Membership
How many memberships does Peloton offer?
5
What are the most common troubleshooting types?
Power, Noise, Software
Brake assembly
What't the tool inside Salesforce in which you can look up member's information, orders, subscriptions and hardware?
Unified Member
Six:
new
open
pending
waiting on member
solved
closed
What's the limit for a paused membership in that state?
Three months
What is the most common noise repair for Bikes?
Bottom Bracket
How is it called the part that holds the seat in place?
Seat post
What is the difference between the IKB and EKB?
IKB is internal, for private and confidential information for Peloton agents and internal workers, whereas the EKB has public information for members.
How much time can a case stay pending?
72 hours
What's the difference between the App One and App+?
App One offers 3 Cycling, Row or Tread per month meanwhile the App+ offers unlimited access to classes.
Strength+ is included with App+.
What's the main difference between the Bike and Bike+?
USB-C cables
How is it called the rotating metal circle that creates the movement on the Bike and Bike+?
The Flywheel
Internal Knowledge Base
(Provide a definition)
When is it appropriate to use Waiting on Member?
When we need a response back from the Member, it should be used only with leadership authorization.
What is included in the Rental Membership?
Cycling Shoes
Warranty as long as the rental is active
All-Access Membership
Free Pick-Up
Which is an often overlooked step for Bike+ power troubleshooting?
Inner Wire cable connection to the Brake Assembly
One is for power and the other one for metrics
What is AgentIQ?
It's an integrated AI program that works as a chat and helps us find answers during our interactions with members
What are the three fields that must be filled during each interaction and in every case?
Case Reason, Case Details and Symptom
What's included in the Activation fee payment?
A full history of the bike's usage
$25 coupon for spare parts
50% off coupon for up to three cycling shoes and a bike mat
What does the error code X01TPZ001 mean?
It means the touchscreen can't recognize to which device it's connected to.
Why do the Peloton Bikes have cameras?
They were initially used for a video chat feature that let you ride alongside friends but it was disabled due to privacy and now it's used for profile pictures
What's the best and most efficient way to use AgentIQ?
Use appropriate and clear prompts
Provide context
Always confirm information
Provide the merging cases flow.
First, make sure you're merging cases from the main interaction. From the case you want to keep, click "Merge Cases", select the duplicate or parent case and then click next to compare them. After making sure the information is correct, proceed with the merge.