HHP RM Checklist

Last Update date :2017.04.19

HHP RM CHECKLIST FOR HHP AGENTS

The checklist will help you decide if the issue can be check thru Remote Management

        Determine if the inquiry is GA or TA. If TA, proceed to next step

GA

TA

-Repair Follow up

-Service Center location

-Product Feature/Specs

-Accessories availability

-Marketing/Sales Inquiry

-Offering suggestions

-Asking for repair costs

-Looking for user manual

-Asking for installation and delivery

-Inquiring about Showroom

-Inquiring about promotions/ads

-Inquiring for discounts  

-Warranty Status

-Samsung Service Events

-Lost Mobile

-General Complaints

 

-Embedded Application issues

-3rd party application issues

-Audio problem

-Display issue

-Touch screen issue

-Internet connectivity

-Device lock

-Physical Damage

-Power Issues/Fast Battery Drain

-Software update problem

-Play store and Galaxy Apps problem

-Inquiry on how to use the device

-Settings

-overheating

-camera problem

-alarm/vibrate

-touch pad/physical keys issue

-connectivity with Kies/Smart switch

-GPS

 

 

        Check if the TA symptom can be served thru HHP RM

OK For RM

RM not possible

-embedded application issue

-3rd party application issue

-asking for tutorial

-installation issues

-internet connection issues

-e-mail set-up

-touch screen issue with either finger or s-pen works

-fast battery drain

-overheating

-audio problem

-microphone problem

-camera problem

-display issue/color issue

-alarm/vibrate

-touch pad and physical keys issue

-connectivity with Kies/SmartSwitch

-GPS

-Setup of beIn Sports, Shahid, Netflix

-device was totally locked

-device has no power

-device does not boot up

-touch screen is not responding with both finger or S-pen

-broken screen/physical damage

-totally hanging

 

        If customer wants Urgent RM and Smart tutor is installed, proceed with opening the RM application in GCIC.

        If customer has no Smart Tutor, educate on how to install and use. Proceed with opening the RM application in GCIC.

        Provide the customer the 6 digit code.

        Proceed with consultation

        Is the consultation taking long time?

-    If yes, recommend to be contacted by advanced RM agent. Put the status to pending.

-    If no, proceed with consultation.

 List of Cases possible to take time for consultation via RM (recommend to assign directly for outbound call)

List of cases possible to take time with RM but inbound agents has to execute RM on the spot. (troubleshoot first)

-    Set up of office Email configuration

-    Special needs customers

-    Customer inquires of 3 or more issues in the phone.

-    Set up of BEin Sports and Shahid application

-    Reported cases which is requested to take logs

-    Set up of beIn Sports, Galaxy Entertainer, Shahid, Netflix, Crunchyroll.

-    Overheating issue.

 

 

 

Related Model Information

GT-I8910CDGXSG, GT-I8910CDTXSG, GT-I8910DKAXSG, GT-I8910DKBXSG, GT-I8910DKCXSG, GT-I8910DKJXSG, GT-I8910DKXXSG, GT-I8910XNGXSG, GT-I8910XNTXSG, GT-I9003MKAXSG, GT-I9100LKAXSG, GT-I9100LKEXSG, GT-I9190ZKAXSG, GT-I9190ZWAXSG, GT-I9195ZBAXSG, GT-I9195ZKAXSG, GT-I9195ZNAXSG, GT-I9195ZOAXSG, GT-I9195ZPAXSG, GT-I9195ZRAXSG, GT-I9195ZWAXSG, GT-I9295ZAAXSI, GT-I9295ZBAXSI, GT-I9295ZOAXSI, GT-I9300GRDXSG, GT-I9300MBAXSG, GT-I9300MBDXSG, GT-I9300MBEXSG, GT-I9300MBXXSG, GT-I9300OKDXSG, GT-I9300RWAXSG, GT-I9300RWDXSG, GT-I9300RWEXSG, GT-I9300RWXXSG, GT-I9300TADXSG, GT-I9300ZKAXSG, GT-I9300ZKDXSG, GT-I9300ZNDXSG, GT-I9305MBDXST, GT-I9305OKDXST, GT-I9305RWDXST, GT-I9305TADXST, GT-I9500GNAXSG, GT-I9500HIAXSG, GT-I9500ZBAXSG, GT-I9500ZKAXSG, GT-I9500ZNAXSG, GT-I9500ZPAXSG, GT-I9500ZRAXSG, GT-I9500ZWAXSG, GT-I9505GNAXSI, GT-I9505GNAXST, GT-I9505HIAXSI, GT-I9505HIAXSN, GT-I9505HIAXST, GT-I9505ZKAXSI, GT-I9505ZKAXST, GT-I9505ZKXXSG, GT-I9505ZNAXSI, GT-I9505ZPAXSI, GT-I9505ZWAXSI, GT-I9505ZWAXST, GT-I9505ZWXXSG, GT-S5303ZKAXSG, GT-S5303ZWAXSG, GT-S5310BKAXSG, GT-S5310MSAXSG, GT-S5310RWAXSG, GT-S5312MSAXSG, GT-S5360MAAXSG, GT-S5360MASXSG, GT-S5360OIAXSG, GT-S5360TKAXSG, GT-S5360UWAXSG, GT-S5570AAAXSG, GT-S5570CWAXSG, GT-S5570EGAXSG, GT-S5570MAAXSG, GT-S5570MOAXSG, GT-S5830OKAXSG, GT-S5830PPAXSG, GT-S5830RWAXSG, GT-S5830RWJXSG, GT-S6310ZWAXSG, GT-S6312DBAXSG, GT-S6312MSAXSG, GT-S6312WRAXSG, GT-S6312ZWAXSG, GT-S6802CWAXSG, GT-S6802HKAXSG, GT-S6802ZIAXSG, GT-S6802ZKAXSG, GT-S6802ZOAXSG, GT-S6810MBAXSG, GT-S6810PWAXSG, GT-S7270HKAXSG, GT-S7270UWAXSG, GT-S7270WRAXSG, GT-S7275HKNXSG, GT-S7275UWNXSG, GT-S7275WRNXSG, GT-S7392MKAXSG, GT-S7392RWAXSG, GT-S7392WRAXSG, GT-S7562UWAXSG, GT-S7562ZKAXSG, GT-S7582UWAXSG, GT-S7582ZKAXSG, SM-A300FZBDXSG, SM-A300FZDDXSG, SM-A300FZKDXSG, SM-A300FZSDXSG, SM-A300FZWDXSG, SM-A300HZDAXSG, SM-A300HZKAXSG, SM-A300HZSAXSG, SM-A300HZWAXSG, SM-A310FZDDXSG, SM-A310FZKDXSG, SM-A310FZWDXSG, SM-A310XZDAXSG, SM-A310XZKAXSG, SM-A500FZBDXSG, SM-A500FZDDXSG, SM-A500FZIDXSG, SM-A500FZKDXSG, SM-A500FZSDXSG, SM-A500FZWAXSG, SM-A500FZWDXSG, SM-A500HZDAXSG, SM-A500HZKAXSG, SM-A500HZSAXSG, SM-A500HZWAXSG, SM-A500XZKZXSG, SM-A500XZWZXSG, SM-A510FEDFXSG, SM-A510FZDFXSG, SM-A510FZKFXSG, SM-A510FZWFXSG, SM-A510XZDAXSG, SM-A510XZKAXSG, SM-A700FZDDXSG, SM-A700FZKDXSG, SM-A700FZWDXSG, SM-A700XZKZXSG, SM-A700XZWZXSG, SM-A710FEDFXSG, SM-A710FZDFXSG, SM-A710FZKFXSG, SM-A710FZWFXSG, SM-A710XZDAXSG, SM-A710XZKAXSG, SM-A800FZDEXSG, SM-A800FZKEXSG, SM-A800FZWEXSG, SM-C1150ZKAXSG, SM-C1150ZWAXSG, SM-E500FZKDXSG, SM-E500FZNDXSG, SM-E500FZWDXSG, SM-E700FZBDXSG, SM-G130HZADXSG, SM-G130HZWDXSG, SM-G313FHAAXSG, SM-G313FRWAXSG, SM-G355HZKDXSG, SM-G357FZAZXSG, SM-G357FZWZXSG, SM-G360HHADXSG, SM-G360HZSDXSG, SM-G360HZWDXSG, SM-G361HHADXSG, SM-G361HZSDXSG, SM-G361HZWDXSG, SM-G530FZAAXSG, SM-G530FZWAXSG, SM-G531FZAAXSG, SM-G531FZDAXSG, SM-G531FZWAXSG, SM-G7102VBAXSG, SM-G7102ZDAXSG, SM-G7102ZKAXSG, SM-G7102ZWAXSG, SM-G850FHSEXSG, SM-G850FZBEXSG, SM-G850FZDEXSG, SM-G850FZKEXSG, SM-G850FZWEXSG, SM-G900FZBAXSG, SM-G900FZBEXSG, SM-G900FZDAXSG, SM-G900FZDEXSG, SM-G900FZKAXSG, SM-G900FZKEXSG, SM-G900FZWAXSG, SM-G900FZWEXSG, SM-G900HZBAXSG, SM-G900HZDAXSG, SM-G900HZKAXSG, SM-G900HZWAXSG, SM-G920FZBAXSG, SM-G920FZBEXSG, SM-G920FZDAXSG, SM-G920FZDEXSG, SM-G920FZKAXSG, SM-G920FZKEXSG, SM-G920FZWAXSG, SM-G920FZWEXSG, SM-G925FZDAXSG, SM-G925FZDEXSG, SM-G925FZDFXSG, SM-G925FZGAXSG, SM-G925FZGEXSG, SM-G925FZGFXSG, SM-G925FZKAXSG, SM-G925FZKEXSG, SM-G925FZKFXSG, SM-G925FZWAXSG, SM-G925FZWEXSG, SM-G925FZWFXSG, SM-G928CZDAXSG, SM-G928CZDEXSG, SM-G928CZKAXSG, SM-G928CZKEXSG, SM-G928CZSAXSG, SM-G928CZSEXSG, SM-G928CZWAXSG, SM-G928CZWEXSG, SM-G930FEDAXSG, SM-G930FZDAXSG, SM-G930FZKAXSG, SM-G930FZSAXSG, SM-G935FZDAXSG, SM-G935FZKAXSG, SM-G935FZSAXSG, SM-J100FZBDXSG, SM-J100FZKDXSG, SM-J100FZWDXSG, SM-J110FZBAXSG, SM-J110FZBDXSG, SM-J110FZKAXSG, SM-J110FZKDXSG, SM-J110FZWAXSG, SM-J110FZWDXSG, SM-J110HZBDXSG, SM-J110HZKDXSG, SM-J110HZWDXSG, SM-J200FZDDXSG, SM-J200FZKDXSG, SM-J200FZWDXSG, SM-J500HZDDXSG, SM-J500HZKDXSG, SM-J500HZWDXSG, SM-J700FZDDXSG, SM-J700FZKDXSG, SM-J700FZWDXSG, SM-J700HZDDXSG, SM-J700HZKDXSG, SM-J700HZWDXSG, SM-J710FZDDXSG, SM-N7502ZGAXSG, SM-N7502ZKAXSG, SM-N7502ZWAXSG, SM-N7505ZGAXSG, SM-N7505ZKAXSG, SM-N7505ZWAXSG, SM-N9000ZIEXSG, SM-N9000ZKEXSG, SM-N9000ZWEXSG, SM-N9005ZKEXSI, SM-N9005ZREXSI, SM-N9005ZWEXSI, SM-N910CZDEXSG, SM-N910CZIEXSG, SM-N910CZKEXSG, SM-N910CZWEXSG, SM-N915FZKEXSG, SM-N915FZWEXSG, SM-N920CEDAXSG, SM-N920CEDEXSG, SM-N920CZDAXSG, SM-N920CZDEXSG, SM-N920CZKAXSG, SM-N920CZKEXSG, SM-N920CZSAXSG, SM-N920CZSEXSG, SM-N920CZWAXSG, SM-N920CZWEXSG,

Contents Satisfaction Survey