Samsung XCover How to

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Questions and Answers

What type of SIM card does the Samsung XCover use?

Micro-SIM

Mini-SIM

Nano-SIM (correct)

Standard-SIM

What should you do if you are unable to make or receive calls?

Check cell coverage (correct)

Check if the device is blocking any unknown or private numbers

Restart the device

Contact the carrier

How do you turn on the Samsung XCover Pro?

Hold the Side key for a few seconds (correct)

Press and hold the Side key and Volume down key simultaneously

Open the notification panel and tap the power icon

Press and hold the Side key and the Volume down key simultaneously for more than 7 seconds

What is the purpose of an IMEI number?

To blacklist a lost or stolen phone Signup and view all the answers

How can you locate the IMEI number of a device?

Look for a label on the back of the phone Signup and view all the answers

What is the processor of the Galaxy XCover Pro?

Quad 2.3GHz Signup and view all the answers

How can you check if the device is blocking any unknown or private numbers?

Open the Phone app and tap the three dots in the upper right corner Signup and view all the answers

How can you locate the IMEI number on a functioning phone?

Navigate to the personal side of the device and open Settings Signup and view all the answers

What does the Statusbar provide?

Notification alerts Signup and view all the answers

What type of charging does the Galaxy XCover Pro have?

Fast Charging (15W Signup and view all the answers

What must be done to use Find My Mobile?

Activate the service on the device Signup and view all the answers

How do you force restart the device?

Press and hold the Side key and the Volume down key simultaneously for more than 7 seconds Signup and view all the answers

What is the acronym for International Mobile Equipment Identity?

IMEI Signup and view all the answers

What does the letter on the label behind the phone indicate?

The part of WS1 to search Signup and view all the answers

What should you do if the problem persists?

Contact the carrier Signup and view all the answers

How do you turn off the device?

Press and hold the Side key and the Volume down key simultaneously Signup and view all the answers

What type of SIM does the Galaxy XCover Pro have?

Dual SIM Signup and view all the answers

How can you open an item in the Notification panel?

Tap it Signup and view all the answers

How can associates back up their data?

Use Samsung Cloud or Google Drive Signup and view all the answers

What is the Samsung X-Cover Pro capable of?

Remotely unlocking the device Signup and view all the answers

Study Notes

In order to escalate a ticket, you must first collect and document the following information: user ID, associate type, device IMEI, detailed description of the issue, troubleshooting steps attempted, resolution/reason for escalation, and KB number.
Senior agents approve escalations, and send the incident number to Walmart - Escalation Approval group chat in Microsoft Teams.
Agents must follow the same procedure, but they can directly assign the incident to another group.