AM Dedicated Final Exam (Open Book)

A vibrant illustration depicting various time zones and vehicle service scenarios, with elements representing case management and customer support in a digital environment.

AM Dedicated Final Exam Quiz

Welcome to the AM Dedicated Final Exam Quiz! This open book quiz is designed to assess your knowledge and understanding of essential concepts related to time zones, service provider protocols, and case management in the Agero system.

Test your expertise through:

50 Multiple Choice Questions
Immediate Feedback on Answers
A 1-hour time limit to enhance your focus

50 Questions12 MinutesCreated by EngagingExpert101

Time Zone: What's the acronym of EST?

Eastern Standard Time

Eastwing Standard Time

Eastern Standard Team

East Strand Time

Time Zone: The Acronym of MTZ

Mountain Time Zone

Move Time Zone

Mount Travel Zone

Mountain Time Zoon

Time Zone: What's the acronym of CST?

Central Standard Time

Center Stranded Time

Central Stranded Time

Center Standard Time

Partially covered customer has to pay the SP directly we do not collect credit card information from them

True

False

For partially covered or non-covered customers the cases must be closed in what status

Closed

Closed Partial

Closed Non Covered

Closed Per Event

To do a DVR we need the integration ID

True

False

DVR are created in MS Dynamics

True

False

When the SY or the SP accept our VCC you do not need to ask them if they have a convenience fee

True

False

We advised the SP that they will be paid their primary rate no matter the ETA

True

False

Complete the data pop activity by:

Choosing yes in the success field

Choosing yes in the success field and marking the activity as complete.

Marking the activity as complete and saving and closing the case.

Dispatching and closing the case.

You are responsible for ensuring that the information captured in one road is accurate

True

False

Confirming if the keys are available is necessary

True

False

In order for customers to receive Closed Loop Notification all boxes need to be checked.

True

False

If you are unable to reach the customer to obtain the pick up location

Call client to obtain the missing information

Ignore the case and proceed to doing other cases

Create manual activity

Immediately dispatch the case

When doing VRM cases and we're moving the vehicle from storage, How many clicks do we need to create a customer profile

None

What extension do we use for VRM cases

02115

01255

02151

02155

Cases that has not reached the final tow destination changes to what type of cases

AM Cases

VRM Cases

SLM Cases

ASM Cases

When towing vehicles to a customer's home it needs to be within 20 miles.

True

False

When do we need to get an override for tow destinations

When its less than 1 mile

When the repair shop is too far away

When the repair shop is within miles.

When its more than 20 miles

What are the two acronym for PO?

Pay Out

Purchase Order

Provider Out

Press Out

Service providers itemize additional charges on Agerosupport.com

True

False

AGERO would reimburse if the state regulates the service is eligible for

Ferry charges

Accident clean ups

Taxes

Tolls

AGERO pays labor charges for putting up dollies or skates on or for hooking up a winch cable

True

False

Hook up and winching is basically the same thing

True

False

Reasons why a case may be delayed

Body shop refuse the vehicle

Extreme weather events occur

Unable to reach a customer or client

SLM Cases

Call the customer at least ___ times each day the cases is delayed

We need permission to call the customer

What is the back up system for MS Dynamics

AM Dashboard

Dynamics Hard Copy Quick Base app

Dynamics 2.0

Dispatch Lite

You can reactivate a cancelled case if its more than 4hours.

True

False

If the client says the Tires are flat, you must confirm which Tire is flat.

True

False

If the Service Provider accepts an Agero Credit Card for Advance Charges, what will you select?

Advance Charges to Storage Yard

Tow Charges to Service Provider

Advance Charges to Service Provider

Tow Charges to Storage Yard

Documenting your case/activities for all callbacks is not mandatory.

True

False

If the SP says they did not receive the Credit Card, you must email VIMS to request the Credit

True

False

Associates must confirm/determine safety of the customer and the vehicle on all ASM calls

True

False

When dispatching a call in OneRoad we must place ourselves in ACW.

True

False

What is the acceptable ETA for VRM calls?

5 Hours

4 Hours or less

4 Hours or more

If the Storage Yard accepts an Agero Credit Card for Advance Charges, what will you select?

Tow Charges to Service Provider

Advance Charges to Service Provider

Advance Charges to Storage Yard

Tow Charges to Storage Yard

Repeating the claim number is not mandatory when given.

True

False

When searching for a case using the case#, what format should you use?

CAS-

ASM-

WRM-

SLM-

When you receive an inbound call you must create a phone call activity.

True

False

In order to get the Tow Out PO for a Tow Store Tow, you must change the status to "Get Tow Out PO"

True

False

Advance Charges to Storage Yard

When the SP accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Tow Charges.

When the SP accepts the Agero Credit Card as payment for Tow Charges.

Advance Charges to Service Provider

When the SP accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Tow Charges.

When the SP accepts the Agero Credit Card as payment for Tow Charges.

Tow Charges to Service Provider

When the SP accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Tow Charges.

When the SP accepts the Agero Credit Card as payment for Tow Charges.

Tow Charges to Storage Yard

When the SP accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Advanced Charges.

When the SY accepts the Agero Credit Card as payment for Tow Charges

When the SP accepts the Agero Credit Card as payment for Tow Charges.

Approvals are needed for Credit Card Cancellations

True

False

A PO is how we pay SP but a reference # is when we are paying with VCC

True

False

Approval is needed for Add pays

True

False

The cover letter provides credit card information to the storage yard

True

False

When dealing with a secondary SP who needs a new PO and the status reason should be

GOA

Dispatch GOA

Redispatch

Redispatch GOA

AM Dedicated Final Exam (Open Book)

AM Dedicated Final Exam Quiz

More Quizzes