Page 103 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Abstract Completion
The Abstract dropdowns must be completed accurately and are categorized as
follows:

Abstract Dropdowns Abstract Definitions
Categories

Model Year select the vehicle model year
Vehicle Make select the vehicle Make

select the vehicle model
Model
Only the available models for that make will populate

select the RPO for the vehicle’s radio
RPO Only the available RPOs for that vehicle’s system will
populate. If you do not know the RPO, select N/A

select Infotainment system type from dropdown
 Use the RPO to correctly choose the system (with or
without Nav, etc).
Dealer Calls
 A click box is available for dealer calls.
 It is located next to the “System” drop down and
System pointed out on the Template
When you fill in the system
 Click the box for dealer calls
 The information will be added to the fields that
you can copy and paste into the Abstract
 The Area and Sub-Area will also change to the
correct type for dealer calls
Broad explanation of the Service Request, i.e. Education.

Education
used when system is operating as designed but the customer
has general questions

Issue
Used when system is not operating as designed. May require
Category
more research, dealer involvement, or TAC involvement
External

OnStar related issues/questions, XM, etc.
Feedback
Used when the customer or dealer contacted us specifically
to provide a complaint or compliment. This may eventually be

GM Confidential Page 103 09/25/15