Review prior Week 1 Assessment

What does Warm Transfer mean?

• Make sure an agent is on the phone before transferring to them

• Provide the customer with the correct phone to get direct access to the responsible agent

• Send the call to the correct queue

• Transfer the Dryer related call

What is another name for a 5k transaction?

• General

• Technical

• Service Request

• Service Order

Which of the following could prevent a Top Load Washer from draining correctly?

• The debris filter needs to be cleaned

• The water line is not connected correctly

• The drain hose is not connected correctly

• None of the above

True or False: AI Pattern will not adjust the cycle/settings until 10 cycles have been run.

• True

• False

In Warranty status, what does IV indicate?

• Labor and Parts are still under warranty

• The unit is out of warranty

• The warranty has been voided

• Only Parts are still covered under warranty

Where is the serial number located on a Front Load Washer?

• Inside the door

• On the back, by the top

• On the back

• In the detergent drawer

In the model code DVE60M9900, what does the E indicate?

• It is Eco Friendly

• It is a 2013 model

• It is a FlexDry

• It is Electric

Which of the following is *not* product liability?

• A gas smell is coming from the dryer

• The dryer set on fire, but caused no additional damage

• Mold is collecting in a Front Load Washer

• The washer has flooded the laundry room

Which is the fastest and easiest way for the customer to submit their BOS?

• SMS

• Email

• Fax

• samsung.com

When creating 1K ticket, which of the following should you ALWAYS ensure is selected?

• G/A

• T/A

• S/R

• G/T