Cx - Advocate Systems and Toolbox Flashcards
What is Citrix used for?
Citrix is a remote desktop application that provides you with access to all of the applications housed on our internal Carvana network.
Always open a new Google Chrome window within your Citrix remote desktop to access all of your systems.
What is Okta used for?
Okta is our single sign-on platform that allows you to access everything from one central location. No need to worry about remembering 15 different logins – Okta stores all this information for you!
You will need to set up your new computer to sync with the Okta platform, which makes it quick and easy to access the systems you need.
What is Alvaria used for?
Alavaria, formerly known as Aspect, is the scheduling system used at Carvana!
What is Workday used for?
Workday is our Human Resources (HR) platform that you will use to clock in and out (applies to hourly employees only), enroll in your benefits, request PTO or sick time, and take all of your training modules.
What is Slack used for?
Slack is the messaging platform you will use for internal communication. It is extremely important that you monitor your Slack so we can continue communicating virtually to ensure a successful training experience!
What does HALO stand for? And what is it?
Helpful Articles and Online Learning is our go-to resource for everything Carvana! Powered by Intercom software, HALO is our comprehensive knowledge base that houses everything and anything you need to know. When you’re chatting with a customer and need to look up information, HALO will be your source of truth.
What is does OUT stand for? And what is it?
Operations, Updates, and Training. At Carvana, we are all about zagging forward and shaking up the norm. Things change frequently and quickly around here, and communication is key in any organization. Carvana uses OUT communications to provide clarity around important changes and updates that directly impact your role.
What is RingCentral used for?
RingCentral is Carvana’s phone provider. Here are a few items to note about your phone setup. We do not use direct numbers.
You should never give out your RingCentral number to a customer and should only provide Carvana’s main number: 800-333-4554.
How is MAX Agent accessed? And what is it used for?
MAX Agent is a virtual phone located within InContact. MAX Agent allows you to receive inbound calls from customers, as well as make outbound calls. You will also disposition your work functions in MAX Agent throughout the day.
What does Dispositioning refer to?
Dispositioning refers to reporting your work activities and status throughout the day, such as taking breaks and lunch.
Remember: Dispositioning in MAX Agent is different than clocking in and out of a shift in Workday!
What is Carvana.com?
This is our customer-facing website where all customers complete vehicle searches, trade appraisals, financing applications, and the rest of the purchase process. Customers can also view their Post-Sale Dashboard (PSD) and get updates about their registration here.
What is Carma used for?
Carma contains modular components that provide you with details of the customer’s account and information. It has real-time data that regularly refreshes for accuracy. As a Customer Experience Advocate, you will use Carma to facilitate all your customer interactions!
What is Salesforce used for?
Salesforce is the software Carvana uses for CRM (Customer Relationship Management). As a Customer Experience Advocate, you will use Salesforce to perform a few key functions via the Salesforce “Classic” view. This is where you will send emails, leave complex notes, assign We Messed Up (WMU) cases, and more.
What is Admin for?
Admin is the backroom/back-end of Carvana.com. Admin connects to Salesforce directly and is your way of accessing the customer’s Carvana.com account to facilitate many aspects of our process for them.
Which platform would you access to submit a Support Ticket?
Depending on the type of support you need, you will use either Admin or Carma to submit a ticket.
ADMIN - SERVICE DESK:
The Service Desk team will be your go to when you need to troubleshoot your systems.
Troubleshooting could include, but is not limited to: Resetting your system passwords, accessing locked accounts, troubleshooting system software, etc.
CARMA - GENERAL SUPPORT:
This ticket also goes to the General Support team to help you with any issues you have using Carma.
You may also use this portal to submit tickets in regards to the customer’s account as it goes to the same General Support team.
