L2 Technical

A customer complaint that has been verified by a dealership technician as a normal characteristic of the vehicle operation is designated:

• Recurring issue

• Technical Re-assignment

• Intermittent Issue

• Operating as Designed

Which of the following is not considered an unresolved issue?

• Customer has had the same issue three times

• DLR has diagnosed issue and does not have a repair process

• FCA is aware of issue and has not determined a resolution

• Customer unhappy with hard shift on truck and has test driven similar vehicle.

Which is the first aspect to validate when deciding how to handle an unable to duplicate issue?

• Parts

• Safety

• Technical aspects

• Documentation

1. What is the purpose of Omni-Channel?

• Case Delivery to specialist

• Linkout to additional apps

• Chatter app for premium specialist

• Send cases back to L1

Which of the following is a condition that a Specialist would handle to completion?

• Customer states that purchased accessories impact the gas mileage of their vehicle

• Customer is frustrated because DLR cannot replicate concern

• Customer states that there is a whistling noise when he reaches 80MPH

• All of the above

When investigating an unresolved issue case, which of the following option is considered only when all other options are exhausted? `

• Contact the CRM

• Contact the Site Lead

• Refuse to further assist the customer

• Seek a second opinion at a different dealer

Under which condition should a Cherwell (Tech Pod) escalation take place on a vehicle with an unresolved issue?

• DLR has diagnosed OAD and refuses STAR involvement

• DLR has contacted STAR and is actively working with them

• STAR has recommended assistance from Tech Advisor

• All the above

If there is a concern that part availability will have Lemon Law implications, the Specialist will:

• Inform the DLR

• Advise customer of next steps

• Escalate the case to Legal Department (CRT)

• Document the case and escalate to Parts Pod.

5.You promised a customer a callback today, but after checking with the Service Advisor, there is no new information to share. What should you do about the follow up today?

• Delete the task and create a new one to follow-up in two days

• Tell the SA to call the customer

• Avoid the difficult conversation by sending the customer an email

• Call the customer

Mopar and FCA offer comprehensive warranty coverage. What is not covered per those terms?

• Replacement parts

• Labor for installing parts

• Rental

• Mopar Accessories