Software
This page allows customers to view all of their vehicles on a map.
What is Live Map?
This essential soft skill reveals an agent's ability to genuinely understand, acknowledge, and validate the feelings of a frustrated customer
What is Empathy?
Which team will you hand off to if the customer is requesting a modification to their contract?
Who is: Account Owner?
The process of replacing the device associated with an existing vehicle with a different one.
What is a Swap or Device Swap.
Tool that is used to confirm the correct video hardware to send to a customer
What is the Hardware Specifier Tool?
This feature allows customers to save time by not having to manually run a report.
What is Schedule a Report?
Agents should warm transfer calls to Elite Care only during their operational hours, which span this exact timeframe Monday through Friday.
What is 8am to 8pm EST?
Which Team should we hand off to, if the customer wants to move the VTU hardware from one vehicle to another?
Who is: Vehicle Transfer team or De-install/Re-install
A common term used internally when a customer wishes to remove a tracking unit from one vehicle and re-install it into another vehicle at the same service appointment.
What is a DeRe (Deinstall/ Reinstall) .... also referred to as Vehicle Transfer.
The button a customer would click on if a video alert was not generated but a customer wants to view video from a specific time period
What is the get video button?
This tab is where customers go to view recorded events and triggers
What is the Video Tab?
For Government accounts, agents can perform a warm transfer during operational hours, which end at this time Monday through Friday
What is 7pm EST?
If a customer calls back about an open case assigned to their Account owner because their original inquiry has not been resolved and there is no case comments from the Account owner. How would you handle this?
What is: Send an email to the Account Owner from the case with both the Account Owner’s Manager and tier1escalations@verizonconnect.com CC’d for visibility
This team is used to handle the replacement of lost, stolen, or damaged gps units.
What is the R&R (Repair & Replacement) team.
The tab a customer would go to in order to view and download video events
What is the Video Tab?
This person would help a basic user who is unable to view certain features on the account
Who is the Admin?
When a technician calls in, agents must record these two pieces of identifying information about the person performing the work
What are the Technician Name and Technician's company?
An Ex-customer who does not want to reactivate service but would like to dispute a bill they received. Who do we hand this off to?
Dispute Resolution Desk or DRD
The Success team member responsible for customer growth and retention.
Who is the Account Owner?
The first step to take if all LED lights are off on a KP2 camera
What is instruct the installer to confirm all connections are correct and secured?
This feature allows DTC codes to be viewed on the Reveal portal.
What is ECM?
If follow-up is needed after a technician's call, the agent must verify the name, callback number, and email for this specific account representative.
What is the Account POC (Point of Contact)?
When handling Deployment scheduling, How do you determine if an account is VOSS or Non VOSS?
A VOSS account is determined by this banner on their Salesforce account page “ This Account is currently part of the onboarding Success process”
A division of Reveal Support that supports the largest Reveal enterprise customers.
What is Elite Care.
The approximate amount of driving time hours a standard SD card can hold
What is around 22 hours?