OSTA ABAY Week 2 Assessment

Failed activation call type:
Mr. Bravo is calling via Blue Button and wants to activate OnStar on his newly purchased vehicle. His name is not listed on the account.

• Perform Manual Enrollment for the 2nd Owner.

• Perform Reactivation using GAA.

• Edit the name on the existing account, to show the new Owners' name.

Answer explanation

Pressing the Blue Button inside the vehicle, is proof of ownership. We will follow the request of whoever is pressing the blue button.

ODD route with embedded navigation doesn't require an OnStar account.

• True. Embedded Nav is accessible onscreen without an OnStar account.

• False. Embedded Nav icon is greyed out if OnStar is not active.

Answer explanation

ODD Route have 4 MAP sources.

• - Embedded Nav is built-in to the vehicle. Accessible without an active account.

• - Connected Nav requires an active account and OnStar subscription.

• - MAPS+ is cloud-based and requires an active account and OnStar subscription.

• - Google Maps is cloud-based and requires an active account and OnStar subscription.

Failed activation call type:

After stating the greeting, the dealer states, “This is Mark Glassman from Glassman Chevrolet. I have Mrs. Oliveria with me and we want to get her trial started on her Brand-New Vehicle.” What type of enrollment will this be?

• New Vehicle Enrollment

• 2nd Owner Enrollment

• Same Owner Enrollment

Answer explanation

New Vehicle Enrollment is for Brand New Owners.

2nd Owner Enrollment is a Pre-owned and name on account is different.

2nd Owner Reactivation is a Pre-owned and name on account is the same.

Same Owner Enrollment caller has the same name but wants a New Account number

Failed activation call type:

After providing the greeting the member states, “I just bought this car at a used car auction, and I hear that I can get OnStar on it.”

What type of enrollment will this be?

• New Vehicle Enrollment

• 2nd Owner Enrollment

• Same Owner Enrollment

Answer explanation

New Vehicle Enrollment is for Brand New Owners.

2nd Owner Enrollment is a Pre-owned and name on account is different.

2nd Owner Reactivation is a Pre-owned and name on account is the same.

Same Owner Enrollment caller has the same name but wants a New Account number

MAPS+ doesn't need a map update because it's from a cloud-based source.

• True. MAPS+ will get their update automatically as long as the account have their subscription.

• False. Members need to purchase a separate update for their Map database.

Answer explanation

ODD Route have 4 MAP sources.

• - Embedded Nav is built-in to the vehicle. Accessible without an active account.

• - Connected Nav requires an active account and OnStar subscription.

• - MAPS+ is cloud-based and requires an active account and OnStar subscription.

• - Google Maps is cloud-based and requires an active account and OnStar subscription.

Failed activation call type:

What trial package does a vehicle get if the member is the 2nd Owner?

• 8yrs CAP + 36 Months of Remote Access Plan

• 8yrs CAP + 6 Months of Directions and Connections

• 8yrs CAP + 1 Month OnStar One Trial + 1 month Data Trial

Answer explanation

Initial 1mon trial and 2mons additional if they save a credit card on file.

General inquiry about Guardian app:

OnStar Guardian is available to those who are: (Two Applicable)

• Have the Protection Plan

• OnStar members who have plans containing Safety and Security

• Non-GM Owners /VINless

• App Access Plan

Answer explanation

S&S, Essentials and Premium Plan will cover the Guardian App.

VINLESS Account setup is done through the Guardian App, including contact details and payment method.

Hardware Replacement call type:

(TWO correct answers.) What are two reasons a call would land on the Case Error Screen?

• A) hardware replacement

• B) Failed to Voice due to multiple transfers.

• C) Member is calling from their cellphone

• D) OnStar Plan has expired

Answer explanation

Case Error on 1CRM will not show any vehicle information even if they are calling from the blue button.

Case error landing page can occur if the new OnStar Hardware is not yet configured or,

The member is transferred multiple times to different advisors.

ODD Route: OSTA should transfer the call to CCT if the member needs help canceling the ODD route.

• True. ODD route is exclusive to CCT.

• False. ODD route is now handled by both OSTA and CCT.

Answer explanation

ODD route cancellation should be handled by the OSTA advisor who receives the call and should not be transferred to CCT. Likewise, CCT who got the ODD route calls should not be transferred to OSTA.

ODD Route: OnStar Connect Plan will allow the member to use the ODD route using the NAV icon onscreen.

• True. OnStar Connect Plan includes access to all in-vehicle apps. Including the Map system.

• False. Only the OnStar One Plan will let the member access the Map system.

Answer explanation

Embedded Nav, Connected Nav, MAPS+ and Google Maps will be accessible if they purchase one of the following;

OnStar Connect

OnStar Connect+

OnStar One