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WorksheetsCall Flow - Part 1 & 2
Total questions: 15
Worksheet time: 13mins
True or False: Always introduce yourself using your first and last name.
True
False
"Thank you for calling ______________. My name is Sheila and to whom do I have the pleasure of speaking with?"
Connected Services
Jeep Connected
Jeep Customer Assistance Center
Jeep Connect
Vehicle Identification Numbers can be found:
Select ALL that apply
On driver's side corner of dashboard
Insurance Card
Inside door jams
Recall Notices
True or False: If a customer has any open recalls, they would need to be transferred to Customer Care after your call.
False
True
How do we identify Eligible vehicles?
Brand, Body Style, Family Code
Brand, Body Style, Color
Brand, VIN, Family Code
Brand, Color, Case Number
True or False: Cases in Compass do not need to be created for our customers.
True
False
Select the Mandatory Fields for creating a new case:
Subject
Description
Case Origin
Vehicle Mileage
True or False: When using the Customer Admin Portal, you only need the last 8 characters of the VIN.
True
False
True or False: Callers within the United States are required to have the Terms and Conditions read to them prior to Activation.
False
True
True or False: An account that has not yet been activated via email will have an Account Status of INCOMPLETE.
True
False
True or False: When resetting a customer's password, you would need to verbally confirm the email.
True
False
How long will the "Locked Out" status last for?
15 seconds
15 Minutes
51 Minutes
All remote operations require a __ PIN defined by the customer.
6
5
4
3
True or False: Cases being escalated to L2 Tech must be closed.
True
False
Cases can be closed when:
There are no open tasks
No dependent cases
Appropriate reason for case closure is provided
