Products
Procedures
Disposition/Tickets
Features
Games
100
What oculus devices have hand tracking?
What is: Meta Quest 2 and Quest
100
What Authentication information is required for a customer contacting us about a hardware order?
- Full Name or Email Address
- Shipping Address (Webstore purchases)
- Street name
- Building number
- Unit if applicable
- Phone number (Webstore purchases)
100
When should you merge a ticket?
A ticket may only be merged if it is a duplicate of an already open primary ticket with that same customer. The primary ticket is considered 'already open' if it is in a New, Open, Pending, On-hold, or Solved status. Do not merge a primary ticket into a duplicate ticket. Only merge tickets if they meet these conditions.
100
What date is the Oculus referral Program valid for?
What is: December 31, 2022
100
True or False: Minecraft and Roblox are supported by Oculus.
What is: False
200
What phones are supported for the Oculus Gear VR? C-Type USB
(Just have to name 4)
Galaxy S9
Galaxy S9+
Galaxy S8
Galaxy S8+
Galaxy Note 8
Galaxy Note FE
Galaxy A8
Galaxy A8+
200
What are the requirements in order for a customer to be eligible for a manual refund exception for a purchased game?
What is:
- Have less than 2 hours in game
- Be within the allotted amount of time from purchase:
- Rift/Quest - 14 days from purchase date
- Gear/GO - 3 Days from purchase date
- Not have received the item as part of a bundle
- Not have refunded the same app more than once in the past
200
What dispositioning fields are always needed when properly dispositioning a "Health and Safety" ticket?
What is:
H&S Level
H&S Reported Symptom
H&S Content
And
H&S Comfort Rating
200
What is the "Passthrough" feature?
Passthrough is a feature that allows you to step outside your view in VR to see a real-time view of your surroundings. Passthrough uses the sensors on your headset to approximate what you would see if you were able to look directly through the front of your headset and into the real world around you. Passthrough comes up automatically when you’re creating or adjusting your Guardian. Apps can also show Passthrough to blend your physical and virtual environment.
200
True or False: You can gift an app or game using gift cards.
What is : False
300
What GPUs are compatible with Oculus Link?
(Just need to name 3)
NVIDIA Titan X
NVIDIA GeForce GTX 970
NVIDIA GeForce GTX 1060 Desktop, 6GB
NVIDIA GeForce GTX 1070(all)
NVIDIA GeForce GTX 1080(all)
NVIDIA GeForce GTX 1650 Super
NVIDIA GeForce GTX 1660
NVIDIA GeForce GTX 1660 TI
NVIDIA GeForce RTX 20-series (all)
NVIDIA GeForce RTX 30-series (all)
300
What is the Required information for an RMA?
(Provide all parts)
-Reason
- Address and contact information
This information includes the following:
- Shipping Information:
- Full name
- Shipping address
- Phone number
- Preferred email address to receive labels
- Oculus username and/or email address associated with your account
- Suspect device serial number
- Unit serial number, which is located on the box
- Retail receipt or invoice including item, retailer, price, and date OR Oculus order number
300
What "level of effort" - number would a situation needing In addition to tools outside of ZenDesk, the case may have required input from Tier 3 or Logistics but not an actual reply, fall under?
What is 2
300
How do you turn on "Voice Commands"?
Press
on your right Touch controller to pull up your universal menu.
Hover over the clock on the left side of the universal menu. When Quick Settings appears, select it to open the Quick Settings panel.
Select
Voice Commands.
Select Start Setup.
Choose between Continue Setup and Set Up Later. You can always manage this option later in Settings.
Select Enable Shortcut or Not Now. This shortcut allows you to double press the Oculus button to initiate a voice command. You can choose to skip this shortcut, or manage this feature in Settings > Device > Voice Commands.
300
True or False: HorizonWorlds is available to everyone globally.
What is : False HorizonWorlds at this time is only available for The US and Canada.
400
If a product is out of stock on the Oculus website, what other resource can the customer use in order to find a replacement?
What is: Click on "Find a retailer" on the bottom right hand side of the accessories page.
400
What Kind of Digital Content Is Not Eligible for Refunds?
Movies, bundles, content purchased as part of a bundle, or content downloaded or purchased inside of apps (DLC)
-Subscriptions
-Content made outside of the Oculus platform.
-If the refund request is made more than fourteen days after the date of purchase or Gift redemption.
-We determine that you have interacted with content for more than two hours.
-Content previously refunded more than once.
-Any content that is was purchased over 180 days ago is ineligible for refund regardless of exception.
400
What steps can you provide a customer looking to get a Quest 2 Silicone Cover? Hint (Self Service)
- Log into Oculus.com in a web browser with the Facebook account you sign into Quest 2 with
- Locate your Quest 2 from your account devices list
- Select the Silicone Cover order button next the Quest 2 device
- Fill out the order form with your current shipping information
- Submit your order
400
True or False? User and developer-created events are supported with Oculus?
What is : True
400
What comfort level would a game like "Beat Saber" fall under?
What is : Comfortable
500
This Rating Coalition is used by Oculus to rate content suitable content based off comfortability and experience.
What is: The International Age Rating Coalition (IARC)
500
What is the procedure when handling a "Fraud Purchase ticket" ?
- Collect Basic Authentication for their account. If the Oculus accounts "Full Name" is clearly not the customers real name, collect their real name as well.
- Only for Hard-Fraud: Immediately suspend the account using the "permanently" option. (This option simply means it will not be automatically lifted.)
- Collect the following information from the customer:
- Billing address
- Shipping address (Only for Hardware Purchases)
- Transaction ID from their charge (It will look like “OCULUS*CVV…..”)
(Transaction ID's must be collected from the customers bank statement.)
- Only for Soft-Fraud: If this situation involves digital purchases, add the sfdc tag to the ticket.
- Escalate the ticket to Tier 2 along with all the information collected in steps 1 and 3 as an internal note.
500
What is the procedure for a customer reporting a "scam site" ?
- Re-direct the customer to the official Oculus website
- Collect the offending URL and add it to the internal ticket note
- Escalate the ticket to the 'FB-Oculus - Level 3 - OVR Escalation/Sensitive' group in Zendesk.
500
I want to use Airlink using my Rift S. How can I do this?
A: Airlink is only available for Meta Quest 2
500
What tag is needed when processing a "Duplicate account" ticket?
What is: S264140