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?
What is the workflow to alert a SSA 4 that a transfer is needed?
SSA Transfer alert
True or False
You can authorize the account with only 2 pieces of verfication?
FALSE
Caller must provide ALL 3 pieces of information
This snippet is needed in the Service Ticket after every encounter with a customer?
What is .contact?
What is the required format when writing a service request?
What is the "Customer states: On X date, at X time, under X conditions, X concern had occurred
What is the max amount of hours that can be scheduled in a RIVIAN EXPRESS spot?
2 Hours
What is the workflow to alert the team you have spoken to a high touch team member?
High touch contact
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:
If the customers concern qualifies as safety VOR, WHat kind of appointment slot would we book?
Force book
What is the workflow to alert the team you are going to be late or absence?
Callout/Late arrival
What type of verification is required for an remote unlock?
Enhanced verification
What are 2 snippets that would be used for an request to the service center?
What is (SCCB)or(SCREQ)
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)?
True or False
All concerns can be performed mobile and at the service center
Not all concerns can be addressed mobile.
What is the workflow to advise the team that an issue that could not be completed on your shift needs to be address by another shift?
Shift handoff
Is the zip code required when providing the address?
DOUBLE JEOPARDY:
These two snippets are needed when accepting an inbound chat and ending an inbound chat?
What is .Chat and .Endchat?
True Or False
When opening an already created service ticket, Logged contact is already assigned to your name
FALSE
When opening an already created service ticket, You will need to press log contact to record you are the new SSA speaking to the customer.
How many days in advance can you schedule a mobile or service center consumer spot?
3 Days
What is the workflow to request assistance from an SR or assistant manger
Also, to ask for numerous tasks
SSOC request support