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?
The classic orange-colored pie that is a must-have dessert at Thanksgiving.
What is Pumpkin Pie
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?
The large American city that hosts the famous annual Thanksgiving Day parade sponsored by Macy's.
What is New York City?
DOUBLE JEOPARDY:
If a caller cannot confirm the last four digits of their credit card during an Enhanced Verification, this is the acceptable alternative piece of information.
What is the Last Gear Shop Order?
This Snippet is used to record Work Order Notes?
What is .wonotes?
The professional term for the component a customer might describe as "plastic piece by the windshield on the inside by the driver side."
What is the left-hand A-pillar appliqué?
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:
The action of breaking this bone from a cooked turkey is said to determine who will have good luck.
What is the wishbone
If a remote unlock is required, the caller must verify ALL of the following information.
What is Primary phone number, Primary address, The last four digits of the credit card number or Last Purchase from Gear Shop
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?
This popular casserole is famously made with canned green beans, cream of mushroom soup, and French-fried onions.
What is Green Bean Casserole?
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?
This specific Monday, occurring after Thanksgiving weekend, is known for online sales and deals.
What is Cyber Monday?