Reputation
How should you document an inbound call related to an open case that is not yours?
Log call in the open case and document content of the call
In the inventory troubleshooting path what comes next after checking AdminDash?
Looking into the aggregator tool
How often should we be following up in our work order cases?
Daily
When sending a case to another team, after you end the call and before transferring what should you do?
Send an email from the case
For Premium and Premium+ customers, where do their DR leads get sent from?
Same lead flow as Cars.com leads
How often should follow up emails be sent?
Daily
Where in ICC can you export the file directly from 3rd party?
Imports
What is work order SLA/ KPI?
75% of work orders completed in 36 biz hrs
Where can you find the log in email for a dealer user - in the Dealer Panel or in Manager?
Manager - Dealer Panel email frequently is the same as their log in but can be different so always good to check Manager to be sure
If an AE asks for an update in AE slack channel and you're not availabe to look into what should you do?
Acknowledge request for update and provide reasonable TAT to get them an update
If creating a new case with ICC, what do you do prior to calling?
Send them an email
If a dealer fails QA what is your next step?
Email AE or contact COS to resolve discrepancy
What is our KPI for cases closed within 4 business hours?
65% of cases closed within 4 biz hrs
Is support allowed to remove reviews from DR/Cars upon request from dealership/sales?
No those requests must be handled by Cars Commerce Content Integrity team
Name the 3 Case Record Types we use
Dealer, Consumer & Reputation
When do we do ISCR to D2C2?
Never, they are not an ISP
When grabbing a work order, after we classify the case, what should we do next?
Chatter the COS in the WO Case with intro and details of WO
According to research what do business customers want in addition to confirmation that an issue was resolved?
Why the issue occured and what the customer or our company can do to prevent it in future
What report in Manager would be best to determine if we are receiving records and sending review requests for Review Builder?
ReviewBuilder Report
When escalating a case to T2 Queue name at least 2 things that need to be done.
Email AE/dealer to let them know
If there is a disconnect between third party and aggregator what should you do?
Conference them in together
If there is no Onboarding Specialist what do you do?
Email "users" on account for Marketplace
Where do you look to check for meetings? (2 answers)
Calabrio & Google Calendar