Callflow
What does the "Internal Note" icon look like?
The Sticky Note
What color background is the internal note background
Yellow
Which locations will you be covering?
United States & Canada (US&C)
What type of note template: The car smelled like farts, this is unacceptable!
Non Safety
In Safety Line what should you do if the caller is not safe?
Recommend the caller contacts 911
True or False: We can deny a call from a transferring agent if the situation is non-safety
False
What color background is the Saved Reply Outgoing Messaging background?
White
What type of note template: I'm calling because I think my delivery person stole my eats order!
Non Safety
True or False: Block Pairing is mandatory for Safety Incidents
True
Aside from a full name, what 2 pieces of information can you verify a caller with?
Email Address and Phone Number
What does the "Attach/Detach trip" icon look like?
The Kabob (three dots)
Which service team handles contacts involving Law Enforcement?
LERT
When do you switch the modality of a contact?
After you select your contact type, submit notes, and take any further action required based on type
What are the 3 A's in the ''AAA'' thought process?
Acknowledge, Align , Assure
How long is the mark down for dead air?
15 seconds
What does the "change modality" icon look like?
The lowercase "i" in the circle
Is the phrase 'What you are describing is not aligned with Uber's values' considered to be the preferred phrasing?
Yes
We switch modality last due to..
Colliding
What modality do you switch the contact to after we are done?
Messaging
How many empathy statements are expected in each call?
3
What is the name of the saved reply you send after a safety call?
New Safety Line Report
Are drivers partners and employees of Uber?
No, drivers are not partners or employees
Which link(s) do you put in the new contact form?
The Bliss URL of original contact and The Recording URL
What must you include in your internal notes if it is a translated call?
#Globo