PAAK
Contact Handling
Troubleshooting
Connected Services
Random
100

Phone As A Key relies on Bluetooth technology and has an operational range of up to ____ feet

130

100

This is what you say when you hear someone in the background of the call who is not your member

Third Party disclaimer 

100

Walkthrough changing the connectivity settings on a Ford Digital Experience system. 

im not typing all that 

100

This team assists with the cancellation, renewal, trials, and features of the Connected Navigation subscription

Connected Services (Concentrix)

100

What is the classification for a call where the member was trying to invite his wife for access to his vehicle and needed your assistance? 

Remote Command > User Authorization > Removing/Granting Access

200
If the member is using PAAK and does not have their key fob, you should never EVER do this thing:

delete the Ford app

200

When connecting a customer with Ford Parts & Accessories, you complete a ______ (warm/cold) transfer.

cold

200

What does a Master reset do?

  • May make all connected services (Connected Navigation, BlueCruise, BlueOval Charge Network, etc.) unavailable for up to 10 days. There is no workaround for this.
  • Should not be done unless:
    • You are directed to do so by an engineer or per an escalation.
    • The customer is having an issue authorizing their vehicle's modem due to previous ownership.
  • Should only be suggested if all other troubleshooting has been tried first.
  • Will remove all established:
    • System profiles.
    • Call history.
    • Text messages.
    • Previously paired phones.
    • Phone As A Key.
    • Navigation favorites.
    • SiriusXM radio presets.
    • Modem-authorized users.
  • May erase Keyless Entry key codes. See Retrieving the Keyless Entry Code.
200

This package includes Wi-Fi, audio and video streaming, Amazon Alexa, embedded apps, and Connected Navigation. 

The Connectivity package

200

LMD means 

Last modified date, last time the modem responded 

300

Using the ____ tab in ______, you can determine if a vehicle is equipped with PAAK. 

profile; CVBOP

300

This is the TACT process. 

Tell-Ask-Check-Thank

300

Customers may experience service history records failing to display. For service history records to be displayed, all the following must be met:

  • The service must be performed at a Ford Dealership.  

  • The Ford Dealer must participate in record sharing, and the Repair Order (RO) the dealer submitted must be closed. 

300

This team handles the functionality and subscriptions for the BOCN (Blue Oval Charge Network) 

BEV

300

Which vehicles are equipped with PAAK? 

Phone As A Key (PAAK) is available on the following vehicles: 

  • Mustang Mach-E (model years 2021 and newer)
  • Ford F-150 Lightning (model years 2022 and newer)
    • Optional package for Lariat low 510A with CoPilot 360 Active trim level
    • Standard for Lariat high 511A and Platinum 710A trim levels
    • Any Bluetooth Low Energy Module (BLEM) software ending with CN or higher (CP, CQ, CR, CS, etc.) will enable the PAAK package
  • Ford Expedition (model years 2025 and newer).
    • PAAK is available only on certain trim levels and not on all models. Use the process below to verify its availability through OASIS.
400
The Backup Start Passcode must meet these system requirements. 

At least six characters of letters, numbers, and special characters or 10 characters if all numbers (e.g., #Ford1 or 2569013473).

400

The approved pieces of information that can be verified via the voice authentication process

  • First and Last Name
  • Username
  • Full Address
  • Vehicle Identification Number (VIN)
  • Phone Number
  • Customer ID associated with the Ford Rewards account
  • Member ID associated with the Ford app account
400

This is how you do a SYNC module reset on a SYNC 4A system

Hold the Vol- button + the seek-right button on the steering wheel at the same time for up to 10 seconds.

400

The BlueCruise OTP option is priced at $_____ and guarantees access for a minimum of ___ years. 

$2495 ; 7 years

400

You identified a member is experiencing Known Issue #69. You advise the member: 

Per engineering, support for Android 9 is being decommissioned. Please advise the member that their OS will need to be updated in order to continue using the application.

500

These are the steps to set up PAAK

  1. Log in to the Ford app.
  2. Ensure you have the correct vehicle selected (if you have more than one vehicle added to the Ford app), then tap Make this phone a key at the top of the app screen.
  3. Select Pair Device.

    Note: A prompt for Bluetooth access may appear, depending on your phone's manufacturer.
    • If it does, tap Allow to continue Phone As A Key setup.
    • If you select Deny, the setup process will end, and you will not be able to use Phone As A Key.
       
  4. Tap Pair device to continue. The key download will begin.

    Note: If you tap Don't Allow, the setup process will end.
     
  5. Follow the remaining prompts to complete your Phone As A Key setup.
500

This is an example of some verbiage you can use when handling an abusive customer

any via the Handling an Abusive Customer AFF article

500

The common root causes for remote command issues

☐ App Version: Confirm the Ford app is updated to the latest version

☐ Device Software: Ensure the customer’s phone/mobile device is up to date

☐ Cellular Signal Strength: Verify adequate signal strength on the customer’s device

☐ LMD Check: Confirm LMD status is healthy/active

☐ CVBOP Prechecks: Ensure all CVBOP prechecks have been completed

☐ SYNC/OTA Updates: Check for any pending or failed SYNC or OTA updates

☐ SSM/TSB/GSB: Review for any applicable Special Service Messages, Technical Service Bulletins, or General Service Bulletins

☐ Modem Communication: Verify the vehicle’s modem is actively communicating

☐ Known Issues: Check for any known system issues impacting functionality

500
Member stated: My BlueCruise is not working. 


The FAS investigated the vehicle in their systems before transferring member over to IVT. What two pieces of information were they able to find? 

1. BlueCruise Subscription is active via CVBOP or PTS

2. Modem is responding per NGSDN- confirmed with member remote features are working. 

500

A vehicle will go into Deep Sleep Mode because 

  • Vehicle inactivity for 14 consecutive days
  • The battery voltage drops below 9.5 volts
  • 12-volt battery State of Charge drops below 50%
  • Extremely cold/hot weather conditions
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