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WorksheetsOMNI 4 REAL
Total questions: 26
Worksheet time: 8mins
What is the name of the platform that we use to send dispatch?
Right Answers
OMNI
Citrix
AMC
What is the correct opening?
Roadside assistance, my name is______. Are you in a safe location?
Good (morning/afternoon/evening). This is (RA Name). How can I assist you today?
Thank you for calling Roadside Assistance. Are you in need of Emergency Roadside Assistance today?
Roadside Assistance. Have you been involved in an accident?
On which card can we find the customer's benefit limit?
Recall Card
Dispatch Card
Customer Search Card
Customer Card
What is the safety protocol question that appears in Omni?
Do you feel ok?
Are you in a safe location?
Are you good?
Is everything fine?
How many services does roadside assistance offer?
10 services
11 services
6 services
9 services
which OMNI card allows us to see how much the customer is covered?
Customer card
Initial information
Location card
Credit card
Which of the following statements is NOT useful to add in the "Omni notes for the provider"
Car is in garage facing nose out to the street
Member is going on vacation next week.
Car died while member was driving.
Car has 2 flats and only one spare.
Which one of the following is the statement OMNI pops up when you click on the lighthouse icon?
Changes to the rescue will be saved and sent to the provider. The provider list will be updated to account for those changes.
I can update you on the status of your service and get your feedback through text messaging. May I enable that for you?
I can send you a text message with a link that allows me to see your location. Text rates from your carrier may apply and you can unsubscribe at any time. Do I have your permission to do so?
Provider has a contracted rate for Dollies. Click "Dispatch" to change the equipment to wheel lift with dollies.
What does the dollar sign on the Disablement Drop-Off location is used for?
Calculate the customer’s overcost
Override a pay per use
Find the nearest repair shop
Request additional funds (Merlin)
When gathering dispatch information for a tow, what is required for the RA to collect?
When was the last time your vehicle was serviced?
When was the last time your vehicle was serviced?
Where were you headed?
Is the vehicle able to be shifted into neutral?
"my vehicle is not starting" The customer might need a ...
Lockout
Jump Start
Fuel delivery
Tow
Select one of the options that appear on the Provider Response List
update ETA
Storage the Vehicle
Provider refused
Resend notification
Which of the following are escalation teams:
Rescue and Customer First
Customer first and Damage team
Damage team and Customer service
Roadside assistance and Customer first.
Is the request made by the Customer to make an appointment service...:
Authorization service
Vip process
Recall action
Schedule service
Which Omni card has the option to put an appointment for scheduled service?
Customer card
Search card
Location card
Dispatch Card
What do you have to do when the VAIL system calls you with an Appointment number?
Take note of the appointment number, call the customer back and dispatch.
Hung up that call and continue taking calls
Take note of the appointment number, call the customer back and dispatch even if they do not answer the phone
Take note of the appointment number, call the customer until they answer the phone to dispatch
Which of the following is NOT a type of Dispatch?
Automatic Dispatch
Standard Dispatch
VIP Dispatch
Manual Dispatch
Which OMNI card can we realize if the customer may exceed the benefit limit?
Up to $200
Location card
Search card
Customer notification
What is the maximum amount of time allowed to place the customer on hold?
5 Minutes
RA cannot place the members on hold
2 Minutes
The time that the RA needs
How many hours has the customer have to reactivate a service?
24 Hours
70 Days
7 days
The customer cannot reactivate the service
What does the GOA acronym mean?
Gone on arrival
Go to Location
Go of Arrival
Goes one arrival
Which one of the following is NOT a recall option?
Cancel service
Update a probing question
Resend notification
Update vehicle details
Who is in charge of doing an override?
The TL are the only ones authorized to do it
RAs and TL can do it
Agents
Account manager
What type of information can we update in a recall?
Name of the provider
RA details
The caller details
Country details
True or False. Any of our contracted service providers can service members stranded on Restricted Roadways?
True, all of our providers can work on restricted roadways.
False. Only the providers with permission can work on restricted roadways.
If the customer does not answer when calling them to confirm a scheduled service, do we still send dispatch?
No, we need to insist until they answer the phone
Yes, we can proceed and send the dispatch
