OSTA74 Week 1 Assessment

PIN Policy: Which OnStar service requires PIN verification?

• Door Lock/Unlock.

• Changing Phone number on file.

Answer explanation

Owner or Owner proxy can change the phone number on file without PIN verification.

Select all that counts as a RED Flag to an OSTA Advisor.

• The advisor did not call the member back after losing connection.

• The advisor changed the email of the Main Owner using GAA.

• The advisor accepted the TCPS for a Gen10 vehicle.

• The advisor posted the credit card information on WordPad.

Answer explanation

Emergency call Type: What color will the GAA banner show when it's a transferred call from EMER Team?

• RED Banner

• BLUE Banner

• PINK Banner

Answer explanation

Transferred call from EMER Team will always show a RED Banner, whether it's a landline call or connected call.

Activation call type: Select two scenarios that require immediate case escalation.

• Stuck on Divisional Holding account type.

• Current Order Pending needs to be voided.

• Activation error 456

Answer explanation

- "Current Order Pending needs to be voided" requires immediate escalation to Offline Team.

- Divisional holding account issue requires immediate Special Project escalation.

MDN activation: Select two valid MDN's

• 3136508308

• 882350119164565

• 3136578542

• 5556502130

Answer explanation

Search using the area code with DOC ID MA3140 "Area Codes by State/Province"

When did OnStar decommissioned the HFC system?

• December of 2021

• February of 2022

• May of 2022

Answer explanation

HFC will discontinue on February of 2022

2G Sunset: Select all Vehicle, affected by the 2G Sunset?

• 2006

• 2014

• 2015 Gen 9

• 2019

Answer explanation

SS12041 2G Sunset.

2014MY and earlier and 2015MY with Gen 9 Hardware will be affected.

Jasper Tool: What GAA item is recommended to use in searching information in Jasper?

• ICCID

• MDN

Answer explanation

ICCID is a module specific code. It won't change unless they replace the OnStar module.

What is the next step when the activation signal comes back with Error 101?

• Create a case for escalation.

• Tell the member to contact their GM Dealership.

Answer explanation

The Offline Team will check if an Activation issue is something they can fix or requires Dealer Referral.

Do you need to send the OVD triggers after you change OVD to OPT-IN status?

• YES. You need to send OVD triggers to generate a report within 24hrs after the next Ignition Cycle.

• NO. Changing to Opt-In status will trigger the system to generate a report within 24hrs after the next Ignition Cycle.

Answer explanation

Changing to Opt-In status will trigger the system to generate an OVD without the need to send OVD triggers.