CCT

Mobile App

100

The process in which we sync an Onstar account to a mobile app

What is Account Linking?

200

Member calls in because they are receiving "Service Unavailable" Error message. Name the first step.

What is Have them change their password?

300

Article for when the member is having a blank white screen.

What is 000213302

400

Member calls in with a valet mode error for their remote start. Name what they need told AND what you do with the case.

What is "GM is aware of the issue and it will be resolved soon" and close the case.

500

Article number for outage process

What is 000135012

WiFi

100

Location of checking new wifi plans.

What is vehicle tab under Onstar

200

Article to use when member states BB not working.

What is 000133387?

300

Member wants to change username and password for WiFi. Can this be done on the website?

Yes

400

Steps for ensuring a Nintendo Switch is able to connect to the In Vehicle Hotspot.

What is, verify password and SSID, verify that the Switch has the latest software and using the default network settings, then refer to Nintendo Support if not resolved.

500

Say the suggested scripting for when a member received "Weak Security" message when trying to connect.

What is: Our vehicles have always included both AES (WPA2) and TKIP (WPA) security protocols to support a wide range of customer devices. Most modern devices that are capable of AES protocol use that protocol when connecting to a Wi-Fi hotspot for vast majority of their popular apps. We can confirm that all vehicle features are safe and are protected by our secure firewalls.  
 
OR
 
A recent update to Apple’s operating system has changed the way the device communicates the status of certain Wi-Fi networks. I can assure you that the security level of your vehicle’s WIFI has not changed and is still protected by multiple layers of security.

General Inquiries

100

Member is asking to get a plan for their vehicle. What do you do.

What is - Assisting with the purchase?

200

The length of time an advisor should be in ACW

What is 55 seconds

300

The way a member contacts us in their vehicle

What is the OnStar blue button

400

The system we use as a "GM Facebook" of sorts where information is shared directly from GM.

What is Empowerhub

500

How often you need to check alerts.

What is Daily

Bluetooth

100

Article number for bluetooth troubleshooting.

What is 000132141

200

The name of the process in which we turn the vehicle off during Bluetooth troubleshooting once deleting the phone from the system.

What is Radio Restart

300

Name the Base Radio RPO code.

What is UPF

400

List out the NGI Variant RPO codes.

What is; RAO, RAO + UY4, RAO + Y24, RAO + Y26, RAO + Y64

500

Explain Bluetooth per process.

What is "Bluetooth wireless technology allows you to connect your compatible smartphone or tablet to your vehicle’s audio system. Once paired, you can make and receive hands-free calls and stream audio from your device (if vehicle is equipped and device is compatible). "

Infotainment

100

The hardware that Alexa Built In is sunsetting in.

What is VCU

200

The three apps supported for RSI.

What is; Youtube, Youtube Kids, and Hulu

300

Name the radio type that is sunsetting their in-vehicle apps.

What is NGI

400

Explain why iHeart Radio app stays playing after hitting the home button per process.

What is: 

1. The home button does not close the app. The system has the ability to play audio in the background while the member use other apps like NAV or weather. The Home hard button puts an app in the background, to close iHeart the user must tap the Quit button.  Also, if the user open a new audio app, the system automatically closes the current audio app playing in the background.

500

The date that the weather channel was removed from all GM vehicles.

What is March 10th, 2025?