Troubleshooting
What is Remote start?
When doing a lead, what do you change the subject to? How do you successfully do a lead?
Please demonstrate this in RNT.
I'm an elderly woman and I'm having trouble changing the license plate in my Volvo On Call app. Can you help me?
What is log into the app, select vehicle, select the name, add the new name and select ok.
What is the subject line when documenting an incident?
What is...the customer's specific question or concern.
I have a 2020 XC60 and it's showing I have one window open under the doors and locks menu. My vehicle is located at the airport and I'm on vacation. Is there any way to roll the window up in my Volvo On Call app? How can we fix this.
When documenting an incident in RNT, you first need to quick search for the customer. How do you quick search? What information do you use?
VIN, email address, first name & zip code, phone #
Please demonstrate this using my information.
I currently have a 2015.5 V60. I want to get the Volvo On Call button working again in my vehicle? How do I get the button working again? Will this renew my Volvo Roadside Assistance?
In order for the Volvo On Call button to work, the customer must renew the Volvo On Call app subscription. If the customer wants Volvo Roadside with this, the customer needs to renew Roadside at the Volvo Roadside Plus website.
When documenting a customer care complaint, what hotkey do you use?
F8+PNS
I'm having some trouble connecting my iphone to the Volvo's wifi hotspot. I can connect to the Volvo's network but when I go to try and open up a website on my cell phone it's not working. What could be the problem?
Name one way or two to troubleshoot this for our customer.
How does a customer remove themselves from a vehicle in the Volvo On Call app? What are the steps? Hint! (screen recorder videos)
Demonstrate this using the video.
What new functionality has been added to the Volvo On Call app? What now takes place as the customer's Volvo ID? (Hint, check Teams)
The customer's mobile phone number can now act as the customer's Volvo ID when they create their Volvo ID.
How do you update the customer's email address if you see a duplicate email in RNT?
Provide me the instructions on how you would do this in RNT.
I currently have a 2020 XC90 and I have the Volvo On Call app connected to my Samgsung Galaxy S10 device. I read somewhere you can use Google Assistant to read out information about your vehicle to you using the app. It's not working for me. What can I do?
What is....it's currently not available in this region. Find the Help and Support article on it.
How do you add an additional vehicle to the Volvo On Call app?
Demonstrate where to find this information and then provide the steps.
Where can customers access their VIN in the Volvo On Call app?
What are the steps you need to perform before you place a case in "solved" status.
What is...ensure all fields are filled in the incident, call is documented, vehicle is locked, mileage filled out, and incident is properly coded.
I have a 2017 XC90 T8 and when I try to use Parking Climate in the Volvo On Call app it doesn't work. It's currently plugged into my home charging station. I've tried everything, can you help me?
What is, the vehicle needs to be unplugged in order for parking climate to work.
Demonstrate how you can edit customer's information in RNT and also where to locate the dealer list in Teams (for adding a dealer in RNT).
Demonstrate this in RNT and in Microsoft Teams.
We have a promotion going on for the Volvo On Call app at this time. What is the promotion and what is the specific link?
50% off the Volvo On Call app, the link can be found in Microsoft Teams.
What are the steps needed to be done for assigning an incident to a Team Leader?
What is...fill out all the fields, document the call using F8+PNS, lock the vehicle and fill in the mileage, properly code the incident, enter banner text w/ red flag, and assign to a TL in unresolved status.