Process Pro Showdown

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About this activity

Are you ready to test your acknowledge

Created by

Tammy

United States

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Top 10 results

#	Player	Accuracy	time
1	Stephanie August 3, 2025	% 100	00:38
2	Sandra Ona August 1, 2025	% 100	00:46
3	Tammy July 31, 2025	% 86	01:17
4	Joys L. July 31, 2025	% 86	01:31
5	H23344750 August 5, 2025	% 86	01:56
6	Rami August 5, 2025	% 71	01:01
7	Beth Bresnahan July 31, 2025	% 71	01:42
8	Debra Moore August 1, 2025	% 71	02:21
9	Flor August 5, 2025	% 57	00:55
10	Renee Todd August 5, 2025	% 57	01:13

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Process Pro ShowdownOnline version Are you ready to test your acknowledge by Tammy 1 When assisting a customer who is experiencing an ACN, SOS, RSA, etc., a Provide emergency services the Lat/Long for the location. b Provide the location on MAP c If possible ask the driver where they are located d Both B and C 2 When to Escalate an App Only Subscription or COO Case a Both B and C b Subscription Case Escalations: If an App Only customer gets stuck as secondary user. All waived/fleeted VINs that require POO. App & Agent VINs with previous subscriber still linked. c Subscription Case Escalations: If an App Only customer receives session expired error. If an App Only customer receives any other unknown self-serve error aside from secondary user. d We Should Transfer to BEC 3 Placing Calls on HOLD a Never place the vehicle/Emergency call on hold. b I can place SOS callers on hold to reach out to RES c I can place on Hold only when I need to talk to PSAP d I can place on hold using the 3 minute rule 4 Account Verification a Always Verify the Caller Before Sharing Account Information b Ok to share information from the VIN page or Account with anyone who has not been properly verified c I can share information to to be a spouse, relative, or close friend of the account holder if they properly verify the account. d All of the above 5 Effective Utilization of the ECRC (Follow-Up) Button a Both C and D b Use the ECRC if there is a busy tone, ringing with no answer, or displaying a Twilio error message. c If the conference call fails a second time, the call will automatically connect to an Emergency Contact Relay Center (ECRC). d the primary PSAP (911) button fails: resulting in a busy tone, ringing with no answer, or displaying a Twilio error message, try using the follow-up button 6 EMS Arrival Confirmed Button a once you confirm the arrival of the First Responders, remember to select the EMS Arrival Confirmed button b No need to select EMS Arrival c Selecting the button does not confirm support actions — only notes can be used to confirm actions of support d None of the above 7 As a best practice a B, C and D b Refer to KBs c Partner with RES d Attend Weekly Pro LinkUp

Process Pro ShowdownOnline version

Are you ready to test your acknowledge

by Tammy

When assisting a customer who is experiencing an ACN, SOS, RSA, etc.,

Provide emergency services the Lat/Long for the location.

Provide the location on MAP

If possible ask the driver where they are located

Both B and C

When to Escalate an App Only Subscription or COO Case

Both B and C

Subscription Case Escalations: If an App Only customer gets stuck as secondary user. All waived/fleeted VINs that require POO. App & Agent VINs with previous subscriber still linked.

Subscription Case Escalations: If an App Only customer receives session expired error. If an App Only customer receives any other unknown self-serve error aside from secondary user.

We Should Transfer to BEC

Placing Calls on HOLD

Never place the vehicle/Emergency call on hold.

I can place SOS callers on hold to reach out to RES

I can place on Hold only when I need to talk to PSAP

I can place on hold using the 3 minute rule

Account Verification

Always Verify the Caller Before Sharing Account Information

Ok to share information from the VIN page or Account with anyone who has not been properly verified

I can share information to to be a spouse, relative, or close friend of the account holder if they properly verify the account.

All of the above

Effective Utilization of the ECRC (Follow-Up) Button

Both C and D

Use the ECRC if there is a busy tone, ringing with no answer, or displaying a Twilio error message.

If the conference call fails a second time, the call will automatically connect to an Emergency Contact Relay Center (ECRC).

the primary PSAP (911) button fails: resulting in a busy tone, ringing with no answer, or displaying a Twilio error message, try using the follow-up button

EMS Arrival Confirmed Button

once you confirm the arrival of the First Responders, remember to select the EMS Arrival Confirmed button

No need to select EMS Arrival

Selecting the button does not confirm support actions — only notes can be used to confirm actions of support

None of the above

As a best practice

B, C and D

Refer to KBs

Partner with RES

Attend Weekly Pro LinkUp

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Process Pro Showdown

Quiz

About this activity

Created by

Download the paper version to play

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Process Pro ShowdownOnline version

by Tammy

When assisting a customer who is experiencing an ACN, SOS, RSA, etc.,

When to Escalate an App Only Subscription or COO Case

Placing Calls on HOLD

Account Verification

Effective Utilization of the ECRC (Follow-Up) Button

EMS Arrival Confirmed Button

As a best practice

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	Anonymous	%
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