Siebel
An _______must be created for every action that is taken on the case
What is Activity?
This is a tool/website you can use to find certain Doc ID's and Guides.
What is GMA?
Tools that we are able to offer a customer to offset inconvenience or to offer additional protection and peace of mind.
What is Goodwill?
Document T2 FAQs (CAC Tier 2 Process FAQs)
what is SS3822?
Product issue or claim that lead to injury, medical treatment, damage outside the vehicle, or the interaction is coming from insurance company seeking reimbursement.
What is ESIS?
These things we document in Siebel are categorized by topics that must be reported to NHTSA . They also help determine if an issue will be reported to NHTSA. Always be careful that you are selecting them so that they best fit the customer’s issue to ensure accurate reporting.
What are Uniform Component Codes (UCCs)?
Activity Only Documentation can be used instead of creating an SR when the customer has a basic Request for Information. This process will explain how to use Activity Only Documentation and where it is/isn't appropriate.
What is SS2130?
This is offer for $50 or $100 towards the future maintenance
What is service voucher?
Cases will only be put through this flow chart when the PET yields an approved dollar range & the CEM hasn’t already provided an offer from that GM-approved range.
what is $$ Requests flow?
Product issue, concern or allegation.
What is PAC?
when Verifying Contact information these are basic essentials?
what are Name, Address, phone number, Email address
This process indicates how to transfer to Exec team when appropriate. T1/ T2 Case Handling for interaction types that require Exec CAC and when/what to transfer.
What is SS2674?
Written assurance that GM will cover a specific vehicle component in the event of a future concern
What is Component Coverage Letter ?
Don’t use the word _____ when speaking with the Customer.
What is Calculator?
This flowchart helps you navigate the repair process and parts delays.
This process will instruct how to properly close an interaction (call or chat) with a customer. Properly closing/ending a call is important to the customer experience and ensuring you answered the customers questions/concerns/provided the information needed. DOC ID?
What is SS4015?
This is the updated universal Contact Center Quality Scoring and Evaluation Guide Document that will be used as a reference article that supports the Quality evaluation form.
What is pp598?
Voucher that can be applied as money toward the purchase or lease of a new GM Brand vehicle
What is the Owner Loyalty Certificate?
This Document is the OLD Policy Calculator process for determining if an amount is fair & appropriate
SS4245
The Field Organization is divided into five geographical regions
What is North Central, Northeast, Southeast, South Central, Western
If you are able to review the SR and provide the customer with the information he/she is requesting (such as the current status of the case or by repeating information that was previously provided), you will inform the owning advisor of the update via a ________ activity.
What is a Notify CRM?
This is the updated universal Contact Center Quality Scoring and Evaluation Guide Document that will be used as a reference article that supports the Quality evaluation form.
What is SS3972?
Extension of the warranty coverage of a specific vehicle component or system in the event that an identified non-safety related failure occurs.
What is Special Coverage?
When Using PET you would use this portal.
What is Empowerment?
A six-digit code assigned by GM to each of its dealerships that uniquely identifies each dealership from all others. They are also assigned to associate (non-GM) businesses such as Special Vehicle Manufacturers when required.
What are BAC's? (Business Associate Code)