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What is the number one thing you must NOT ask a customer to do when asking for a VIN?
Look at their insurance card for the VIN
Get out of the vehicle to locate the VIN
Look at their driver's side interior dash for the VIN
Look at their virtual insurance card for the VIN
The difference between an ASM and VRM is an ASM has release paperwork or charges associated with the case.
True
False
What word is used to identify vehicle manufacturers
Make
Car
Model
Truck
What word is used to identify the difference versions of vehicles that manufacturers make?
Make
Model
Truck
Car
VRMs always have release paperwork.
False
True
How many in Network providers should be called before you contact an OON provider for an ASM case?
9
10
7
3
Hom many Network providers should be called before you contact on OON provider for a VRM
15
10
3
7
What ETA do you need to attempt for an ASM?
30 min
45 min
60 min
120 min
What ETA do you need to obtain for a VRM?
3 hours
6 hours
2 hours
4 hours of less
You have been attempting to dispatch a vehicle from the accident scene for 15 minutes and have not been successful. What must you do at this point?
Leave the vehicle at the accident scene
Leave the case for the Dedicated associate to dispatch
Start to call OON providers
Call the customer and let them know we are still working the
You receive a data pop to dispatch an ASM and notice the case is locked by another agent. What should you do?
ignore the data pop and go back to Available state in Avaya
leave the other agent locked in case but continue to work it
Contact the agent locked in the case to see if actively work
Unlock the agent and lock yourself in the case
After completing a dispatch for an ASM case what should you do with the case before moving on to the next call?
All of the above
Ensure any relevant information is documented in case
Make sure to unlock yourself from the case
Ensure you have assigned the case to the appropriate queue.
