Account Verification
In addition to the phone number and primary address, this payment detail is needed for the Enhanced Verification Process.
What are the Last Four Digits of the Credit Card on file?
These Snippets are needed to record the date and time
What is ttime and ddate?
The required phrasing for a Service Request concerning a tire rotation rather than an observed vehicle fault.
What is "Customer requests..."?
This is the maximum number of business days allowed to book a Work Order after confirming a request qualifies for Priority Service Scheduling.
What is 5 business days?
What should you do when your AWS is glitching and your able to answer a call?
Take screen shot and add to SSOC Plymouth Workplace for VIZ
After informing a caller that verification is required to proceed, this is the final action an agent must take if the caller fails to verify.
What is to End the Call & Notate Account of failed verification, date, time and who you spoke with?
This snippet is needed in the Service Ticket after every encounter with a customer?
What is .contact?
The specific formatting element that must be added to a customer's free-form mobile ticket to adhere to quality standards.
What is the "Customer states: On X date, at X time, under X conditions, X concern had occurred" format?
While the repair time must be 2 hours or less, this specific services or service type is EXCLUDED from Rivian Express Service, regardless of duration.
What are General Diagnostics, alignments and anything that is not mobile capable?
What should we add to the WO notes for a mobile appointment?
Mobile appointment time frame
DOUBLE JEOPARDY:
What has to be included in your intro when answering a call?
Rivan Service Support
This Snippet is used to record Work Order Notes?
What is .wonotes?
Double Jeopardyyy!!
True or false
Customers can add to their already scheduled appointment that is set for the next day?
False
Per process, We require 3 days
DOUBLE JEOPARDY:
Excluding the Courtesy Inspection, a mobile appointment must contain no more than 4 service requests or a maximum of this many FRT hours.
What is 2.5 FRT hours?
Double Jeopardy!!!!!
What does Marissa say she always have?
McDonalds Money
What is a non acceptable form of verification?
Customers first and last name
What is the Snippet used for an R1 Unlock Account Verification?
What is .unlockr1?
The two specific perspectives that must be avoided when writing a professional Customer Concern.
What are 1st person (and refraining from including feelings or assumptions)?
Despite the Minimum Service Type, this specific recurring issue is always explicitly listed as a repair that does not qualify for mobile service.
What are Repeat Concerns?
How many days out from an scheduled appointment should we ask if we can add a new service request?
3 Days
In a failed Remote Unlock scenario, the SSA must perform this specific action after ending the call and before notating the ticket with the .unlockfail snippet.
What is to Send an SMS to the primary owner using the .failunlock snippet?
DOUBLE JEOPARDY:
These two snippets are needed when accepting an inbound chat and ending an inbound chat?
What is .Chat and .Endchat?
The critical reason why Diagnostic Specialists require accurate timestamps, related to vehicle data management.
What is to easily sift through the thousands of data points to pinpoint the exact moment the concern occurred?
A new owner qualifies for Rivian Priority Scheduling (PSS) if their service needs arise within this specific number of days from their date of ownership.
What is 30 days?
True Or False
The customer can see ALL notes that are in the note section of the WO?
False.
Tech notes are entered into the SR for the customer to see.