W
What is the Mandatory Opening Spiel when the call comes in?
What ticket should the agent create if the customer is not with the unit or cannot troubleshoot at the moment?
1k Ticket
If the product was purchased with points doesn't have BOS, what information is needed to confirm purchase?
The sum of all knowledge, or basically our knowledge base.
ASK
What is the TAT for the customer to receive a printed User Manual?
5-10 Business days
What should be the status of the ticket for dropped calls?
Pending - Callback Reserved
If the customer called regarding that the auto fill pitcher is leaking what should the agent do?
Home appliances purchased from _______ on or after March 28, 2016 carry a 2 year manufacturer warranty
Costco
In cases where customers complain about the silver stainless steel legs and wants to change it to Black coated steel legs what ticket should you do
NCP Ticket
True or False: International Samsung products can be repaired free of charge, if it is repairable.
False
If the unit is DA and came with the house, then the agents MUST ask for a copy of what?
Possession Letter
Samsung does not provide warranty on open box products sold by authorized dealers, except for?
Best Buy
A function withing SSAM which allows you to utilize pre personalized chat reply.
Canned responses
True or False: Products shipped and sold by Amazon are covered under the warranty
True
If a customer reports rust, deterioration, or similar issues on the racks of their dishwasher, what information should the agent request?
What makes a BOS Valid?
Name of the store
Unit Price
IMEI
Name of cx
Model name
Where can we refer the customer to if they mentioned that they want to purchase parts for their OOW unit?
- Reliable Parts
- Encompass
This maintenance feature is a collection of semi-automated tools that help customers maintain different aspects of their device’s performance
Device care
FCC stands for?
The relationship between Samsung and its consumers
Business Partners
True or False: All digital/voice customer service agents can inform the customers that their ticket has been canceled - without the need of understanding the interaction history.
What does ECR means?
Executive Customer Relations
3 representations of stars in Samsung
Tristar or Threestars (the word three represents something big, numerous and powerful)
The role and associated rights of a Sprinklr user
First galaxy device to include an internal cooling pipe
S7