Reputation
Do DR/Cars reviews syndicate to any other sites?
No
What are our current package levels we offer?
Base and Premium
What CPO inventory is badged directly from ICC?
Toyota and Lexus
What should be checked before escalating a P2P MMYT case?
Verify MMYT with VIN decoder, confirm vehicle meets site policies
What should be included in every Slack post when assistance is needed?
Case number, CCID, (ideally an actual question)
How many reviews is required for a Salesperson to become certified?
10 positive reviews in a quarter
What lead type is generally not associated with a specific VIN?
Quick Quote
Where would you verify if a source provider is approved?
AVL
What is the process when a dealer will not honor an ICO?
Use the AT channel to request reassignment. Utilize Google doc to report dealer is not honoring ICO.
What is the process for escalating a case to T2?
Gain approval via Slack (if needed), fill out the appropriate template related to your issue, send the escalation email to case contact.
What team is responsible for setting up Review Builder?
Customer Onboarding Team
How does a Cars Social lead show up in a dealers CRM and our reporting?
All lead show as Cars.com leads
In what sort of inventory issue do we involve the Customer Growth Specialist?
Inventory Incidents
Name three reasons a P2P user cannot post a vehicle on site.
Vehicle is older than 1992, user has submitted more than 3 vehicles in a calendar year, vehicle is considered a replica or racecar, vehicle was not mass produced, vehicle was not produced for sale in the US.
When is it okay to cherry pick the queue?
In between phone calls. Never when working emails, unless there's cases related to case on top of the queue
Can we moderate reviews on other websites?
No - we can only moderate reviews on Cars.com and DealerRater
Where is the best place to start looking when troubleshooting lead delivery issues?
The Leads tab in AdminDash.
When do we do ISCR to D2C2?
Never, they are not an ISP
For consumer MMYT, what is the difference between a trim vs an options package?
A trim is a valid OEM code assigned to a specific MMYT. An options package is not official MMYT and are optional/bonus feature packages you can add to a specific trim.
When we need to work with our aggregators, what should we be telling sales and/or dealers?
We need to touch base/work with our inventory team.
Can Employee Profiles be "transferred" between dealerships?
No - reviews belong first and foremost to the dealership. Employees can be added to other DR pages but cannot bring tagged reviews with them
How do we check CarsSocial deeplinks?
Use the links we have on cars.com site as long as its not base dealer
What makes an ISCR to DI different than ISCR to vAuto?
ISCR to DI we must notify them via slack
How can you locate former VDP information when a consumer make the request?
The template pinned at the top of the fraud channel or in Fraud KA under old ad info. Once completed, submit to Fraud.
How do you locate which team handles a non support issue to ensure efficient cross team functionality?
KA: Escalation Index