Bulletin No.:

Service Bulletin

Date:

08-00-89-014F
November, 2019

INFORMATION
Subject:

Use of Dealer Case Management (DCM) and Technician Preparedness for Contacting
U.S. Technical Assistance (TAC)

Models:

2020 and Prior GM Passenger Cars and Light/Medium Duty Trucks

Attention: This bulletin pertains to the U.S. — Technical Assistance Center. Service Managers /
Directors — It is important that the following information is reviewed with all
Technicians.
This bulletin has been revised to add the 2020 Model Year and add additional information to
step 4. Please discard Corporate Bulletin Number 08-00-89-014E.

This bulletin should be used in conjunction with the
following documents:
• Dealer Case Management (DCM) resources:
• How to Create a TAC Case with Dealer Case
Management
• Dealer Case Management How to Videos
• Dealer Case Management Home
• When using DCM, always use Chrome as your
web browser
• How to search for Resolutions VINs. – future
release
• “Being Prepared" - Article 4.1.1 of the TAC section
of the Service Policy and Procedure Manual.
Technician preparedness is vital to provide
accurate diagnosis and recommendations for
repair. The following information will be
REQUIRED when starting your TAC Case via
Dealer Case Management (DCM):
1. Have a completed work order including VIN
and details about the customer’s concern.
2. Be aware of the total amount of days down
and times in for the current concern.
3. Understand and attempt to duplicate the
customer’s concern prior to contacting TAC.
• Include in detail the customer’s concern
and what has been done to try and fix the
customers concern.
4. Have all Modules with DTCs recorded what
module stored each DTC and diagnosed
including all values and measurements
before contacting TAC (i.e. Voltages,
resistance, pressures, scan tool values, etc).
Include these values in your DCM entry.

Copyright 2019 General Motors LLC. All Rights Reserved.

Note: Any .zip file extensions must be changed to .piz
• If applicable, please attach GDS2 Session
logs, Tech2 snapshot files, pictures, MP4
video files, and sound files to the case
in DCM.
• The steps below show adding an
attachment, using a GDS2 Session log as
an example:

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⇒ Launch GDS2 and select Review Stored Data.

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November, 2019

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Bulletin No.: 08-00-89-014F

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Note: Do not use the "Save As" tab in GDS2 as this
will save the file in a format that cannot be viewed
by TAC.

⇒ Select the Edit button.

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⇒ Check the box by clicking on the line next to the
session log that needs to be e-mailed to TAC.
⇒ Select the Export button.

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⇒ Save the Session Log to the computer Desktop.

Bulletin No.: 08-00-89-014F

November, 2019

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⇒ Once the GDS2 Session Log has been saved to the
Desktop, right click on the file and select
“RENAME” in the drop down.
⇒ Change the file from a .zip to .piz (This allows the
file to properly attach to the TAC Case).

⇒ Select the GDS2 Session Log from the desktop that
needs to be attached to the TAC case.

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Note: The document will be scanned for virus threats
and will be temporarily displayed as Pending.
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⇒ To upload the GDS2 Session Log, select the Add
Attachment tab in the Dealer Case
Management tool.

⇒ The Session Log will load into the Edit Attachment
box at which comments can be added as needed.
⇒ Selecting the Save tab will attach the GDS2 log to
the TAC case.

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November, 2019

5.

Search SI; including all published diagnostic
documents, flow charts, bulletins and PIs
prior to contacting TAC. Be prepared to
discuss the most relevant SI documents, and
note these SI document numbers you have
utilized in your DCM entry.
6. Below are examples of NOT being prepared
and will no longer be acceptable:
• Technician cannot provide a VIN, R.O. #,
mileage, # of times in or days down etc.
• Specifications or readings are only
referenced as “good” or “ok.”
⇒ Provide specific values.
• Technician states “I only need a case
number.”
• The use of Strategy Based Diagnosis, and being
prepared with the items above will greatly assist
TAC in providing the best possible repair
recommendation.
• It is important that technicians complete the steps
of Strategy Based Diagnosis PRIOR to contacting
Technical Assistance. Refer to the General
Information section in Service Information (SI) to
understand and verify the customer complaint.

⇒
⇒
⇒

•

Bulletin No.: 08-00-89-014F

Key Steps to Strategy Based Diagnosis:
• Understand and verify the customer complaint.
• Verify that the vehicle is operating as designed.
• Perform the following preliminary checks:
A visual inspection.
Retrieve and record all diagnostic trouble codes.
Review the service history of the vehicle for repeat
repair and clues.
• Follow published diagnostic system checks.
• Check for bulletins, recalls and Preliminary
Information (PIs).
• Diagnosis of DTCs.
• Isolate the root cause.
• “Strategy Based Diagnosis”
Latest version of Bulletin 01-00-89-010 —
Comeback Prevention Information and Using
Customer Concern Verification Sheets (CCVS)
• Customer Concern Verification
• Comeback Prevention
• Technical Assistance Form
• Strategy Based Diagnostics
• Intermittent Concern Diagnostics
• Repeat Repair Log

GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.

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