Account Verification
In addition to the phone number and primary address, this payment detail is needed for the Enhanced Verification Process.
What are the Last Four Digits of the Credit Card on file?
These Snippets are needed to record the date and time
What is ttime and ddate?
The required phrasing for a Service Request concerning a tire rotation rather than an observed vehicle fault.
What is "Customer requests..."?
This is the maximum number of business days allowed to book a Work Order after confirming a request qualifies for Priority Service Scheduling.
What is 5 business days?
Bears, bats, and groundhogs do this to survive the winter, only to wake up in the spring.
What is hibernation
After informing a caller that verification is required to proceed, this is the final action an agent must take if the caller fails to verify.
What is to End the Call & Notate Account of failed verification, date, time and who you spoke with?
This snippet is needed in the Service Ticket after every encounter with a customer?
What is .contact?
The specific formatting element that must be added to a customer's service request to adhere to quality standards.
What is the "Customer states: On X date, at X time, under X conditions, X concern had occurred" format?
Which tool should be used to identify the 'minimum service location' and build the repair plan
What is Direct to Service Sheet/ Docs
What 2 states DO NOT follow Daylight Savings Time
Arizona and Hawaii
If a caller cannot confirm the last four digits of their credit card during an Enhanced Verification, this is the acceptable alternative piece of information.
What is the Last Gear Shop Order?
This Snippet is used to record Work Order Notes?
What is .wonotes?
This portion of the _________ should contain all relevant context pertaining to the issue/concern.
Service Request
When an SSA III cannot find an appointment, how far out should they check availability before pursuing alternative workflows
What is 90 days
These striped insects become highly active in spring, essential for pollinating new flowers.
What are bees
If a remote unlock is required, the caller must verify ALL of the following information.
What is Primary phone number, Primary address, The last four digits of the credit card number or Last Purchase from Gear Shop
What is the Snippet used for an callback request from the Service Center
What is .sccb
The two specific perspectives that must be avoided when writing a professional Customer Concern.
What are 1st person (and refraining from including feelings or assumptions)?
Despite the Minimum Service Type, this specific recurring issue is always explicitly listed as a repair that does not qualify for mobile service.
What are Repeat Concerns?
During what month is the first day of Spring
What is March- March 20th
TRUE OR FALSE If an owner calls to request that personal information be updated on their account, the advisors are not to confirm any information that is currently on file.
TRUE
These two snippets are needed when accepting an inbound chat and ending an inbound chat?
What is .Chat and .Endchat?
The critical reason why Diagnostic Specialists require accurate timestamps, related to vehicle data management.
What is to easily sift through the thousands of data points to pinpoint the exact moment the concern occurred?
A new owner qualifies for Rivian Priority Scheduling (PSS) if their service needs arise within this specific number of days from their date of ownership.
What is 30 days?
Fill in the blanks. _____ showers bring ______ flowers.
April showers brings May flowers