Get Out of a Sticky Situation

Learning Objectives

After completing this unit, you’ll be able to use an agent to:

• View guest reservations.
  
• Upgrade a guest to a room that is not filled with candy.
  

Resolve a Sticky Situation

As the staff arrive for their morning shifts, they discover the ghost has replaced their uniforms with costumes from a popular musical. As funny as this is, the costumes aren’t very comfortable. The staff, dressed as lions, tin men, scarecrows and good and bad witches serve breakfast and attend to guests. Meanwhile, you and Astro race around the hotel looking for the missing uniforms and fix things that Cob has messed with. These include lowering the high temperature set on the thermostat in the dining room, refilling the Halloween candy bowls he emptied all over the Inn, and replacing missing batteries in the TV remote controls.

As the morning chaos subsides, you and Astro are finally able to sit down for a cup of coffee. But your relaxation is cut short. Ruth, the head of housekeeping, calls down to the front desk to report that Ms. Luna Tombs returned to her room after breakfast to find it filled to the brim with candy–again–and you’re needed upstairs right away.

You dash upstairs and see candy corn spilling into the hallway through the open door to Ms. Tombs’s room. Ruth is barely visible in the middle of the pile. “Hi!” she calls out, “Luna Tombs has had enough of this prank. Every time she goes out, her room fills up with some kind of candy, this time it’s candy corn. Her luggage is getting sticky from all the sugar, and it’s attracting ants. She needs a new room immediately. Can you please find another room for her for the remainder of her stay? An upgrade would be nice if it’s possible.”

Upgrade Ms. Tombs to a New Room

You need to move Ms. Tombs out of the candy-filled room and find an upgraded room for her that’s available during the remaining 4 days of her stay. You head to your computer to see if the fanciest room at the Inn, the Gothic Suite, is available.

1. Make sure you’re in the Sillicorn Valley Inn app.
   
   

2. Refresh your browser to ensure your agents are active, then click .
   
3. Click the arrow next to Customer Service Agent to expand the Select Agent menu. The Select Agent menu shows the Sillicorn Valley Inn Employee Agents that you have access to.
   
4. Select Guest Agent, then click Select.
   
   
   

5. In the Agentforce panel (conversation window), copy and paste Show me Luna Tombs reservation, then click Enter. The agent provides details of Luna Tombs reservation. Note: If you see an error message, make sure that the Guest Agent is selected in the Select Agent menu.
   
   
   

6. Click her Reservation Record Number, R-00000016, to view it on her Reservation Details page.
   
7. In the Agentforce panel, copy and paste Is the Gothic Suite available for the next 4 nights?. The agent tells you it is available and provides details of the room. It asks if you would like to book the room.
   
   
   

8. In the Agentforce panel, copy and paste Please move Luna Tombs from her current room to the Gothic Suite. The agent tells you Luna Tombs has been successfully moved to the Gothic suite.
   
   
   

9. You want to look at her reservation to double-check the update. Click the Reservations tab. Then, in the Recently Viewed list view, click the Reservation Record Number, R-00000016, for Luna Tombs. This refreshes her reservation and shows you the Room Type change to the Gothic Suite.
   
   
   

Generate a Confirmation Email

Now that you’ve successfully placed Luna Tombs in the Gothic Suite, it’s time to send her a confirmation email reflecting this change. You ask the agent to generate an email that you can send to Ms. Tombs.

1. In the Agentforce panel, copy and paste Please generate an email letting Luna know that her reservation has been upgraded to the Gothic Suite. Include the details of her reservation in the email. The agent generates the email.
   
   
   

To reduce bandwidth, this agent is not configured to send the email, only to generate it.

Wrap Up

Luna, relieved to move to a different room, follows a staff member who has arrived to clean her luggage and put it in her new suite. You say goodbye to Ms. Tombs. Now it’s time to click “Check Challenge to Earn 500 points”. Once you’re done, you can set out to see what else Cob’s ghost has been up to. There’s no rest for the weary, but maybe you can squeeze in another cup of coffee.