Intro to Nike Solutions

Question 1

We got a PDF to print out

Answer 1

the book one

Question 2

AKB

Need to favorite AKB.. there is a list
Also, need to practice finding info you need

Answer 2

Pull up the relevant AKB article for steps to resolve and information on when to transfer or escalate and other helpful information fo your call.

This infor is updated continously,,do not print.

Question 3

OMOBO

Answer 3

built into Swoosh Desk and is used to quickly search for and place orders, check inventory, cancel and order or return, reissue a return label, and track a missing order and make price adjustments. Your AKB article will help guide you.

Question 3

Swoosh Desk

Answer 3

Case creation, confirm and verify consumer information, recognize and invite to Nike Membership, investigate case history.

Alpha and Omega..begin and end with Swoosh Desk. Document.

Question 4

Coach Assistance and Slack

Answer 4

depending on the issue, you may reach out to Coach Assistance or Slack for help with processes, particularly with certain escalations or approval, and to communicate with ARAs and other members of the Liveops/Nike community about real-time issues

Question 5

NikeId FC Tool

Practice making your own shoe so that you understand how it works!

Answer 5

you will use the FC tool to check the status of Nike By You orders

Question 6

Nike Maxims

Answer 6

Memorize these…there is a flashcard for this

Question 7

Genesys

I have seen comments that people get stuck because they did not practice this enough!

Answer 7

phone system inside swoosh desk

Question 7

Swoosh Training Tips

we will need to play with the system

Answer 7

• look for blue line at top that says “sandbox”
• scroll down to Articles and make sure that it says ALL not recently viewed
• there are so many articles so use search bar
• also once in articles, click call consumer and it will populate (need to play with this)
• no record? add them
• you can also use guest account
• look for business unit Commerce-Nike.com (save and continue)

Question 8

Sandbox/Training Swoosh

Answer 8

Once we are live production…we can go back to the sandbox and practice on our weak spots

Question 8

NotePad

Answer 8

We can take notes on this and then copy and paste

Question 9

Birthday

Answer 9

We can put day and month and a different year…let them always be 21.

we want them to get birthday discounts

Question 10

There is a copy and paste resolution cheat sheet in LON I think…. We need to find it and add it here