STANDARD HHP RM PROCESS FOR INBOUND CALLS

Last Update date :2017.04.19

What is “Remote Consulting Service” ?

It is a remote support solution that enables C.C(Contact center) Agents to view and control customers mobile device remotely from his/her computer.

Hence diagnose and fix mobile problems remotely.

01 

 

There are three ways to connect

1. Wi-Fi

2. 3G/4G

3. USB cable (In this case needs a customer's PC03 

 

04 

 

 

05 

 

 

HOW TO CONDUCT AN RM ?

1. Log in with GCIC

2. When customer calls, you register the model on the system. (Correct model code

should be used).

3. Register as TA transaction.

4. RM Button will enable. Click on it to run the RM application

system 

 

05 

 

 LOG-IN WITH THE AVAILABLE USER ID AND ENTER UNIFORM PASSWORD :

 

Which RM ID to use?

 

Check the free ID from the link below:

 

http://eu.remotesamsung.com/agent/status_list

 

Best viewed thru Google Chrome

 

slide 9 

 

 

slide 10 

 

 

slide 11 

 

 

Useful Cases

 

There are useful consultant cases when using Remote consulting service.

Those cases are based on advice and experience of contact center agents.

 

Useful cases

No.

CASE

1

Set up an account like “Google/Samsung/Facebook/Instagram/Twitter/Dropbox, etc”

   ☞ This case is very useful for senior people and beginner of smart phone 

2

Network Setting like Wi-Fi , BT, APN

   ☞ Quickly find and understand people’s problems and Easily explain how to use it

   like  how to turn on/off, add network, pair/un-pair etc.

3

KIES Issues

   ☞ By using USB cable connection, check the status of PC and mobile

   ☞ Also you can install specific driver or PC software from SAMSUNG official website

   ☞ Easily guide how to backup customer’s data like contacts or pictures

4

 

 Application install and remove

   ☞ This case is very useful for senior people and beginner of smart phone

   ☞ Easily check Unknown source code option

   ☞ Setting the mobile ringtones 

5

Update Firmware version

   ☞ By using FOTA or KIES, give latest version customer

6

Counsel over the smart phone

   ☞ This case is very useful for specific and new functions like “Smart Switch”,

        “Quick Connect”

 

 

 slide 13 

Related Model Information

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