Podcast
Questions and Answers
What type of SIM card does the Samsung XCover use?
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?
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?
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?
What is the purpose of an IMEI number?
How can you locate the IMEI number of a device?
How can you locate the IMEI number of a device?
What is the processor of the Galaxy XCover Pro?
What is the processor of the Galaxy XCover Pro?
How can you check if the device is blocking any unknown or private numbers?
How can you check if the device is blocking any unknown or private numbers?
How can you locate the IMEI number on a functioning phone?
How can you locate the IMEI number on a functioning phone?
What does the Statusbar provide?
What does the Statusbar provide?
What type of charging does the Galaxy XCover Pro have?
What type of charging does the Galaxy XCover Pro have?
What must be done to use Find My Mobile?
What must be done to use Find My Mobile?
How do you force restart the device?
How do you force restart the device?
What is the acronym for International Mobile Equipment Identity?
What is the acronym for International Mobile Equipment Identity?
What does the letter on the label behind the phone indicate?
What does the letter on the label behind the phone indicate?
What should you do if the problem persists?
What should you do if the problem persists?
How do you turn off the device?
How do you turn off the device?
What type of SIM does the Galaxy XCover Pro have?
What type of SIM does the Galaxy XCover Pro have?
How can you open an item in the Notification panel?
How can you open an item in the Notification panel?
How can associates back up their data?
How can associates back up their data?
What is the Samsung X-Cover Pro capable of?
What is the Samsung X-Cover Pro capable of?
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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.
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