{"id":14782,"date":"2021-05-17T15:52:06","date_gmt":"2021-05-17T19:52:06","guid":{"rendered":"https:\/\/gm-techlink.com\/?p=14782"},"modified":"2021-06-04T11:08:40","modified_gmt":"2021-06-04T15:08:40","slug":"lets-take-a-look-remote-diagnostics-using-video-calls-with-dealerships","status":"publish","type":"post","link":"https:\/\/gm-techlink.com\/?p=14782","title":{"rendered":"Let\u2019s Take a Look \u2013 Remote Diagnostics Using Video Calls with Dealerships"},"content":{"rendered":"

When working with the GM Technical Assistance Center (TAC) or a Field Service Engineer (FSE) on a challenging repair, the next best thing to the TAC agent or FSE actually being in the dealership is to have a video call with the technician in order to get a first-hand look at the vehicle\u2019s condition. TAC and FSE\u2019s now have the capability to hold video calls with technicians while reviewing a case. A video call can substantially aid in diagnosis of a concern and help in determining a root cause.<\/p>\n

It\u2019s recommended that video calls take place using the Microsoft Teams app. The web or mobile version of the Teams app can put the TAC agent or FSE right in the service bay with the technician when troubleshooting a repair.<\/p>\n

TIP:<\/strong> The Teams app has been added to the Software section of the latest GM Dealership Infrastructure Guidelines V2021.2.<\/p>\n

 <\/p>\n

Downloading the App<\/strong><\/p>\n

Download and install the Microsoft Teams mobile app to your iPhone from the App store or to your Android device from the Google Play store. Once the installation process is complete, the Install icon should display Open. (Fig. 1)<\/p>\n

 <\/p>\n

\"\"Fig. 1<\/strong><\/p>\n

 <\/p>\n

Joining a Teams Meeting<\/strong><\/p>\n

Technicians who are invited to meet with a TAC agent or FSE on a video call will receive an email with a Teams meeting invitation. Join the meeting using the Teams app on your mobile phone by selecting the \u201cClick here to join the meeting\u201d link at the bottom of the meeting invitation email message. (Fig. 2) If the meeting invitation was saved to your calendar, the link to join the meeting may say \u201cJoin Microsoft Teams Meeting.\u201d<\/p>\n

 <\/p>\n

\"\"Fig. 2<\/strong><\/p>\n

 <\/p>\n

Next, with the Teams app downloaded to your phone, technicians should select the \u201cJoin as a guest\u201d link to join the meeting. (Fig. 3)<\/p>\n

 <\/p>\n

\"\"Fig. 3<\/strong><\/p>\n

 <\/p>\n

Once in the meeting, be sure to select the camera and microphone icons at the bottom of the screen in order to turn on video and audio capabilities. (Fig. 4) Now, the video feed of the vehicle and components can be seen by the TAC agent or FSE.<\/p>\n

 <\/p>\n

\"\"Fig. 4<\/strong><\/p>\n

 <\/p>\n

The app defaults to the selfie camera view, showing the user. Change to the camera on the back of the phone by selecting the small camera icon in the corner of the selfie view. (Fig. 5) The back camera view will allow the user to show the TAC agent or FSE specific items by simply pointing at them with the phone\u2019s camera.<\/p>\n

 <\/p>\n

\"\"Fig. 5<\/strong><\/p>\n

 <\/p>\n

At the same time, the TAC agent or FSE will be able to share any information from their screen, such as GDS2, Service Information or any other screen captures using the features of the Teams app.<\/p>\n

For more details on using Teams to share video, check out the Microsoft Teams Meeting guide for dealership technicians<\/strong><\/a>.<\/p>\n

 <\/p>\n

Video Tips<\/strong><\/p>\n

Here\u2019s a few things to keep in mind while sharing video on a call.<\/p>\n

Lighting<\/strong> \u2013 Improve the lighting by turning on all nearby room lights, shop lights, etc. It also helps to have a flashlight available to view darker areas, such as under a seat, etc. Move the phone and flashlight around to get a clear view.<\/p>\n

Position<\/strong> \u2013 Hold the phone in the landscape position when viewing the vehicle or component to provide a better picture for the TAC agent or FSE.<\/p>\n

Zoom<\/strong> \u2013 Zoom in on the video by “pinching” the screen, just as you would with a picture on your phone.<\/p>\n

Audio<\/strong> \u2013 Ear buds are recommended for the best audio clarity during a call.<\/p>\n

Sharing<\/strong> \u2013 To share PicoScope, GDS2 and Service Information screens, the TAC agent or FSE will ask that you join via your PC to allow for screen sharing, which provides better video quality than on your phone. Access to an external web-cam also can be very useful.<\/p>\n

 <\/p>\n

– Thanks to Scott Barone<\/em><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

When working with the GM Technical Assistance Center (TAC) or a Field Service Engineer (FSE) on a challenging repair, the next best thing to the TAC agent or FSE actually […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":""},"categories":[85],"tags":[],"class_list":["post-14782","post","type-post","status-publish","format-standard","hentry","category-2021-may-a"],"_links":{"self":[{"href":"https:\/\/gm-techlink.com\/index.php?rest_route=\/wp\/v2\/posts\/14782","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/gm-techlink.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/gm-techlink.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/gm-techlink.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/gm-techlink.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=14782"}],"version-history":[{"count":4,"href":"https:\/\/gm-techlink.com\/index.php?rest_route=\/wp\/v2\/posts\/14782\/revisions"}],"predecessor-version":[{"id":14843,"href":"https:\/\/gm-techlink.com\/index.php?rest_route=\/wp\/v2\/posts\/14782\/revisions\/14843"}],"wp:attachment":[{"href":"https:\/\/gm-techlink.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=14782"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/gm-techlink.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=14782"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/gm-techlink.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=14782"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}