Subscriptions & Billing
The promo code if customer is calling for a discount for the first time and wants only connected care and remote packages?
What is CCRS25P
The proper ticket if customer's services will not activate after proper troubleshooting?
What is a CF ticket
The ways to reset a customer's password after being fully verified?
What is sending a password email, text, generating temp password in admin tool, walking through forgot password on MYH website
The version of the customers phone needed to download the MYH with Bluelink app for Apple and Android?
What is iOS 13.6 or Android Version 11.0
The process of a customer calling in for a Service appointment or RSA?
What is schedule the appointment or get RSA under the customers name and create a case under that customer's name
The correct ticket for a Backdated Refund?
What is a Billing Ticket
The process of a lock/unlock request from a customer?
What is verify customer is enrolled into remote package, verify pin, in BLUI go to remote services and send either lock/unlock request to vehicle
The process of an account needing a account merge?
What is verify in BLUI first that email can not be updated in account management, verify there is no other Gen 2 vehicles on either account, create general activity and complete template with the current email and preferred email, close activity and call HD for merge.
The correct ticket if customer can not use the MYH with Bluelink after the appreciate troubleshooting?
What is a CF ticket
The website and phone number to see if a customer is eligible for Homelink?
What is www.homelink.com/hyundai and 1-800-355-3515
The Billing tab where we can see if customer is on a trial or paid subscription?
What is active subscriptions tab
The meaning of a 534 error?
What is the count of remote service commands has exceeded the limit of 10 Remote Starts per day - or 3 (max) per hour.
The process of adding or removing a vehicle from a MYH account?
What is go to the My Vehicles tab in the My Account section, scroll down and click Add a Vehicle, customer will enter VIN and complete vehicle registration.
To remove vehicle, all packages are fully cancelled and not awaiting a refund, go to the My Vehicles tab in the My Account section, select Remove Vehicle under the vehicle image.
The Digital key app can be used in the MYH Bluelink app?
What is only the Digital Key 2.0
The process to troubleshoot Driving score?
What is make sure the customer knows where to find their Hyundai Drive Score, check if the vehicle supports Hyundai Drive Score, if the customer has a active Bluelink account, if the customer is opted-in for date sharing in BLUI, and if all apply, the customer has driven 20 miles per week for the last two weeks. If all apply and there is still no score, issue a CF ticket
The process of adding a promo to a customer's existing MYH account?
What is add/save promo process, if customer is not on a free trial
The process if customer wants directions sent to their vehicle?
Verify customer is enrolled in guidance, ask the customer if they would like the POI result based on their account address or near the vehicle's current location, request the preferred location, verify if location is correct, inform the customer that the POI Request will be sent to the vehicle once the call has been disconnected. Once call is disconnected, click the Send to Car button to send the destination to the vehicle. Verify if the vehicle received the destination by going to the Service Usage History tab.
The process to Update Text, Phone, and Email Preferences on MyHyundai?
What is login into MYH account, click on menu option and select option My Account, click My Preferences tab, under the "Communication Preferences" section, the customer can click on "Edit" to update varying levels of communication preferences, and make sure to save the edited info
The alerts that customers can manage in the app are?
What are the curfew alert, speed alert, geo-fence, valet alerts
The process to see if a customer is equipped for Digital key?
What is grab the short model from Siebel and use ctrl f to search the short model in the pricing sheet to see if it's equipped in the model matrix.
The correct process of updating payment information?
Walk the customer through MYH website, if customer get's error or is unable to do so, call HD
The correct process of a enrolled-failure device status?
What is verify customer is enrolled, vehicle is in a open area, turn the vehicle on and make sure their vehicle is in PARK, have the customer disconnect the phone from the vehicle’s Bluetooth, then have customer do head unit reset and service activation
The process if someone, who is not the primary of the account, but knows the primary account holder wants ownership of the account due to the passing of the MYH account owner?
What is advise the customer to send the Photo ID of the person requesting the cancellation and the copy of Primary Subscriber's death certificate to update a existing case. Advise the process can take 3-5 business days and fill out template in general activity
The process for customer's to car finder if enrolled in remote package?
What is going into Maps option on the homepage, select vehicle locator on the drop-down and the locate vehicle now option should show
The Electrify America Charging promo is for all electric vehicle model/years? Where can customers contact for assistance in the promo?
What is only 2021-2023 Kona EV's and 2022-2023 IONIQ 5 vehicles, only retail-purchased, customer delivered vehicles are eligible. Begins upon vehicle purchase. Fleet, commercial fleet, and dealer-operated vehicles are not eligible.