Siebel
This link allows you to see how many vehicles the customer has owned.
What is the customer's last name link?
Titles contain the Who, ___ & ____.
What is "What" & "What"?
This government agency oversees the Transportation Recall Enhancement, Accountability and Documentation.
What is the National Highway Traffic Safety Administration?
GVOC will match these field(s) in Seibel.
What is Title and Tread fields?
The customer's side of the conversation always starts with this format.
You can find if the customer pays for maintenance or other non-covered repairs here.
What is the CP & WTY tab under the VIN link?
You would typically put a date of demand when this occurs.
What is a say a trigger word?
When Treading A/C concerns, it will fall under this unique category.
What is Visibility?
This unique Category 3 will be picked in order to be able to GVOC Airbag correctly.
This is the only person you should copy and paste emails sent and received verbatim.
Who is the customer?
These two tabs you must check on every single call.
What is the Previous Case Tab and Campaigns/WTY EXT tab?
When requesting a rental vehicle this normally placed at this position in the Title.
What is at the end?
When Treading a Hybrid Battery or EV Battery it is Treaded under this unique category.
What is Fuel System?
This situation will always trump the GVOC on every case.
What is the Customer perceives something is wrong with the vehicle?
You should use a combination of letters and characters to describe this!
What is Profanity(Cursing/Cussing/Swearing)?
You will always need to immediately refresh after you do this in Siebel.
What is REOPEN the case?
When a customer is claiming that they have been in an accident as fault of the vehicle, you will always use this title and CTA to describe the case situation.
What is the customer alleges?
Treading a "No Start" concern, can only be Treaded under this single category if no other reason is perceived by the customer.
What is Engine?
You know never Tread the case when determining GVOC with these two Categories on Level 1.
What is Inquiry and Duplicate Case?
This is the Golden Rule of Documentation.
What is "If you didn't document it, it didn't happen"?
Clearing your history and cache along with refreshing will solve this concern.
What is when Siebel is Siebeling (Siebel and/or AWS Phone is not responding correctly)?
When the customer is calling about a recall and they say they are getting a lawyer, this will always go first in the title.
What is the Date of Demand?
Tread is based off of this every time.
What is the customer's perception?
We always use this Level 3 GVOC category when a Customer claims they their brakes failed and the air bag didn't deploy.
What is Product Liability?
It is mandatory when trying to capture the customer's concern's appropriately, that you always ask and document these.
What are Essential Questions?