)","icon":10498,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10498","groups":[538],"key":""},{"id":"1736","name":"Discrepancy between Training and Content","descriptionHtml":"In the description it is mandatory to add the following information: - Title of the affected gem in English + link - Title of the affected gem in the local language + link - Title of the affected training in the local language + link - Contact Reason - Description step by step of the Decision tree to arrive to the specific step (Your Journey in Shelf & Evolve) - What is it wrong and Why? - What you would change and the desired outcome? - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Discrepancy between Training and Content","introHtml":"Report a mismatch between what it is stated in the article in Shelf and what it is presented in the training materials in Evolve","icon":10511,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[405],"key":""},{"id":"4127","name":"KNOWLEDGE BASE - Shelf Articles and Processes","descriptionHtml":"","callToAction":"KNOWLEDGE BASE - Shelf Articles and Processes","introHtml":"Report any feedback related to processes due to: 1) Situation not covered 2) Inaccurate / Inconsistent 3) Process Improvement (High Impact) 4) Needs more detail / clarification 5) Linguistic or translation mistake","icon":10469,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10469","groups":[1663],"key":""},{"id":"1556","name":"Linguistic mistake in an article or Smart Assistant screen","descriptionHtml":"In the description it is mandatory to add the following information: - Target Language (language you have concerns over) - Title of the affected gem + link - Decision tree path to get to the step - EN source text (if you know the EN text, if not, paraphrase and add EN context for easier understanding) - Original Translation (you find it in Shelf) - Suggested Translation (by you/your team) - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Linguistic mistake in an article or Smart Assistant screen","introHtml":"Report translation error and syntax review to make the article in Shelf or Contact Resolution Smart Assistant step clearer","icon":10687,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10687","groups":[403],"key":""},{"id":"2341","name":"Linguistic mistake in the training","descriptionHtml":"In the description it is mandatory to add the following information: - Target Language (language you have concerns over) - Title of the affected training + link - Evolve link - Original Translation (you find it in Shelf) - Suggested Translation (by you/your team) - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Linguistic mistake in the training","introHtml":"Report translation error and syntax review to make the training in Evolve clearer","icon":10511,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[539],"key":""},{"id":"1735","name":"Make an article or step from Smart Assistant clearer","descriptionHtml":"In the description it is mandatory to add the following information: - Title of the affected gem in English + link - Title of the affected gem in the local language + link - Contact Reason - Description step by step of the Decision tree to arrive to the specific step (Your Journey in Shelf) - What is it wrong and Why? - What you would change and the desired outcome? - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Make an article or step from Smart Assistant clearer","introHtml":"Request to add additional information and details for a better understanding by the agents avoiding confusion, misunderstandings or open interpretation.","icon":10511,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[403],"key":""},{"id":"1607","name":"Market Specific Process","descriptionHtml":"In the description it is mandatory to add the following information: - List of minimum 10 cases which required a documented process - Contact Reason Path (the path that appears in Kustomer) - Summary of the issue which require this new process - Summary of the current process followed by the agent - There is already a process in place for other markets? (if you know) - What is different compared to other markets? (i.e. there are specific restrictions/legal concerns/market’s specificities), Why do you consider this a “Market specific article”? - Specify if there is also a permission issue - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Market Specific Process","introHtml":"Report whenever there is one of the following scenarios: 1) Your market has a specific and unique process which is not documented and you need official instructions 2) A process is not working for the market (market exception) 3) Local/Ops/Legal restrictions","icon":10497,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10497","groups":[402],"key":""},{"id":"1561","name":"Missing Contact Reason","descriptionHtml":"In the description it is mandatory to add the following information: - List of minimum 10 cases which required a documented process -Contact Reason Path (the path that appears in Kustomer) - Summary of the issue which require this new process - Summary of the current process followed by the agent - Specify if there is also a permission issue - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Missing Contact Reason","introHtml":"Report when a current process is not documented and you need official and standardized instructions to handle the case","icon":10660,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10660","groups":[404],"key":""},{"id":"2342","name":"Missing information in Evolve","descriptionHtml":"In the description it is mandatory to add the following information: - Target Language (language you have concerns over) - Title of the affected training + link - Evolve link - Which additional information you need, where and and why - Suggested message (by you/your team) - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Missing information in Evolve","introHtml":"Report uncompleted training where you need an additional information to improve process adherence and be more effective. Add additional information and details for a better understanding by the agents avoiding confusion, misunderstandings or open interpretation.","icon":10511,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[539],"key":""},{"id":"1560","name":"Missing Instruction Card","descriptionHtml":"In the description it is mandatory to add the following information: - Contact Reason - Article in Shelf which include the step not documented - Specify if this instruction is “nice to have” or critical (you don’t know how to do it) - Summary of the current process followed by the agent/TL - Specify if there is also a permission issue - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Missing Instruction Card","introHtml":"Report the necessity to have an instruction card or FAQ card. - Instruction cards describe 'steps we have to carry out so that a process can be actioned on' and are a part of a product (rather than process), but without having documented such instructions we cannot consider the process flow final, i.e: Wake up courier. - FAQs cards describe the 'what is this, where to find it' type of questions, and they're very similar to Frequently Asked Questions . The process flow could be fully completed without such cards but their purpose is to give a broader view over Glovo's products, i.e.: What is an Orphan","icon":10511,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[404],"key":""},{"id":"1559","name":"Missing step or scenario in a process","descriptionHtml":"In the description it is mandatory to add the following information: - Title of the affected gem in English + link - Title of the affected gem in the local language + link - Contact Reason - Description step by step of the Decision tree to arrive to the specific step (Your Journey in Shelf) - What is it missing and Why? - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Missing step or scenario in a process","introHtml":"Report uncompleted prompts in an article or Contact Resolution Smart Assistant where you need an additional step to solve a case* to close the loop and make the process complete - or an additional scenario which is not currently considered","icon":10508,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[404],"key":""},{"id":"2343","name":"Missing training","descriptionHtml":"In the description it is mandatory to add the following information: - List of minimum 10 cases which required a documented training - Summary of the issue which require this new training - Goal for the training - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Missing training","introHtml":"Report when a specific topic/procedure needs a training","icon":10511,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[539],"key":""},{"id":"4079","name":"Modify existing shortcuts","descriptionHtml":"","callToAction":"Modify existing shortcuts","introHtml":"Report any requests to: 1) Wrong/outdated information (process-related) 2) Tone is not adequate (formal vs informal; lack of empathy, too robotic; etc.) 3) Linguistic mistake (typos, grammatical errors) 4) Tech issue with the shortcuts (link or automation not working) 5) Deactivate shortcut (not applicable anymore in the market/in the process)","icon":10658,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10658","groups":[538],"key":""},{"id":"1557","name":"Outdated information in an article","descriptionHtml":"In the description it is mandatory to add the following information: - Target Language (language you have concerns over) - For duplication: Title of the #1 affected gem + link - Title of the #2 affected gem + link - For outdated article: Title of the gem + link - Why do you think there is a duplication? Why do you think the article is outdated and how would you change it? - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Outdated information in an article","introHtml":"Report any issues regarding: 1) Wrong/outdate link or information inside a Redefined article (i.e. links inside an article are archived and agents can't open them) 2) Duplication of articles (i.e. there are two articles about the same topic with different information which create confusion for the agents)","icon":10662,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10662","groups":[403],"key":""},{"id":"2340","name":"Outdated information in Evolve","descriptionHtml":"In the description it is mandatory to add the following information: - Target Language (language you have concerns over) - Title of the training + link - Evolve links - Why do you think the article is outdated and how would you change it? - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Outdated information in Evolve","introHtml":"Report any issues regarding a Evolve training which refers to an old procedure that is not applicable anymore","icon":10511,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[539],"key":""},{"id":"4131","name":"TEMPLATES","descriptionHtml":"","callToAction":"TEMPLATES","introHtml":"Raise any request to: 1) Create new template 2) Modify existing template","icon":10491,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10491","groups":[1663],"key":""},{"id":"4133","name":"TOOLS","descriptionHtml":"For any request related to TOOLS, you should use Platoforms Service Desk <a href=\"https://glovoapp.atlassian.net/servicedesk/customer/portal/22/group/1654\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">HERE</a>","callToAction":"TOOLS","introHtml":"Redirect to Platforms Service Desk Portal - DH Migration Requests","icon":10472,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[1663],"key":""},{"id":"4132","name":"TRAINING","descriptionHtml":"","callToAction":"TRAINING","introHtml":"Report any feedback related to training materials on: 1) Gaps between Training materials or courses and Knowledge Base 2) Trainings related to New Tools","icon":10466,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","groups":[1663],"key":""},{"id":"1738","name":"Chatbot/ Inapp","descriptionHtml":"In the description it is mandatory to add the following information: - Contact Reason - Summary of the current process - Description of what is not working and why - What you would change and the desired outcome (text proposal) - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Chatbot/ Inapp","introHtml":"1) Report any 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content","icon":10658,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10658","groups":[],"key":""},{"id":"1551","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"Request received from your email support channel.","icon":10665,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10665","groups":[],"key":""},{"id":"1565","name":"Ideas on a process to improve Customer Experience","descriptionHtml":"In the description it is mandatory to add the following information: - List of minimum 10 cases which complained/suggested an improvement - Contact Reason - Summary of the current process - Shelf article + link - Description of the issue - What you would change and the desired outcome - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Ideas on a process to improve Customer Experience","introHtml":"Share feedback to improve the customer experience and journey based on feedback you get by daily interacting with clients (i.e. propose a possible pilot to change a specific procedure aiming to improve customer experience without jeopardizing Glovo business)","icon":10688,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10688","groups":[],"key":""},{"id":"1558","name":"Issue with shortcuts","descriptionHtml":"In the description it is mandatory to add the following information: - Target Language (language you have concerns over) - # Shortcut Name - Shortcut text in English - Shortcut text in the local language - Why are you asking for this change? - Description of the issue - How you would change and the desired outcome (suggestions)? - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Issue with shortcuts","introHtml":"Report any requests to: 1) Merge shortcuts (i.e. there are 2+ shortcuts with the same message and you believe that merging them would be more effective) 2)Create a new shortcut for an existent process (i.e. there is no shortcut for a specific process and it would be useful to decrease AHT) 3)Create a new shortcut no process related (general conversation) 4)Outdated shortcut (i.e. the message cannot be applied anymore in the process) 5)Wrong shortcut (i.e. there is a spelling mistake, the link inside a shortcut is not working or the message is not accurate or correct)","icon":10684,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10684","groups":[],"key":""},{"id":"1562","name":"Product ideas","descriptionHtml":"In the description it is mandatory to add the following information: - List of minimum 10 cases which complained/suggested an improvement -Contact Reason - Summary of the current process - Shelf article + link - Description of the issue - What you would change and the desired outcome - Notes (if you want to share anything else) - Provide screenshots","callToAction":"Product ideas","introHtml":"Share feedback to improve the tools and products based on your experience working in live channels to improve customer experience and KPI (i.e. to improve the customer experience we could automatically cancel orders if the MP had not accepted it within max 10 minutes)","icon":10685,"iconUrl":"https://glovoapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10685","groups":[],"key":""},{"id":"1666","name":"Provide additional information","descriptionHtml":"In the description it is mandatory to add the following information: - Title of the affected gem in English + link - Title of the affected gem in the local language + link - Contact Reason - Description step by step of the Decision tree to arrive to the specific step (Your Journey in Shelf) - Why would you need additional information? - What you would change and the desired outcome? - Notes (if you want to share anything else) - Provide 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