AM Dedicated Final Exam (Open Book)
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
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
1
2
3
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
1
3
2
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
To request VCC send email to
Vimscreditcardrequests@agero.com
Vismcerditracdrequest@agero.com
Creditcardvimsrequest@agero.com
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
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