Acronyms
The global system used by Samsung, and referred to as GCIC.
What is the Global Customer Interaction Center?
This ticket identifies general transactions.
What is a 1k?
When generating a 2k ticket, if information is missing in the GCIC customer profile, this error message may come up.
What is "TechnicalAdviceTicket could not be generated" ?
This method of operation is used when troubleshooting/eliminating third party apps.
What is safe mode?
Formerly known as Samsung Plus.
What is Samsung Members?
This system used by Samsung is referred to as GSPN.
What is the Global Service Provider Network?
This ticket identifies a service request.
What is a 5K?
In this step, BOH should enter the pricing, if any, to the ticket.
What is step 6?
A customer is eligible for an Onsite Exchange if it is their third IW repair, or this.
What is a Samsung Global Parts Shortage?
The three types of templates used to respond in Medallia?
What is promoter, detractor, or unresolved?
Commonly known as SAW, this process is used to submit for exceptions such as warranty allowance, free of charge and onsite exchange.
What is Service Action Work ? (SAW)
This ticket identifies a technical transaction.
What is a 2K?
The Samsung employee responsible for the creation and any modifications of Q-tool system.
Who is Jaison Thomas?
What are 7-8?
The amount of colors that the Samsung tuned by AKG earphones are available in.
What is 4? (burgundy, gray, black, white)
This office handles the highest level of escalations, but it is not at the White House.
What is the Office of The President ? (OOP)
This ticket identifies a claim.
What is a 3k?
An error message may not allow for this to be completed in Q-tool if there is an existing reservation or open ticket.
What is create an appointment/reservation?
The the time it takes for the Samsung Customer Service location to complete a repair from Engineer assign date and time (ENG_ASSIGN_DT & ENG_ASSIGN_TM) to repair completion date and time (COMPLETE_DT & COMPLETE_TM) in G-SPN.
What is R-TAT?
CMI.
If we have a highly escalated customer or situation requiring replacements, freebies, etc, FSS usually reaches out to this team for assistance .
What is the ECR (Executive Customer Relations) Team?
This ticket identifies a service order.
4K.
The generic password for all new Q-tool ID's.
What is test837?
Unauthorized repair or modification of a device is considered: __________________.
BER - Beyond Economical Repair
If failure is determined, and an exchange is required for the Galaxy Buds obtained through promotion - this will determine what team will handle the exchange.
What is the length of time that has passed since receiving the Galaxy Buds?