SOP's
If a customers asks you when they will get a call back about their diesel tech case, what time frame do you provide?
You do not provide a time frame.
If a customer purchases a Davie4 kit from us, will productions set up the customers security questions?
No
What is important to remember about reading dates in service code?
Date & Month are reversed
If we need to change a customer's Diesel Tablet 2 password, where do we go to complete that?
MyCar Site
If a United Rentals tech is unable to provide us with the equipment ID, what do we put in that field for your case?
Eight 0's
Before you run an update to Diagnostic Link 8, what information should you record in your case? (Daily Double)
How many programming events the customer currently has
When you submit a support request to SerivceAmerica, what information do you need to post to your case?
SRAME#
What recent change was made to all diesel repair accounts?
No more free accounts/access
After leads approval to submit a replacement, where do you submit the replacement form?
SalesForce
When a new Davie4 license is purchased, what is the time frame for the license to be processed?
5-15 buisness days
When creating a request for ServiceAmerica, what do you need to have in your subject or description?
Case # & Initials
On the new "Inidividual plan" for diesel repair, what do users have unlimited access to? (Daily double)
Truck fault codes, vin decoder, parts modules
When would you need to make a case for customer support?
When the customer is requiring a call back from a customer support member.
What recently changed about how we contact Volvo for support online?
We no longer email, we use the new portal.
When you encounter a Jaltest customer past 45 days of expiration and the software is locked out, what should you do first?
Reach out to jaltest technical support to see if an unlock payment is needed.
A customer is trying to run a regen on a John Deere tractor, would the handheld be a good tool for this?
No, Handhelds are only good for on-highway vehicles.
When working a case and another issue comes up with that same customer, what should you do?
Open up a new case since it is a different issue.
If you are opening the Hino DX3 software and get a "database error", what should you do to fix it?
Update to the latest version
On what date did we begin to include jaltest online info with new kits, silver & gold renewals?
4/14/25
If a diesel tablet 2 has been resold, what has to happen to that tablet?
The tablet has to have its old data removed. Process referred to as "removing the serial number"