AM SPIKE WEEK 1 REVIEW

What is our main tool for creating new cases?

• Swoop

• MS Dynamics

• Avaya

• AM Dashboard

What do we call the number generated in AM Dashboard after a case has been created?

• Client Case Number

• Case Number

• Job ID

• Claim Number

If a caller gives us a job ID, where can we pull it up?

• AM Dashboard

• Swoop

• MS Dynamics

• AM Knowledge Center

Are we required to create a phone call activity if we receive a call for case creation?

• Yes

• No

What should we do if we don't have a record/contact card for a service provider or a destination?

• Add it manually

• Reach out to support

• Transfer the call

• Look for the next available SP/destination

When are we required to create a case in MS Dynamics?

• If we feel like it

• If the client is USAA

• If Swoop is down

• If AM Dashboard is down

What characters aren't used in a VIN?

• O, I, Q

• 0, 1, 6

• 0, 1, 9

• O, L, G

What do we call the tow companies who call us for assistance?

• Clients

• Customers

• Service providers

Which of these is a VRM?

• Live Accident Scene

• Tow from a business, storage, or residence

This is a tow from a storage yard, salvage yard, or impound where the service provider will pay the release fees on behalf of Agero to release the vehicle and tow it.

• VRM-A

• ASM

• SLM

• VRM-H