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Questions and Answers

What should an associate do if their device is locked after 30 days?

  • Reboot the device (correct)
  • Contact their manager
  • Go to a Walmart store
  • Unlock the device with Command

    • What should an associate do if they cannot find an app in the managed Google Play store?

  • Log out of the Hub app
  • Wait several hours (correct)
  • Contact the Walmart Service Now assignment group
  • Send an email to [email protected]

    • What should you do first to resolve the issue with the app?

  • Uninstall and reinstall the app
  • Reset Network Settings
  • Check the settings
  • Restart the device (correct)

    • What are the supported web browsers for the UEM console?

    <p>Chrome, Firefox, Safari, Microsoft Edge</p> Signup and view all the answers

    What should the manager do if they want to return a replacement device that has not yet arrived?

    <p>Fill out the device recovery form through MyTech</p> Signup and view all the answers

    What is the first step to resolving the issue with the app not working?

    <p>Restart the device</p> Signup and view all the answers

    How can you search for a device in Workspace ONE UEM?

    <p>Enter their imei number</p> Signup and view all the answers

    How can a store verify the number of inactive devices they have on hand?

    <p>Use the Device Store PowerBI report</p> Signup and view all the answers

    What format does the username need to be for Store Users?

    <p>Username is their full User ID (a0a000a)s0xxxx) a store that has a 2-3 digit store number needs an additional leading zero</p> Signup and view all the answers

    What is the Rule of 3?

    <p>The number of devices enrolled must be equal to or greater than the number of users enrolled</p> Signup and view all the answers

    What format should the username be for Store Users?

    <p>Full User ID</p> Signup and view all the answers

    What is the minimum length of the PIN?

    <p>4 characters</p> Signup and view all the answers

    What should the associate do if they did not complete the DocuSign process in ULearn?

    <p>Contact Field support</p> Signup and view all the answers

    What must be done to recover the device from the associate?

    <p>Complete the device recovery form in My Tech</p> Signup and view all the answers

    What should an associate do if their device is not found in Workspace ONE (AirWatch) and is part of the connected associate program?

    <p>Perform a Factory Data Reset</p> Signup and view all the answers

    How can associates order replacement parts for their Samsung X-Cover Pro?

    <p>By visiting the GNFR Ordering site on &quot;One Walmart&quot;</p> Signup and view all the answers

    What format does the password need to be for Home Office Users?

    <p>One Walmart(WIRE) password and needs to be entered the usual way</p> Signup and view all the answers

    What should the associate do if they have a lost or stolen device?

    <p>Create an incident</p> Signup and view all the answers

    How can you tell if the device is connected to a network?

    <p>Check the last seen time</p> Signup and view all the answers

    How can an associate find the Fresh Production app?

    <p>It is available on the Bakery tablet</p> Signup and view all the answers

    What should the store do if they need more devices?

    <p>Wait until the inventory levels are restored</p> Signup and view all the answers

    What is the model number of devices in the connected associate program?

    <p>SM-G715U1</p> Signup and view all the answers

    How do you connect to Walmart's Wi-Fi?

    <p>Open Settings and tap Connections</p> Signup and view all the answers

    What format should the password be for Home Office Users?

    <p>One Walmart(WIRE) password</p> Signup and view all the answers

    What is the GNFR Product ID for the Belkin Mixit USB-A to USB-C 6-Foot Cable?

    <p>100644152</p> Signup and view all the answers

    How do you connect to Walmartwifi?

    <p>Open Settings and tap Connections</p> Signup and view all the answers

    How can an associate validate that their user ID and IMEI are in the same organization group?

    <p>Use Knox profile change action in Walmart Device Order Bot</p> Signup and view all the answers

    How often can device enrollment be done?

    <p>Hourly</p> Signup and view all the answers

    What type of PIN is required?

    <p>Complex Numeric</p> Signup and view all the answers

    What browsers are supported by the UEM console?

    <p>Chrome, Firefox, Safari, and Microsoft Edge</p> Signup and view all the answers

    What must be done if the device cannot be recovered?

    <p>Contact the associate twice</p> Signup and view all the answers

    What must an associate have in order to make phone calls?

    <p>A SIM card</p> Signup and view all the answers

    What type of accessory is the GNFR Product ID 100665729?

    <p>Replacement XCover OtterBox Case - Samsung Universe Galaxy XCover Case</p> Signup and view all the answers

    What type of information can be found in the Device Info section?

    <p>Warranty information</p> Signup and view all the answers

    What is the Hub App?

    <p>A connection between the Workspace ONE console and the device</p> Signup and view all the answers

    How can you access your favorite and most-utilized pages within the UEM console?

    <p>By saving</p> Signup and view all the answers

    What should an associate do if they are prompted for Samsung Pass?

    <p>Do not click on it at this time</p> Signup and view all the answers

    What must associates do if prompted?

    <p>Set a passcode</p> Signup and view all the answers

    How often must the PIN be changed?

    <p>Every 180 days</p> Signup and view all the answers

    What should the associate do if the device is not part of the connected associate program?

    <p>Contact Field support</p> Signup and view all the answers

    How many device enrollments can an associate have?

    <p>Three</p> Signup and view all the answers

    What should an associate do if they are looking for an application that is not included in the application list?

    <p>Work with their People Lead</p> Signup and view all the answers

    What should you do if the problem persists?

    <p>Contact a senior agent at the Service Desk</p> Signup and view all the answers

    How do you reinstall the app?

    <p>Open the Work-managed Google Play Store</p> Signup and view all the answers

    What should be done if a salary member is having errors trying to report a device?

    <p>Escalate the device to L2 for wiping</p> Signup and view all the answers

    What can the associate use to unlock a Samsung XCover Pro phone?

    <p>Corresponding KB article</p> Signup and view all the answers

    What is the link to the Device Recovery Form?

    <p><a href="https://mytech.walmart.com/capp/managertools/terminations">https://mytech.walmart.com/capp/managertools/terminations</a></p> Signup and view all the answers

    What will happen once inventory levels are restored?

    <p>Bulk orders will be turned on</p> Signup and view all the answers

    How do you uninstall and reinstall the app?

    <p>Open Settings and tap Apps</p> Signup and view all the answers

    What is the Rule of 3?

    <p>The number of devices enrolled is equal to or greater than the number of users</p> Signup and view all the answers

    What action should be performed when reporting a lost or stolen device?

    <p>Report the device as “Lost” in MyTech</p> Signup and view all the answers

    What is necessary for an associate to login to the One Walmart(WIRE)?

    <p>Their Walmart password</p> Signup and view all the answers

    What can you do with global search?

    <p>Search for devices, users, and accounts</p> Signup and view all the answers

    How can the associate validate an IMEI number if the device is not found in Workspace ONE (AirWatch)?

    <p>Use the IMEI Store report</p> Signup and view all the answers

    What should the associate do if they have not already set up an account in Workspace One (AirWatch)?

    <p>Join the Active Directory group</p> Signup and view all the answers

    What is the Rule of 3?

    <p>The number of devices enrolled is equal to or greater than the number of devices licensed for the organization group.</p> Signup and view all the answers

    What should you do if the problem persists?

    <p>Contact a senior agent at the Service Desk for assistance</p> Signup and view all the answers

    What should be done before wiping a device?

    <p>Obtain the associate's permission</p> Signup and view all the answers

    What should you do if you see an enrolled phone with a compliance violation?

    <p>Validate if the PIN is set.</p> Signup and view all the answers

    What is Device Staging?

    <p>A process of staging a device quickly to enroll and prepare it for production use</p> Signup and view all the answers

    What is the Walmart Knowledge ID when reporting a lost or stolen device?

    <p>KB1130375</p> Signup and view all the answers

    What should you do if the app is frozen or not working?

    <p>Uninstall and reinstall the app</p> Signup and view all the answers

    What is the key fact from the text above?

    <p>The associate should have an account in Workspace One (AirWatch</p> Signup and view all the answers

    What should you do if the app won't connect to a Wi-Fi network?

    <p>See Problem: Single Device not connecting to Wi-Fi</p> Signup and view all the answers

    How many devices can a Walmart Associate enroll at a time?

    <p>Three</p> Signup and view all the answers

    What is Knox Guard?

    <p>A Walmart policy</p> Signup and view all the answers

    Study Notes

    • Walmart has partnered with Insight to deploy, support and retrieve 15,000 Samsung Galaxy X Cover Pro mobile devices to 100 pilot stores.

    • Initial manual processes and procedures in place at go-live will be replaced as we mature our tool set and develop various integrations.

    • Throughout this engagement, the Insight service desk team will be working closely with the following teams:

    • The associate experience

    • The Samsung phone is a new benefit.

    • Contact with Insight needs to be as seamless as possible.

    • Issue during the associate start-up process need to be resolved quickly.

    • Time to resolve all clients want us to quickly resolve issues. Walmart is no exception.

    • Hourly associates need to get back to their work assignments as quickly as possible.

    • Associate Device Set Up or How to Questions

    • There is a process every associate must complete upon receiving their phone to set up the work section of their phone.

    • Failure to set up the phone and set a passcode will result in the phone being disabled.

    • There are many How To knowledge articles available to assist users with basic questions.

    • Something is Broken

    • When a phone is dropped, comes into contact with water, or has damage such as a broken screen, you will initiate an advanced exchange.

    • It’s important to ask the associate how the phone was damaged. For example, if the phone suddenly doesn’t turn on, Samsung needs to know if it was dropped.

    • While no approvals are required to exchange a broken device, you may need to do some basic troubleshooting for devices that won’t turn on or charge.

    • Lost/Stolen,

    • Retrieval

    • Devices that are lost, stolen or need to be sent back to Insight due to a termination must first be approved.

    • The associate or manager will need to enter a ticket into MyTech (Walmart’s Self-Service site)

    • MyTech will obtain the approvals and assign Insight tasks.

    • Service desk will send notifications to sales or order materials for a retrieval.

    • Walmart

    • ServiceNow – all tickets and tasks will be managed in Walmart’s ServiceNow System.

    • WorkspaceONE (AirWatch) – Read only access to view device status and apps.

    • Digital Workspace (DWS Virtual Desktop) - provides access to Walmart's Internal Network.

    • Identity Dashboard – this verification tool is used to ensure phones are unlocked for valid associates only.

    • Insight

    • Knowledge – knowledge articles will be accessible from Insight’s ServiceNow site at https://services-na.insight.com/.

    • Device Order Bot – used for Lifecycle or Depot Fulfillment Event (Deployment, Advanced Exchange,

    • Insight provides device replacement for employees who are terminated, a broken device is sent for repair, or a lost or stolen device is recovered.

    • An advanced exchange order is placed through the STARs system, and a retrieval order is placed through the system when a device is coming back to Insight.

    • Devices can only be shipped to a Walmart facility to the attention of the store manager.

    • Associates must turn in their devices upon employment termination.

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