L2 Day 3 v2

When is okay to not keep your commitment to call the customer back?

• When there is no news to share

• When the DLR won't call you back

• When you're still waiting to hear from Parts Pod

• Never

Which AH article gives us timelines for case progression?

• 1267

• 1341

• 2055

• 1377

Who do you reach out to when the AM isn't getting back to you?

• The TA

• The CRM/CRWAM

• Our Site Lead

• Your TL

Which of the following is NOT required to be in the header of any case comment when you make a contact (like calling the customer)?

• Who you contacted

• The time of the contact

• What type of contact it was

• If it was inbound or outbound

When a customer is not responding, how many contact attempts do we HAVE to make before we are allowed to close the case?

• One per day for 7 business days

• One per day for five days

• Three attempts over five days

• Three attempts over three days

What qualifies for possible reimbursement under alternate transportation?

• Rental cars

• Turo

• Uber/Lyft

• Public transportation (buses, trains, etc.)

• All of the above

Which system below is NOT typically part of our initial research?

• GRS

• WebCOIN

• VIP

• QNA

When we assign a Task to the DLR, who does it specifically get assigned to?

• The AM

• The SM

• The PM

• The GM