Mastering Service Case Handling in Customer Support
A medium-difficulty quiz on best practices for using Pega service cases, GCT, and guidelines in non-phone interactions at Booking.com.
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Quiz Questions & Answers
Review every prompt, the correct responses, and helpful context to prep for your own run-through.
Question 1: The traveler writes to follow up two hours after a Cancel Booking service case was sent to the partner. The booking is still active. It’s non-refundable, payment is PBB. The 48-hour partner response deadline has not passed. What should you do?
Withdraw the Cancel Booking SC and swivel to GCT just to send a more empathetic message.
Close the interaction without opening any service case and tell the traveler (in a short reply) to contact us again after 48 hours.
Open a new Cancel Booking service case and cancel the reservation yourself.
Open Request Information SC and inform the traveler in writing that the cancellation request is still pending partner approval.
Question 2: Partner wants to forward an update to the traveler. A partner sends a written message (extranet message or email) and wants to pass an update to the traveler about their reservation (for example, a schedule change). There is no technical issue and the process is fully supported in Pega. What is the best way to proceed?
Do not open any service case; reply from your personal mailbox.
Open Request Information SC and choose the topic “Provide Info to Customer” to communicate the update.
Open GCT directly and write a free-text email to the traveler.
Open Report Service Issue SC and immediately withdraw to GCT.
Question 3: Guest misconduct reported via offline written channel. A partner sends an extranet message reporting that a guest broke house rules (smoking) and wants to charge the guest. The Report Guest Misconduct service case fully supports offline channels (email, extranet). What should you do?
Open Report Guest Misconduct SC and follow the PEGA flow to support the partner’s compensation request.
Open GCT and follow the Guest Misconduct guideline there.
Open Request Information SC and write to the traveler asking whether they really smoked.
Do not open any service case; suggest in writing that the partner handle it directly with the guest.
Question 4: Process not covered by Pega (needs SNR). A partner emails us proactively offering compensation to the traveler for a service issue at their property. The payment is managed by Booking.com. The process is not fully covered in Pega; it falls under Report Service Issue guidelines and needs SNR involvement. What is the correct handling?
Open Report Service Issue SC, then withdraw to GCT and follow the relevant Accommodation Service Complaint guideline / SNR process.
Open Report Service Issue SC and follow the full Pega flow; never use GCT for this.
Skip any service case and just forward the email to SNR.
Open Request Information SC and close it with “No further action needed”.
Question 5: When to use GCT vs a service case. Which of the following is NOT a valid reason to withdraw a service case and swivel to GCT?
You prefer GCT’s layout and want more free-typing space, even though the existing service case flow works fine.
You cannot proceed further in the initially opened service case because of a technical issue.
The specific flow does not exist in Pega, but there is a KM guideline covering the case.
You need to handle a non-CSG topic that still affects the traveler’s experience.
Question 6: GCT vs “over-empathy” in written replies. A traveler sends a very emotional message in the non-phone channel. You want to show empathy. The existing Information SC flow covers the process; there is no technical or process gap, and you can complete all steps in Pega. You are considering swiveling to GCT only to write a longer, more emotional message. What is the best practice?
Close the service case and reply from your personal email.
Open Report Service Issue SC instead; never use GCT for emotional cases.
Always swivel to GCT whenever a traveler sounds upset in writing.
Stay in the Information SC and complete the automated flow; do not swivel to GCT just for extra empathy.
Question 7: Basic concept check – What is GCT? Which statement best describes GCT (Generic Case Type)?
A reporting table used only by Data & Analytics.
A normal service case type dedicated to cancellations.
A dedicated payments tool that replaces all other service cases.
A capability that lets you work end-to-end in Pega when existing service case journeys do not cover the scenario.
Question 8: Choosing between Information SC and GCT for prepayment (non-phone). A partner with a non-Payments-by-Booking reservation sends us an extranet message asking us to collect prepayment from the traveler. There is a dedicated Request Information – Prepayment request flow. No technical issues are present. The prepayment deadline has not yet expired. How should you proceed?
Do not open any service case; tell the partner in writing to charge the guest directly.
Open GCT directly and email the traveler, ignoring the Request Information flow.
Open RBD – Payment Issues SC immediately and then withdraw to GCT.
Open Request Information SC with subtopic “Prepayment request” and write to the traveler according to the guideline.
Question 9: Simple information request from traveler. A traveler emails asking for a clear summary of her current reservation details (dates, room type, board, and cancellation policy). There is no complaint. No technical issue in Pega. The information is visible in the reservation details. What is the best way to handle this?
Do not open any service case; answer from your personal mailbox.
Open GCT and write a long free-text explanation from scratch.
Open Request Information SC and use an appropriate information topic to share the reservation details in writing.
Open Report Service Issue SC because the traveler is “confused”.
Question 10: Technical issue in Cancel Booking SC (non-phone context). You are handling a traveler’s written request to cancel, already working inside a Cancel Booking SC that was created from a non-phone interaction. The intake screen is not loading correctly due to a system error. You tried refreshing and other standard steps, but the error persists. The traveler still needs support with the cancellation request. What should you do next?
Withdraw the Cancel Booking SC with reason “Technical issue” and swivel to GCT to continue handling according to guidelines.
Open Request Information SC and ignore the technical issue in Cancel Booking.
Keep trying to reload the Cancel Booking SC until it works, even if it takes the entire interaction.
Close the interaction and send a short message telling the traveler to contact us again later.
Question 11: Non-CSG partner topic via extranet. A partner sends an extranet message asking general marketing / visibility questions (for example, how to improve the property’s ranking and participate in campaigns). This is not directly about a specific reservation. The topic is not fully covered by existing service case journeys, but there are KM guidelines. What is the most appropriate handling?
Open Request Information SC and select any random topic to log the contact.
Use GCT with a suitable non-CSG / generic topic and follow the relevant guideline, replying in writing via the extranet.
Open a specific reservation-related SC (like Cancel Booking) and withdraw to GCT “just to log something”.
Do not open any service case; reply in the extranet asking the partner to check the help center.
Question 12: Traveler follow-up when case is resolved. A traveler replies in the messaging channel to a previous case: “Thank you, everything is resolved now. I just wanted to confirm that I received the final confirmation.” The modification or cancellation was already completed correctly in Pega. There is no new request, but you want to close the loop and log the interaction properly. How should you handle this?
Open Request Information SC and withdraw to GCT with a non-CSG or wrap-up topic to close and document the case properly.
Wrap up the interaction without any service case; no logging is needed.
Open Cancel Booking SC again and try to repeat the flow.
Open GCT directly and start a new complex flow.
Question 13: Partner asks us to explain prepayment to traveler (written). A partner sends an extranet message: “Can you please explain to the guest why we require prepayment and by when they must pay? We want Booking.com to inform them.” Reservation is non-Payments-by-Booking. The partner wants us to explain prepayment conditions and deadline to the traveler in writing. No technical issues; the prepayment rules are visible in the policies. What is the best handling?
Open Request Information SC with the “Prepayment request” topic and inform the traveler according to the guideline.
Open GCT directly and ignore the Request Information flow.
Do not open any service case and tell the partner in writing to contact the guest directly.
Open Report Booking Disruption SC because payment is involved.