Intake
We always ask the caller if they have one of these before creating a new service ticket.
What is a PO Number?
This is the order in which we pick up calls to dispatch.
What is top to bottom?
AL-5 is an example of this type of highway.
What is a state highway?
We ALWAYS open the account notes from this section.
What is the Billing Info section?
Dispatch approved to expand search radius to 100 miles.
This is missing from the above notation.
What is the dispatcher's name?
The two required public notes are in response to these two questions.
1. "Is there any rim damage?"
2. _______________________
What is, "Is the unit accessible?"
This line is the priority for dispatching.
What is FNA/Fleetnet America?
These types of interstates run South to North.
What are odd numbered interstates?
Steer-Endurance LHS
Drive-Endurance LHD
Trailer-Endurance LHT
For this account, the requested product for the Left Rear Outside (LRO) drive tire is ___________.
What is Endurance LHD?
Team Lead Channel advised to call dispatch for approval to expand mileage.
This is missing from the above notation.
What is the name of the person in the Team Lead Channel that gave the advisement?
When setting up service for the account number 0800 (ARI / Holman's account) we search for the _______ in the Location Box. This sets it as the Location Code.
What is the Client ID Number?
Using the first comment's time stamp in the ticket, we have this many minutes before we must have a Fleetnet America (FNA) ticket cancelled by the Team Lead Channel.
What is 17 minutes?
If the driver is unsure of their location we can ask their permission to use this feature.
What is PING?
This is how we proceed during Intake when the Account Notes are blank.
What is follow the script and ask the caller?
This is how we proceed (After Hours) when a shop is not showing the needed tire in the inventory.
What is copy the shop information and note why we are skipping them?
When an ARI / Holman representative calls in the service, we must make sure we have updated the _______ on the Contact/Account Page.
What is the caller's info?
(It will populate with the driver's information under both the Caller Info and Driver Info.)
This is the maximum Estimated Billable time we may accept without approval.
What is any?
The exits on interstates, in most states, match these.
What are mile markers?
True or False: We can never set up for a non-Goodyear tire, even if the account notes have non-Goodyear tires listed as preferences.
(We follow the account notes. If you are ever unsure if what is in the account notes can be used, reach out to the Team Leads.)
Driver/Kelly advised in the Huddle that the unit is against the fence, across from door 15, in the southwest corner of the yard. Driver/Kelly advised the unit is white with a red logo on the door.
Referencing the above information, these are the details that should be left in the comment section of the service ticket.
What is all?
We do not ask the caller for the VIN Number for the Billing Requirements. We copy and paste the VIN from here.
What is the Unit/Repairs Page?
This is what we enter as the Estimated Billable time when the shop does not have/provide Estimated Billable.
What is 2 hours?
When the breakdown location is a yard or physical address, in addition to the address we should be asking for this.
What is the name of the location?
These may be found in the Account Notes in addition to PO instructions, tire preferences, and what to do with the off tire.
What are pre-approval requirements/instructions?
Driver/Bob is angry and cursing. He just hung up on you. This is the notation that should be left in the service ticket.
What is Driver/Bob disconnected, calling driver/Bob back?