1 |M y C o m p a s s S e l f - E x p l o r a t i o n

Outline

Relevant Information Additional

Notes/Comments
Course Title VCI MyCompass Self-Exploration
Course Description • This course is designed to re-introduce specific
(for LMC) search functions available in MyCompass that
will assist representatives with locating relevant
process information in a more efficient manner.
Objectives • Understand how to effectively search for
Articles and information using the following
search functions:
o Article vs. Global
o Filter & Sort
o Ctrl + F
• Introduce Chatter Feed Bookmarking function to
help representatives stay up-to-date on all
process changes.
• Build familiarity with some of the
information/Articles that can be found in
MyCompass.
Audience • Level 1/2/3 Representatives
• eComm Representatives
• CX Consultants
Delivery Method • WBT Video (Course Introduction & High-Level
Overview of Search Functions) w/ Built-In, Self-
Paced Assessment (Scavenger Hunt Activity)
Assessment • Yes; Scavenger Hunt Activity (no additional
assessment)
Time Commitment • Video: 10 minutes
• Self-Paced Activity/Assessment: 20 minutes
Outcome • Representatives who successfully complete this
course will receive a certificate of completion.

Course Outline

Introduction:

Due to the vast number of processes VCI handles and the ever-changing nature of our business,
memorizing information to appropriately and accurately service your customers is not advised. VCI has a
knowledge management system called MyCompass, which houses information needed to successfully
service the accounts of our customers. We ask that you utilize MyCompass on every call to ensure you
are providing the most up-to-date process related information to your customers and setting their
expectations properly.
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However, we also understand that sometimes it’s difficult to locate specific information needed to
address a customer’s inquiry or concern. This course is designed to re-introduce you to the different
search functions and tools currently available, as well as how to use them to your advantage during and
after a call.

Make sure you pay attention! We’ll be putting your search skills to the test!

For each outlined section below: One half of screen should include directional text, and the other half
includes an embedded video w/ clickable Play Button

Global vs. Article Keyword Search:

If you’ve ever gone straight to the top of MyCompass and started typing words into the search bar to
find an article, you’re not alone! Typing key words into the search bar at the top of your screen is called
a Global Search and will typically suggest articles you’ve visited before with similar words.

But did you know there’s a better, faster way to find exactly what you’re looking for?

(embed video of Global Search in MyCompass)

Instead of going straight to the top, try clicking the Knowledge Tab – which is located under the
MyCompass logo in the upper left-hand corner of your screen.

By typing key words and phrases into the field labeled “Search Knowledge…,” you are doing an Article
Search. This search engine will provide you with the most relevant articles first by following the 33%
rule.

This means the first 33% of your search results will have the key word listed in the title, the second 33%
will have the keyword listed in the article summary, and the last 33% will include the key word in the
content of the article.

(embed video of Article Search in MyCompass)

Filter & Sort

By doing an Article Search, you will also see that you have the ability to filter your search results based
on specific details you need the article to address. You can filter by state, call type, line of business,
account type and article type. The most relevant articles containing the details you selected will come to
the top of your search results. Hint: This can be especially helpful if you are in search of a state-specific
rule, guideline or policy that is not its own article.

(embed video of Filter Search in MyCompass (built on Keyword Search))

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You may also choose to sort the search results on the right-hand side of the screen, under the filter
options. Sorting by Relevance is the most commonly used; however, this function can also be
particularly helpful for finding articles that are frequently visited by other representatives or articles
with recent updates.

(embed video of Sorting example in MyCompass (built on Filter Search))

Ctrl + F Function, Search Within Article:

Once you think you’ve found the article you’ve been searching for, it’s time to locate the information
you need within the article. Sometimes that means reading the article top-to-bottom, step-by-step, but
other times you may only need one specific piece of information to continue your call.

By using the Control F (Ctrl + F) function on your keyboard, you will be able to type in a keyword and
quickly locate each place in the article where that keyword is used. This will save you and our customer
a lot of time!

(embed video of Keyword Search in MyCompass)

Bookmarking Chatter Alerts

Finally, did you know you have the ability to bookmark Chatter posts and view them later? We
understand that updates come through regularly and it can seem difficult to keep up between the
customer compliments and other alerts, but bookmarking allows you to save important updates, so they
don’t get lost throughout the day! See a post about an article getting updated due to a policy change?
Bookmark it! See a quick tip or a department closure you might need to advise your customers of?
Bookmark it! There’s no reason to not be in the know!

(embed video of bookmarking alert via general Chatter feed & accessing bookmarks later)

Activity Introduction

Now it’s time to put your MyCompass skills to the test with a Scavenger Hunt!

Please Note: You will need to have MyCompass pulled up in Google Chrome or Mozilla Firefox to
complete this activity.

Directions:

o Select your role

▪ Level 1 Representative
▪ Level 2 & 3 Representative
▪ CX Consultant/Supervisor/Supporting Role
o Answer each multiple-choice question by selecting the correct answer based on what you
find in MyCompass.
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o Type in the name or article number of the MyCompass Article you used to answer the fill-in-
the-blank questions.
o Correct answers will progress you to the next question/set of questions.
o Incorrect answers will prompt you to re-answer the question before you can move on.
o Once you’ve completed the activity, you will get a certificate of completion!

Self-Paced MyCompass Scavenger Hunt

______ = correct answer

Level 1 Representative:

1. Type Your First and Last Name (fill in the blank – to appear on Certificate of Completion w/
selected role)
2. How many days must pass before an electronic payment is considered missing or lost?
a. 7-10 business days
b. 3-5 business days
c. 7-10 calendar days
d. 2-3 business days
3. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Missing or Lost Payments <OR> Article 4664 <OR> 4664
4. Which rule(s) apply when a customer requests a Payment Extension and they are enrolled in
ACH?
a. The customer must request the payment extension at least 23 days prior to their next
payment due date.
b. If the next due date is more than 8 days away, we must first instruct the customer to
cancel their Automatic Payments through the Consumer Internet at least 5 days prior to
the payment due date.
c. If the next due date is less than 8 days away, a payment extension cannot be processed
on the account.
d. If the next due date is less than 8 days away, we must first advise the next payment will
pull as scheduled and offer to extend the following month’s payment(s) instead.
e. Both b and d
f. None of the above
5. Can Payment Extension paperwork be sent to the customer before the fee is collected (if
applicable)?
a. Never
b. Always
c. Yes; with Supervisor approval
d. No; the customer must call back and request the extension when they are ready to pay
the fee
6. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Payment Extension Guideline/Overview <OR> Article 4646 <OR> 4646
7. Which states may require a Proof of Taxes Paid Letter in the event of a State Transfer?
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a. IL, KY, MN, MD, NY, VA

b. MI, OR, IL, VA
c. MA, RI, VA, MO, TX
d. CA, NY, KY, UT
8. Can you (the representative) send the State Transfer paperwork for a Retail customer with a
perfect title on file moving from IL to OR without contacting Support?
a. No
b. Yes
9. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) State
Transfer – All States (Lease & Retail) <OR> Article 1029 <OR> 1029
10. If a lease customer is moving to California, what specific documents will they require?
a. State Transfer Cover Letter; Copy of Contract; Certified Copy of Title; REG 256; Power of
Attorney
b. State Transfer Cover Letter; Certified Copy of Title
c. State Transfer Cover Letter; Copy of Title; Completed RMV-1 Form
d. State Transfer Cover Letter; Power of Attorney
11. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) State
Transfer Document Requirements <OR> Article 1992 <OR> 1992
12. Is there a template available to link multiple customer accounts in DM and the Consumer
Internet?
a. Yes
b. No
13. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Linking
Multiple Accounts in DM and CI <OR> Article 2753 <OR> 2753
14. If a refund is scheduled to be issued more than 24 hours from today and the customer would
like the money applied to a different account instead of being issued as a check, how do we
submit this request?
a. GTA
b. Send an e-mail to the CX Consultant Inbox
c. Submit an Account Correction
d. Tell the customer we can’t move the money at this time, and we must issue the refund
as a check.
15. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Applying a Refund to Another Account <OR> Article 1123 <OR> 1123
16. When verifying, what information is read back (by you) to an authorized third party?
a. Vehicle Year, Make and Model
b. Phone Number and Full Address
c. Both a and b
d. None of the above
17. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Inbound Verification Rules & Matrix <OR> Article 2301 <OR> 2301
18. To fix a title error in the state of Colorado, what is required from VCI?
a. Affidavit of Correction
b. Power of Attorney
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c. Duplicate Title
d. Affidavit of Correction & Power of Attorney
19. What is an example of an error or imperfection that will cause a Discrepant Title?
a. Incorrect VIN
b. Incorrect lien holder information
c. Incorrect Year
d. All of the above
e. None of the above
20. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Title
Corrections, Discrepant and Lien Errors <OR> Article 4677 <OR> 4677

Level 2 & 3 Representative:

1. Type Your First and Last Name (fill in the blank – to appear on Certificate of Completion w/
selected role)
2. Which states may require a Proof of Taxes Paid Letter in the event of a State Transfer?
a. MI, OR, IL, VA
b. MA, RI, VA, MO, TX
c. IL, KY, MN, MD, NY, VA
d. CA, NY, KY, UT
3. Can you (the representative) send the State Transfer paperwork for a Retail customer with a
perfect title on file moving from IL to OR without contacting Support?
a. Yes
b. No
4. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) State
Transfer – All States (Lease & Retail) <OR> Article 1029 <OR> 1029
5. Which rule(s) apply when a customer requests a Payment Extension and they are enrolled in
ACH?
a. If the next due date is more than 8 days away, we must first instruct the customer to
cancel their Automatic Payments through the Consumer Internet at least 5 days prior to
the payment due date.
b. The customer must request the payment extension at least 23 days prior to their next
payment due date.
c. If the next due date is less than 8 days away, a payment extension cannot be processed
on the account.
d. If the next due date is less than 8 days away, we must first advise the next payment will
pull as scheduled and offer to extend the following month’s payment(s) instead.
e. None of the above
f. Both a and d
6. Can Payment Extension paperwork be sent to the customer before the fee is collected (if
applicable)?
a. Never
b. Always
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c. Yes; with Supervisor approval

d. No; the customer must call back and request the extension when they are ready to pay
the fee
7. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Payment Extension Guideline/Overview <OR> Article 4646 <OR> 4646
8. To fix a title error in the state of Colorado, what is required from VCI?
a. Affidavit of Correction
b. Power of Attorney
c. Duplicate Title
d. Affidavit of Correction & Power of Attorney
9. What is an example of an error or imperfection that will cause a Discrepant Title?
a. Incorrect VIN
b. Incorrect lien holder information
c. Incorrect Year
d. All of the above
e. None of the above
10. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Title
Corrections, Discrepant and Lien Errors <OR> Article 4677 <OR> 4677
11. When does the final invoice balance get assigned to the Recovery Team if the customer’s
balance is $1,571?
a. 31+ days past the invoice due date
b. 23+ days past the billing date
c. 51+ days past the invoice due date
d. 31+ days past the billing date
12. If processing a payment for the customer’s Turn-In Settlement Invoice via credit card, what
payment type should you select in I-View?
a. CC Payments
b. RMKT – STS
c. RMKT – LMAOther
d. RMKT – LEX
13. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Final
Invoice <OR> Article 4653 <OR> 4653
14. If no invoice will be sent to the customer for their first or second month of a Lease Term
Extension, what would be the minimum number of days their account might be past maturity?
a. 7 days
b. 10 days
c. 23 days
d. 5 days
15. When might you need to email the VCI – Account Closure inbox regarding a Lease Term
Extension?
a. Approval is needed to extend the customer’s lease for more than 6 months
b. The contract for a lease term extension over 6 months has not been processed within
the given timeframe
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c. The processing of a lease term extension contract or the cancellation of a lease term
extension needs to be expedited
d. Both b and c
16. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Lease
Term Extension Process <OR> Article 2668 <OR> 2668
17. If a refund is scheduled to be issued more than 24 hours from today and the customer would
like the money applied to a different account instead of being issued as a check, how do we
submit this request?
a. GTA
b. Send an e-mail to the CX Consultant Inbox
c. Tell the customer we can’t move the money at this time, and we must issue the refund
as a check.
d. Submit an Account Correction
18. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Applying a Refund to Another Account <OR> Article 1123 <OR> 1123
19. Which of the following is a scenario when we should not be requesting the removal of a credit
mark?
a. The payment posted to the customer’s old/other VCI account in error.
b. The customer submitted the payment online but was not provided with a confirmation
number.
c. VCI Payment Posting Error
d. The customer or dealer can provide proof that the vehicle was turned in.
20. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Procedure: Reviewing a Consumer Credit Report (CCR) <OR> Article 3318 <OR> 3318

CX Consultant/Supervisor/Supporting Role:

1. Type Your First and Last Name (fill in the blank – to appear on Certificate of Completion w/
selected role)
2. If a lease customer is moving to California, what specific documents will they require?
a. State Transfer Cover Letter; Copy of Title; Completed RMV-1 Form
b. State Transfer Cover Letter; Copy of Contract; Certified Copy of Title; REG 256; Power of
Attorney
c. State Transfer Cover Letter; Certified Copy of Title
d. State Transfer Cover Letter; Power of Attorney
3. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) State
Transfer Document Requirements <OR> Article 1992 <OR> 1992
4. To fix a title error in the state of Colorado, what is required from VCI?
a. Affidavit of Correction
b. Power of Attorney
c. Duplicate Title
d. Affidavit of Correction & Power of Attorney
5. What is an example of an error or imperfection that will cause a Discrepant Title?
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a. Incorrect VIN
b. Incorrect lien holder information
c. Incorrect Year
d. All of the above
e. None of the above
6. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Title
Corrections, Discrepant and Lien Errors <OR> Article 4677 <OR> 4677
7. When does the final invoice balance get assigned to the Recovery Team if the customer’s
balance is $1,571?
a. 51+ days past the invoice due date
b. 31+ days past the invoice due date
c. 23+ days past the billing date
d. 31+ days past the billing date
8. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Final
Invoice <OR> Article 4653 <OR> 4653
9. If no invoice will be sent to the customer for their first or second month of a Lease Term
Extension, what would be the minimum number of days their account might be past maturity?
a. 10 days
b. 23 days
c. 5 days
d. 7 days
10. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Lease
Term Extension Process <OR> Article 2668 <OR> 2668
11. Which of the following is a scenario when we should not be requesting the removal of a credit
mark?
a. The payment posted to the customer’s old/other VCI account in error.
b. The customer submitted the payment online but was not provided with a confirmation
number.
c. VCI Payment Posting Error
d. The customer or dealer can provide proof that the vehicle was turned in.
12. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Procedure: Reviewing a Consumer Credit Report (CCR) <OR> Article 3318 <OR> 3318
13. Is a handling fee assessed to a Retail customer’s account if they request a title name change in a
title holding state?
a. No
b. Yes
14. If a customer changes their name, are they required to complete a title name change?
a. Yes
b. No
c. Only in some states
d. Only if they need to renew their registration
15. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank) Title
Name Change <OR> Article 1010 <OR> 1010
16. After how many years will an account that was charged off be purged from AF?
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a. 13 months
b. 2 years
c. 10 years
d. 7 years
17. Why might you not be able to find a previous note for an archived account in the Archived
Account Notes site?
a. Previous calls were placed before the site was active, so they weren’t noted.
b. The previous note was saved in the distant past and is no longer available directly on the
site.
c. Both a and b
d. None of the above
18. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Handling Archived Accounts <OR> Article 3651 <OR> 3651
19. How can a tax credit be applied to a customer’s lease in the state of Connecticut?
a. The tax credit will be converted into a lower monthly sales and use tax rate.
b. The customer will not have to pay Personal Property Tax up to the tax credit amount.
c. The customer’s sales and use tax will be pre-paid each month until the credit is used up.
d. Customers cannot receive a tax credit in the state of Connecticut.
20. Which MyCompass Article did you use to answer the question(s) above? (fill in the blank)
Washington, Idaho, Connecticut and Wisconsin Sales/Use Tax Credits- Lease Only <OR> Article
2145 <OR> 2145

Overview Summary

Remember: The expectation is not for you to memorize all the processes in order to service your
customers. When in doubt, ask to place the customer on hold and utilize MyCompass. Searching for
articles using the functionalities built into MyCompass will help you locate the most accurate, up-to-date
information quickly, so you can get back to your customer and assist them with confidence.

Include “Click here to download your certificate!”

Certificate should have representative’s name and role (name entered in Question 1 of the Scavenger
Hunt; role selected before Scavenger Hunt begins).