CASE CREATION GAME

The claim number given by the calling Client is also the policy number.

• TRUE

• FALSE

A Nationwide Client called seeking assistance in creating a case for a Customer who decided to store the vehicle in their garage yesterday.

What will you use to to assist the Client?

• Swoop

• AM Dashboard

• MS Dynamics

• Accident Knowledge Center

When do you use MS Dynamics in creating a case? (Check all that applies)

• If the calling Client is from the USAA.

• I'll use it in all my case creation call.

• If my AM Dashboard is down.

• If I do not have AM Dashboard pulled up.

A Nationwide Client called seeking assistance in creating a case for a Customer who decided to store the vehicle in their garage yesterday.

What Assignment Type should you choose?

• Tow from Accident Scene

• Nationwide

• Tow from Business, Storage, Residence

• Live Accident Scene

Choosing "Tow from Business, Storage, Residence" as the case Assignment Type will fall under what product type?

• VRM A

• ASM

• VRM H

• SLM

A Nationwide Client called seeking assistance in creating a case for a Customer who decided to store the vehicle in their garage yesterday.

What method will you use in entering the Customer's information in case you ended up using MS Dynamics?

• 2- click method

• 3- click method

• Add new

• Look for More Records

What do you do if the calling Client does not have the VIN available on his end?

• Ask him to get out of the vehicle and check on the VIN.

• Ask for the vehicle's year, make and model instead.

• Ask him to check his insurance card.

• Ask him to call back once the VIN is avaialble.

Which option do you choose if the vehicle is multi- colored?

• dominant color

• multi- color

• others

• none

What piece of information do you obtain first when asking for the body shop/ drop off location?

• Name of the Body Shop/ Pick Up Location

• The complete address of the Body Shop/ Pick Up Location

• The email of the Body Shop/ Pick Up Location if there's any

• The contact number of the Body Shop/ Pick Up Location

In this case, which between the two closed loop spiel should you use?

• Once I secure the service, I can send you the name & telephone number of the service provider and their ETA as a text or automated call.

  Is text alright with you? (CONFIRM CALLBACK NUMBER and ASK FOR ALTERNATE PHONE NUMBER) Standard messaging rates may apply.

• When we dispatch service, the customer will receive a message with the service provider’s name, phone number, and the estimated time of arrival. Did the customer provide permission to send a text? If so, standard message and data rates apply.

  To confirm the phone number of the customer is (confirm customer’s phone number). May I have an alternate phone number for the customer?