TRANSACTIONS
WHAT NUMBER DOES SERVICE ORDER BEGIN WITH?
4
WHAT REPAIR OPTIONS ARE CURRENTLY AVAILABLE FOR SAMSUNG CXS? WHAT DO EACH OF THEM REQUIRE?
WALK IN: TAKE THE DEVICE TO THE WALK IN SERVICE CENTER
MAIL IN: ABILITY TO MAIL IN THE DEVICE TO A SERVICE CENTER
WCTU: ABILITY TO MEET WITH THE REPAIR TECHNICIAN AT YOUR HOME OR MEETING PLACE
LIST OFF SOME OF SAMSUNG WATCHES
GALAXY WATCH
GALAXY WATCH ACTIVE
GALAXY FIT
GALAXY SPORT
WHAT INFORMATION CAN SMART SWITCH TRANSFER?
CALLS AND MESSAGES
CONTACTS
APPS
SETTINGS
HOME SCREEN SETUP
IMAGES AND VIDEOS
LIST OFF THE DIFFERENT DEVICE LOCKS AND WHAT THEY MEAN.
WHY WOULD WE CREATE A SERVICE ORDER TRANSACTION?
REPAIR, ACCESSORY EXCHANGES, NCP
List off what a customer needs to remove from their device prior to mailing it in for repair.
WHAT ARE 2 DIFFERENT TYPES OF TABLETS SAMSUNG MAKE?
WIFI
CARRIER
WHAT ARE 2 WAYS SMART SWITCH CAN TRANSFER DATA?
OVER WIFI
CABLE CONNECTION
What are the 2 kinds of Theft Protection used on Samsung Mobile Devices? EXPLAIN BOTH
Google Factory Protection is available on models operating on Lollipop or newer system versions; it prevents theft by requesting for Google credentials when the device has been factory data reset
Samsung Reactivation Lock is available on select device models operating on Kitkat and Lollipop or newer system versions; used to authenticate the user after unauthorized FDR.
WHEN REFERRING A CX TO A UBIF STORE, WHAT TRANSACTION DO WE CREATE AND WHAT ARE THE STATUS CODES?
TECHNICAL ADVICE
CLOSED > INFORM OF SERVICE LOCATION > UBIF STORE #
What are the two primary types of repairs?
Warranty and out of Warranty
LIST OFF SOME OF THE ACCESSORIES SAMSUNG MAKE FOR THEIR DEVICES
CASES
POWER AND CHARGING ACCESSORIES
HEADSETS
What is Remote Support
Remote support is a program that enables agents to remotely view and control a customer's phone or tablet to better assist them with their product
What is Unauthorized Factory Data Reset?
When a device is reset without using the Factory data reset in the device settings menu.
What type of form do you create if a customer is making extreme threats, such as a bomb, national security threat, threats to a service center or Samsung employees?
THREAT VOC FORM
What services are offered at U Break I Fix?
Software assistance, cracked screen repairs, device configuration, general troubleshooting, other device repair
What operating system runs Samsung Galaxy watches?
Tizen
What does it mean to De-escalate?
Calmly communicating with a an agitated person in order to understand, manage and resolve their concerns
WHAT ARE AUTHENICATION, CREDENTIALS, AND ENCRYPTION?
AUTHENICATION - Verifies a user's identity
CREDENTIALS - What a user enters to Authenticate their account or device
ENCRYPTION - Encodes information to keep it secure
WHAT IS THE ORDER TO CREATE SERVICE ORDER TRANSACTION?
2K > 5K > 4K
What is the turnaround time if the customer mails in device?
5-7 business days once the device is received.
WHAT DEVICE WAS THE GALAXY BUDS +, GALAXY BUDS LIVE, AND GALAXY BUDS PRO RELEASED WITH?
GALAXY BUDS + - GALAXY S20
GALAXY BUDS LIVE - GALAXY NOTE 20
GALAXY BUDS PRO - GALAXY S21
What does it meant to oppose a customer when de-escalating
Putting them on long holds, telling them there is nothing we can do
WHAT COULD A CX USE TO LOCK/UNLOCK OR WIPE THEIR DEVICE REMOTELY?
FIND MY MOBILE