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Spike Final Review

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  • When a client calls back to cancel a case, the first thing you should do is determine whether the case has been dispatched or not.
    False
    True
  • Whan a provider calls in to update an ASM case to an SLM, where would you check to confirm if the client needs to be contacted to advise them of the charges?
    Call your support team and ask if you need to reach out to t
    Ask your teammates in MS Teams
    The Home Page of the Knowledge Center , or the Client Matrix
    None of the above
  • A new case is received missing the address of the repair shop. You try to contact the client, cannot reach them and are unable to find the location online. In order to move the case forward, what feature can you use to prompt the client to
    None of the above
    Delayed Case
    Client Action Needed
    Delayed Response
  • You need to send a service provider to pick up a vehicle located on a military base. What type of information must you provide the service provider?
    Gate Information
    All of the above
    Whether they need to call someone when they get to the base
    Type of identification or paperwork to access base
  • The vehicle needs to be towed , is on the highway in TN. The client has not provided an exact address. In order to locate the vehicle, what information do you need from the client?
    Who is going to move the vehicle?
    Name of the Highway and nearest exit
    Nothing, the service provider will find it
    Where is the vehicle being towed to/
  • In an ASM Case, if the tow destination is closed or unknown, what should you do?
    Store it at the service provider's lot.
    Attempt to tow the vehicle to the customer's home.
    All of the above
    Tow it to the body shop or repair facility once it is open.
  • What type of things must you consider when attempting to secure servicing for a vehicle?
    Where is the vehicle located?
    What is the weather like where the vehicle is located?
    All of the above
    What time of day is it where the vehicle is located?
  • The service provider calls back to let Agero know when he got to the accident scene, he needed to add 45 min of labor an d 45 min of additional winching to complete the tow due to the condition of the vehicle. What must you do to the ASM?
    Tell the service provider he will only get what was on PO
    Both A and B
    Reclassify the case as an SLM
    Ask probing questions to ensure you have the information
  • The vehicle you are trying to tow is in Portland, Oregon. It is 9 pm on Monday night and the repair shops are closed. what must you do?
    Have the vehicle towed to storage
    Tell the client we cannot help0 them move the vehicle
    Leave the vehicle at the accident scene
    Tow the vehicle to a repair shop anyway and leave it
  • There has been a large snowstorm up and down the East Coast which has caused delays. The vehicle you are trying to tow to storage is in Virginia which has an Agero weather code of Yellow. What does yellow mean?
    Service providers are providing ETA's of 3 hours or more
    There are no service providers available to tow the vehicle
    Nothing, there are no weather codes
    Service Providers are providing ETA's of up to 3 hours
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