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WorksheetsQMC - CRC Inbound - October
Total questions: 15
Worksheet time: 11mins
Where would you populate the caller's information when you created Generic Case?
A. Customer Tab
B. Delegate Tab
C. No need to populate callers' info.
Before you transfer the call to another department, you should:
A. Provide the name of the department
B. Provide the number of the department
C. Provide the name and phone number if applicable
D. None of the above
SYNC 3 Navigation Update:
Possible solution for error "Installation Failed: Error Code: MEM_ERR03."
A. After key cycle, have customer check map version in vehicle (Settings > General > About SYNC > Navigation Map Version).
B. Perform a Master Reset and try update again.
C. Use different USB or download files again.
D. Update SYNC software to 3.0 and try again.
Customers can do a Navigation update for SYNC Gen 1 by:
A. Purchasing a USB flash drive
B. Purchasing a new CD/DVD
C. Purchasing a new SD card
True or False
The only time that we will use "Pairing" as level 2 for case class is when it would be the first time that phone will be connected to the vehicle.
TRUE
FALSE
The customer said he has approximately "sixty-two hundred miles" on the vehicle, how would you add it on the mileage tab?
A. 620
B. 6,200
C. 62.000
For IVT Troubleshooting, what critical information should be added on "Customer says" section?
A. The troubleshooting steps that you provided
B. Phone was connected before
C. The outcome of the troubleshooting
You encountered error adding the VIN to the case, what should you do?
A. Just add the VIN to your notes.
B. Populate vehicle full path.
C. Document that you encountered issue adding the VIN.
D. Both A and C
We should always ask for the current mileage if the call is about:
A. Vehicle concern
B. Checking warranty/ESP/ESC/CSP
C. Pairing
D. Both A and B
True or False
SYNC 4 does not use a USB drive for software updates.
TRUE
FALSE
True or False
SYNC, NGN, and MyTouch: the USB drive must be formatted to exFAT.
TRUE
FALSE
True or False
Wi-Fi updates are only available for vehicles with a SYNC touchscreen. SYNC 3 vehicles without touchscreen can update via USB.
TRUE
FALSE
Information that we need to verify if we need to escalate the case to US Passenger / US Ford Truck:
A. Name, phone number, and email address
B. Name, phone number, email address, and address
C. Name, phone number, and address
Customer said her phone was connected before and suddenly it would not pair now. She has a SYNC 3 type of sync. Which will be the best case classification to use?
A. SYNC 3 >Phone Inquiry > Connection Issues
B. SYNC 3 > Functionality > SYNC Inoperative > Other
C. SYNC 3 > Phone Inquiry > Pairing
The customer wanted to download the SYNC 3 software update and he was asking what type of USB drive he would use. Which will be the most applicable case classification to use?
A. SYNC 3 > Software Updates > Confirming Update
B. SYNC 3 > Software Updates > Downloading Update
C. SYNC 3 > Software Updates > Downloading Update > General Inquiry on download process
