WorksheetsReview prior Week 1 Assessment
Total questions: 30
Worksheet time: 15mins
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
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
Which of the following issues could be caused by the washer not being leveled correctly?
Washer spin issues
Drain issue
Excessive vibration
All of the above
What can you type after a partial model code, also known as the Wild Card, to locate the complete model?
#
%
*
;)
What many Shipping Bolts are in FlexWash?
2
4
7
3
How many volts does an electric dryer require?
120
240
480
220
When you select an appointment date in the ASC Locator, what MUST match the date?
App Reason
Select Date
Detail Type
Preferred Date
Which of the following would *not* be a 1K (General) Transaction?
Customer wants to know where to download the user manual
Customer wants to know what color a product comes in
Customer says they can't find a feature on their unit
Customer wants to know about a specific feature of the product
How far into the drain pipe should the drain hose be inserted?
2 inches
5 inches
6 inches
1 foot
Which of the following is *not* require when creating a Technical (2k) Transaction?
Select T/A
Symptom Code
Expected In/Out of Warranty
Inquiry Code
Which of the following means someone from the media is calling in for information?
Media Threat
Media Contact
Legal
Exchange and Refund Request
Which type of Washer has the Add Wash feature?
Front Load
Top Load
FlesWash
All of the above
Where is the detergent drawer located on a Top Load Washer?
The front of the unit
Under the door, in front
Under the door, in back
There is no detergent drawer, pour the detergent into the tub
Where is the Debris/Drain Filter located?
Bottom left of a Front Load Washer
Bottom left of a Top Load Washer
Left side of all Washers
In the back of the Dryer
Which of the following is *not* a Manual cycle?
Time Cycle
Quick Dry
Bedding
Air Fluff
Which feature will prevent the customer from being able to use any buttons on the control panel?
Safety Lock
Child Lock
Panel Lock
This is defect, not a feature
True or False: When ordering a No Charge Part, if the customer cannot provide their serial number, use M000.
True
False
What app does the customer use on their phone to use the Download Cycle?
SmartThings
Smart Connect
Samsung Connect
Smart Home
Which of the following is a Top Load Washer?
WA
WB
WF
WV
True or False: When a Dryer Rack is inserted into the Dryer, the drum does not spin.
True
False
What is the self clean cycle called on 2019 washers?
Pure cycle
Silver cycle
Self Clean
Self Clean Omega
What do you type in the ASC field when an In-Warranty product does not populate any service in the area?
M000
Unknown
999999
111111
