Clearing/Coverage
Are we able to re-clear a call once it has been closed?
No once it is closed we can no longer make changes and the shop will need to submit payment adjustments.
Where can you find Bringg comments in Salesforce?
Bringg comments can be found in the Work Order comments.
How do you force spot a case?
Use the force spot button on top of the case page enter the desired facility number save and submit
Where can you find the case origin?
On the top of the right hand column of the case page.
How long can a case be on delay before it auto clears?
84 hours
Where can we check to see if a member has their long tow available?
On the lower left of the service contract found in SF Case.
How do you lock a call?
In PPD and case comments
What happens if we place a driver in tow status in Salesforce?
This will cause the case to show as completed while the driver is still working on the case.
How do you close a case?
If the call hasn't been submitted yet you can use close case button on top of case page otherwise use the close work order button in the work order and apply the correct resolution code.
Where do you find history within a case?
You would find them in the workorder on the history page ( same area as details/line items)
How do you change the member number in a case?
There is a change member button on the top of the case page, either select from available associates or click next to add new member number.
When passing a call what system do you reassign the call in?
You would force spot the call in Sales Force and that will create a new work order for the new shop which will spot in Bringg.
How many work orders can one case have?
We can have up to 10 work orders per case A-J
Where can you add ADA for a member?
In the triage portion of the case.
How do you update the ETA?
In the work order edit the agent ETA (and possibly other agent ETA) field, save and refresh.
What happens to your lock when a case is force spotted to a new shop after its been resubmitted with a new work order?
Your lock will disappear.
What are some of the extra line item charges we can add to a case for payment for the shop?
We can add 1st truck and miles, bridge toll, super duty, heavy duty, and medium duty. ( All others will need to be notated as they will be handled on the backend by payments)
Where to find benefits for membership level.
You can find them on the right side of the case page.
How do you manually pin a breakdown location?
You would use the click here to "open roadside assistance" button. Type in the desired address or nearest landmark, manually drag pin to correct location, then save and refresh. (you may have to do this more than once for it to stick)
Where can you find the OPD for the member?
Use member name in case page to review past calls and find the matching resolution code open the case and verify the vehicles match.