OSTA ABAY Week 1 Assessment

PIN Policy Call Type: Which OnStar service requires PIN verification for an OSTA Advisor?

• Door Lock/Unlock Request

• Change the phone number.

• Update the mailing address.

Answer explanation

PIN Verification is required for Door lock/unlock request and Restricted account.

NPC Call Type: What plan would you recommend if the member wants the cheapest plan, where the member can use the remote lock and remote start from the mobile app?

• OnStar Connect

• OnStar Connect+

• OnStar One

Answer explanation

OnStar Connect $14.99 (2024 and older)

OnStar Connect $9.99 (2025 and newer)

Button Connectivity Call type:

Jasper Tool: What identifier is recommended to use in searching information in Jasper?

• ICCID

• MDN

• Account Number

Answer explanation

ICCID is a module specific identifier.

HFC Call Type:

What would you say if the member asked, how to place and receive calls using OnStar?

• Refer to the GM Dealership.

• Educate your member that HFC is no longer available since February 2022. Offer courtesy call or use Bluetooth.

Answer explanation

HFC Sunset was on February 2022.

Sunset Call Type:

When did the 2G network sunset?

• January 2022

• February 2022

• December 2022

Answer explanation

2G Sunset was on December 31, 2022

Sunset Call Type:

When was the 3G network shut down?

• February 2022

• June 2022

• December 2022

Answer explanation

3G Sunset started on February 2022 and completely decomissioned on June 2022.

NPC Call type: The member used to have monthly premium plan but his plan is canceled due to declined credit card. Which plan would you recommend if the member wants to get the same set of services?

• OnStar One

• OnStar One Super Cruise.

Answer explanation

OnStar One is the new name for Premium plan.

Super Cruise can be purchased separately.

Button connectivity Call Type:

Button connectivity issue with INACTIVE account and Green Led but only beeps continuously when pressed. Completed the troubleshooting but the retest failed. Should you escalate the case or refer them to the dealership?

• Case escalation

• Dealer referral

Answer explanation

Connectivity issues with INACTIVE account needs to be referred to the GM dealership, if the troubleshooting failed to fix the issue.

Failed Activation Call Type:

How can you fix the Vehicle and account status if it's stuck on In-Setup?

• GAA>Provisioning Folder>Manage MDN

• CRM>Edit the case to Onboarding

  and Intent = Reactivation

  and Sub-Intent = Reactivate Vehicle

• GAA>Technical Service folder>Reactivation

Answer explanation

GAA>Technical service folder>Reactivation is no longer allowed for US subscribers.

workaround is OneCRM case page and Edit the case.
Case Type = Onboarding
Intent = Reactivation
Sub-Intent = Reactivate Vehicle

MDN activation Call:

What are the TWO ways to activate the MDN? Select two that applies.

• GAA>Provisioning Folder>Manage MDN

• GAA>Technical Services Folder>OSTA Outbound Request

• Action Launcher>GET Vehicle Call Data

• Send an email for MDN Activation

Answer explanation

Use the "GAA>Provisioning Folder>Manage MDN" first before attempting to activate the MDN in "GAA>Technical service folder>OSTA outbound request".