To avoid wait times for technical support in the dealership, prior to contacting the GM Technical Assistance Center (TAC) and Techline Customer Support Center (TCSC) as well as and other dealership support teams (DBC/Partech/DPAC/GMPSC), technicians and other service department personnel (U.S. only) should open a support case within CX Connect. (Fig. 1)
Fig. 1
Access CX Connect using the app center within Global Connect and select Launch. (Fig. 2) Most support cases can be resolved in the system without the need to call in, helping to resolve issues more quickly.
Fig. 2
To learn more about creating a case in the new system, view the CX Connect Case Creation Help job aid. It includes step-by-step instructions for creating a case, including entering vehicle information, completing the dealer instructions and filling out the assessment fields.
TIP: A short online training course is available on how to open a new TAC case using CX Connect. Look for the Video on Demand course CX-WBT332-V on the Center of Learning.
If phone support is still needed after creating a CX Connect case, please have your case number ready for the next available Advisor when calling.
– Thanks to John Sauer
