• What number does a Service Request start with?

a. 5

• True or False: We should create a Service Request whenever it is outlined by policy.

a. True

• If requested, we can send a large print or braille User Manual:

a. To a customer with a vision or sight impairment

• When the customer’s intent is provided, what should you do?

a. Use the details in your greeting

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

• What type of products do you assist with? (Select all that apply)
a. Carrier Tablets ****
b. Galaxy Watches *****
c. Galaxy Buds ****
d. Wi-Fi Tablets *****

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

• In order to use SmartThings, the customer must have a:

a. Samsung Account ****

• If the customer isn’t able to send their BOS while speaking with you, you should create a:
a. BOS transaction

• In ASP, you can copy the ASP article link by clicking the:
a. Headphones icon
• What is an accessory?
a. A product purchased separately from a larger product

• When creating a Service Request or Service Order, you should first begin with a:
a. Technical transaction

• Before providing a promotional offer to a customer, you must first:

a. Check Samsung.com to make sure it is valid

• If the customer has a Point of Sale (POS) Care+ plan, this means they:
a. Purchased the plan from Samsung.com

• To temporarily disable third party apps, you should:

a. Put device in Safe Mode

• To create a Service Request, the status must be:

a. Pending *****

• If the customer has had their Mobile phone for 78 days and they are interested in Care+, we can offer
which plan?
a. Aftermarket ***

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

a. ASP *****

• What is NPS?
a. How likely the customer is to refer Samsung to family or friends

• When creating a Service Order, the status must be:

a. Closed, Transfer to Service Center
• If the customer says that the product caused damage to their carpet in their home, what type of
transaction should be created?
a. Product Liability

• In order to create an OOW Repair transaction, you must:

a. Process a CC Hold

• How do we capture the customer’s Credit Card?

a. Using the IVR option

• What type of transaction is created for a Walk-in?

a. Technical

• How do you access the Quick Panel on a Samsung Mobile phone?

a. Scroll from top of the screen

• What is a trade-in/Trade-up?
a. When the customer sends in their previous device for a new device

• Can we proactively offer Care+?

a. Yes ***

• What is Care Sales Order Entry (CSOE) used for?

a. To assist the customer with placing an online order

• What are some Samsung payment options available? (Select all that apply)
a. Samsung Financing
b. Affirm
c. One Time Payment
• True or False: When processing a NCP, the customer MUST send their defective product back to
Samsung?
a. False ****

• This tool can be used to transfer data from an old device to a new Galaxy device:
a. Smart Switch***

• Which of the following information must be included for a BOS to be valid?(Select all that apply)
a. Place of purchase ****
b. Date of purchase ****
c. Samsung Model with itemized price ****
d. Payment Confirmation ****

• When creating an Accessory Exchange transaction, the Detail type must be:
a. Exchange ****

• What are some device locks a customer may call in about? (Select all that apply)
a. Carrier Lock ***
b. Screen Lock ***
c. Theft Protection lock ****
d. SIM Card lock ****

• True or False: When dealing with an irate or upset customer, you should always remain polite and
provide timely empathy.
a. True **

• What is Device Care?

a. A collection of semi-automated tools that can help customers maintain different aspects of their
device

• True or False: A BOS is required for an Accessory Exchange.

a. False

• What is Google Factory Protection?

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

• Why would we need to obtain a bill of sale?

a. To validate warranty
• What type of transaction would we create when providing troubleshooting assistance?
a. Technical transaction

• What is an Advanced Exchange?

a. Samsung ships the replacement first, with a Credit Card hold

• An existing EnR transaction can be identified by the Detail type being set to:
a. Exchange for Exchanges, or Compensation for Refunds

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

• What type of transaction do we create when referring the customer to a UBIF store?
a. Technical transaction

• Which account should a customer remove prior to sending in their device for repair?
a. Samsung Account

• What must we do when creating a Mail-In Service repair? (Select all that apply)
a. If OOW, collect Credit Card hold

• True or False: When creating a Service Request or Service Order, we should always begin with a
Technical transaction?
a. True

• What type of transaction do we create if the customer has some pre-sales or general questions about a
product?
a. General transaction

• This is a tool to improve the customer experience, reduce agent effort and handling time by simplifying
ticket documentation.
a. Single Customer View
• When documenting a Service to Sales transaction, you must include what note format in the Outcome?
a. Outcome: Type of sale offered/ product offered/ link provided