WorksheetsCCT ABAY Week 4 Assessment
Total questions: 15
Worksheet time: 9mins
NPC Call Type:
What plan would you recommend if the member wants the cheapest plan, where they can use the remote lock and remote start from the mobile app?
OnStar Connect
OnStar Connect+
OnStar One
OSTA RED Flags:
Select all of the OSTA RED Flags (Select all that applies)
Advisor read the PIN, back to the member.
Advisor did not call the member back, lost connection while troubleshooting.
The advisor repeats the email aloud to the member.
Advisor was rude towards the member.
New Product Catalog Inquiry:
Wi-fi is available with OnStar One and OnStar Connect Plus.
True
False
Demo message call type:
How to remove the "Demo Mode" from Google Built-In Special Feature.
SS13399 Google Built-In (GBI) Radio stuck in Demo Mode
Dealer referral
Case escalation
2G Sunset:
Select all Vehicle Year that are affected by the 2G Sunset?
2014
2015 Gen 9
2011
2006
Activation failure:
What is the next step when the activation call is from a cellphone?
Tell the member to keypress using the blue button.
Tell the member to contact their GM Dealership.
OVD Call type:
Only the Main owner can opt-in to OVD.
True
False
Red Led Call type:
RED Led on the OnStar module is something CCT advisors can Fix.
TRUE, CCT advisors can send the GET Vehicle Data signal to remove the RED LED.
FALSE, RED LED requires Dealership intervention.
Case follow up call type:
Dealer representative is calling about button connectivity. Case note from Offline Advisor says it's a dealer referral if the issue still persists. What would you tell the dealer representative?
Refer the dealer to GM Technical Assistance Center.
Re-escalate the case.
Case follow up call type:
An Advisor is transferring a member about a case follow up for an Electric Vehicle mobile app.
What should you do as a CCT advisor?
Accept the transfer and educate the member on the status of the case.
Tell the transferring advisor that electric vehicle cases should go to EV concierge.
Button Connectivity call type:
We can troubleshoot the Button Connectivity even if the button is not responding when they push the blue button.
TRUE
FALSE
New Product Catalog Inquiry:
OnStar One has the same services as the Premium plan.
True
False
TBT call type:
Offer an alternative way to get directions before you start your troubleshooting.
TRUE
FALSE
General Inquiry:
Can you turn OFF the GPS on an INFO 3 hardware GEN 10?
Yes. It's under the settings>privacy>Location service.
No. INFO 3 GPS doesn't have an ON or OFF switch.
TBT call type:
TBT retest failed after the power cycle steps. What would you do next?
case escalation
dealer referral
transfer to GM CAC
