System of a Down
The system that stores knowledge articles for us to use for information.
AnswerHUB
Name three of our standard warranties
Basic, Powertrain, Anti-Corrosion, Emissions, Extended Emissions
Research
How long does the Parts Pod have to respond to the Task that we send them?
One business day
Which AH article provides information about backordered parts?
AH1146
The system that allows us to see a customer's RO history.
CSMS
Name three things NOT covered under Stellantis warranties.
Examples of outside influence, tampering, neglect, poor maintenance, racing, etc.
You have called the customer every day for the past week, but they haven't answered or returned your calls or emails. What comes next?
Close the case
Which warranty covers the Shifter Mechanism?
Basic Warranty
Which AH article gives us the details about parts and which warranty covers the parts?
AH1064
The system that we can use to book Enterprise reservations for customers.
ARMS
You had a Task to follow up with the dealer, which you just did. You've updated your case comments. What comes next (THREE THINGS)?
Call customer with update
Mark Task as Complete
Create new Task
What is the highest order type/status that a dealer can do on their own?
Special Handling
Which AH article tells us the guidelines for handling rental reimbursement?
AH20376
What is one important thing to keep in mind when sharing warranty info from VIP with a customer?
The warranties are based on an estimated mileage.
OR
The dealer makes the final decision about warranty coverage.
How can a customer remove a Stellantis warranty restriction?
Get an inspection at a certified dealer, pay for the repairs themselves, and then have a TA confirm all damage is remedied.
Dealer is stalling - every time you call they claim they're "working on it" or "close to figuring it out". It's been four days and they still have no diagnosis. What comes next?
AM escalation
Name two different things that could prevent a repair from being covered while the part's warranty is still active.
Outside influence, warranty restriction
Which AH article gives us guidance on how to handle angry customers or hard discussions?
AH1639
What do we need to do in order to view the Goodwill Grid?
We need to log in using the dealer credentials from AH19846.
Customer has a 2016 Jeep Wrangler with 200,000 miles on it and no service contracts, recalls, or extended warranties, yet their alternator repair was just completely covered. How is that possible?
Mopar Parts warranty
The customer is seeking reimbursement for a rental vehicle, which you have previously discussed with them. You already did the Goodwill Assessment Tool and now need to handle the rental reimbursement. What comes next?
Goodwill Rental Request
Which systems can we use to translate a part number into a part name/description?
Part Inquiries (Dealer Connect)
PLX (VIP)
Click the paper clip on the right-hand side of the article (right side of the case screen).