WAVE 5 FUN W PROCESS

FRIENDS

100

How can we check if the driver's rider account is deactivated? and where in TOM?

TOM overview under User Roles

User Modes>>> Diable Rider

200

The rider says oil was leaking from Diver's vehicle and when you check the Driver's TOM profile you understand there are 2 occurance regarding the vehicle condition. What is you 'How to Solve' telling you in this case?

1. Complete the Safety note to document the details of the case.
2. Send the Vehicle condition rider follow up - Rider reported response guide to the rider and apply the appropriate resolution reason to close the interaction.
3. Ensure future pairings between both parties are disabled and all related interactions are linked.
4. Apply temporary deactivation to the vehicle in TOM
   • Utilize the reference material Guidelines for Driver Deactivation Reasons for more instruction on categories.
5. Create an outbound interaction for the driver. Send the Structural Damage - PV response guide and apply the appropriate resolution reason to close the driver’s interaction.
6. Vehicle to remain on hold until proof of repair is provided by the driver
7. Note: Proof of repair may include a receipt from a professional/certified mechanic, receipt of purchased part, or photos of repair. Proof of fumigation may include a professional receipt, receipt of purchased extermination products, or similar extermination documentation.
8. Once proof of repair has been provided, remove the hold on the driver's vehicle in TOM
9. Remove temporary hold from the vehicle, leaving the proper TOM notation.
10. Once the vehicle is reactivated, send the Reactivated Structural response guide to the driver and apply the appropriate resolution reason to close the driver’s interaction.
11. See Safety incident classification in Cases for incident classification guidelines.

300

How do we transfer a case to a Driver team and create a task to our supervisor?

By quick connect and Create task from AC

400

How many driver categories and Tiers of Driver's we have in LYFT?

Gold, Silver, Platinum, Elite

Loyalist, Transistioner, Supplementer, Connector, Multi App maximizer

500

If a Driver has been reported 9 times for recording their rider's rides asking them to SMAASH? What do we do?

Transfer the interaction to the SMAA Pod queue.

GOT

100

Where in Driver TOM I will add the vehicle deactivation and check if the vehicle is deactivated?

In vehicle's & Doc's Tab
>>>> Under Deactivation's tab

200

The rider 'Archie' reported on driver 'Pinky' stating 'Pinky' is has not arrived in Audi A8, but the app say it is ferrari F80 hypercar. When you check Pink's profile Pink has a occurance about the same on March 5th 8:00AM. But Archie is reporting on March 5th 11:45PM. What do we do in this case?

Apply a temporary hold to the driver's vehicle in TOM.

300

if I want to check my own chat what I handled with customer, how can I view my own chat?(bascially how can we see a completed chat?

Support history URL

400

How will I unpair a Driver and rider without going into Ride details?

From TOM by copying the rider TOM ID and pasting in Blocked Pairings

500

The driver's account has been deactivated and driver says he wanna appeal it and in 2020 his appeal was denied

🔒 Deactivation appeal - Appeal previously denied - No new evidence

VIKINGS

100

How many rating's did Patel give to Brandon Knox and what is the date, time and ride type of the ride?

5 star/February 9, 9:15 PM–9:41 PM EST, Standard 

200

What is telematics used for? and what all we can see in tele matics

To gage the driving style of the Driver
Harsh braking, Harsh cornering, Swvering, Phone usuage.

300

I want to know when was Brandon account was deactiavted?

Thu Feb 12 2026 @ 11:14 AM EST

400

A safety has been reported and a teen is involved what do we do?

Any incident involving a Lyft Teen user must be handled by the SMAA Lyft Teen Pod under this Submission Reason.

500

Taylor Swift has reported Akon's Vehicle number is not matching, says vehicle color and model is matching which SR we should be following?

UXP(Unpleasant Exp)

BREAKING BAD

100

How do I grant a bonus and coupon for my Driver and Rider?

Agent show case

200

How do I open telematics and Ride Replay?

From Route breakdown in ride deatil page

300

If a Rider says I missed my babies playful things I need it back because my baby is crying, who do you think should handle the case?

Rider because it is rider who is reaching out

400

Bille Eilish says he wants you to approve her Vehicle insurance? How can we solve?

Resubmit to Driver

500

What do we need to do if a Driver is not responding to your outbound call to educate?

leave a voice mail and Send an outbound Email with education macro

TVD

100

What is the User charges tab for?

What is the concession tab for?

Name any 5 ride types?

Transaction history

Concession history to check(Bonus, Coupon, Refunds)

Agent based answer

200

How do we link or duplicate the tickets from Amazon Connect?

From Case managment from Right side section of Amazon Connect.

300

What are the Key performace metrics for Safety LOB?
NOT NESTING

9 Mins chat
8 Mins Call
Drop 24%
Resolve 81%

400

What was Ani's previous campaign before joining Lyft?

EMAAAR/Dubai Client

500

Rihana wants to be paired with driver's like Beyonce, Ariana, Dia lupa and she wants to under if we have any such feature in LYFT app so she can feel safe?

No she cannot have a preferred driver, but she can use Women+Connect feature