What is Google Factory Protection?

• Stops the device from activating an unauthorized reset as a means of theft protection

• Stops the device from working properly until Samsung credential are entered

• Stops the device from working properly until connected to a home network

• None of the above

Why would we need to obtain a bill of sale?

• To validate warranty

• To validate where the device was purchased

• To validate how much the device was purchase

• None of the above

If the customer says that the product caused damaged to their carpet in their home, what type of transaction should be created?

• Product Liability

• Exchange

• BOS Transaction

True or False: If the Mobile phone is physically damaged or is in a warranty-voiding condition, it can be exchanged.

• False

• True

When a customer has a general question about a product, what type of transaction should you create?

• General transaction

• Service Order

• Service Request

• Technical transaction

To temporarily disable third party apps, you should

• Put device in Safe Mode

• Factory data reset the device

• Create Mail-in repair

What is the knowledge base tool we use to assist a customer?

• ASP

• Google

• Wikipedia

This is a tool to improve the customer experience, reduce agent effort and handling time by simplifying ticket documentation.

• Single Customer View

• Samsung pass

• GCIC

An existing EnR transaction can be identified by the Detail type being set to

• Exchange for Exchanges, or Compensation for Refunds

• NCP for Exchange, Refund for Refunds

• Refund for Refunds, Compensation for Refunds

True or False: If your customer has a complaint regarding service they received, you should create a VOC Claim (3k) and assign to your Supervisor’s ERN.

• True, the customer will receive a call back within 24-48 business hours

• False, We should never create a VOC Claim (3k) transaction