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Wiki Transition Tier 2 Agents

Education Team CEX

Created on March 4, 2025

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Transcript

Wiki Transition Tier 2 Agents

Everything you need to know!

START

Module Quick Glance

Tier 2 Agents

Click on each tab to learn more!

Google Drive

Search Tips

Reminders

Tier 2 Agent Content is now in Google drive!

This is where all your team specific content and talking points will be located! You will still have access to the Customer Care Wiki spaces and Salesforce Knowledge for all Customer Care or T&S content needed.

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Google Drive Set Up

For consistency, the Google Drive has been set up to mirror the Guru organizational format.

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Searching Tips

  • The search bar will display best matches to the Keyword Search.
  • CTRL+F will search all tabs saved in a Google Doc.
  • All general Customer Care guidelines will be in Wiki.

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Reminder!

You will have access to all the Wiki Spaces and the Salesforce Knowledge. Anything considered General Customer Care or Trust & Safety will be located in those two applications.

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Thank you!

If you have any questions or need assistance, please don't hesitate to reach out to a supervisor!

Searching in Google Drive!

Google Drive offers advanced searching capabilities for ease of access to content.

Clicking on the Advance Search button allows you to narrow down content.

In place of Guru cards, you will now have Google Docs with mutlitple tabs. Think of these like the Guru folders.