March 2016 KC Exam

1.

1 point

The following are the steps for Motion Launch Gestures Not Working (After Repair or Replacement) except for:

Escalate immediately to Tier 2

Ensure hibernation and standby modes are disabled for this maneuver. If the computer goes into hibernation or standby, the RUU may fail.

Locate the RUU for the device located on the HTC ROM Downloads page. Only the RUU for the latest software version of the user’s device should be downloaded and used.

Ensure the user’s data has been backed up as all user content will be deleted. Agents should offer to restore backed up information after performing the steps for RUU.

2.

1 point

True of False. We can provide the name of the repair center to the customer.

True

False

3.

1 point

True or False. Survey call spiel should be provided in each calls regardless if its resolve or not.

True

False

4.

1 point

When a customer receives their device from the repair center and has trouble activating their device, experts must assist the customer on the carrier website (if available) and active as a ‘new device’.

True

False

5.

1 point

True or False. For Nexus 9 Display Artifacting and Device Freezing during use, the following are applicable troubleshooting steps except for:

Proactively offer to SWAP the device

Escalate to Tier 2 team to continue to isolate the issue and explore RMA options

To temporarily resolve the issue, power cycle the device by holding the Power, Volume Up, and Volume Down buttons. After power cycling the device, advise the user to charge the device to 100% before using the device again.

Agents should isolate the issue against other device freezing issues and confirm another issue is not occurring. Confirm the issue is occurring only while the device is below 40%, and the device display is distorting, artifacting, or otherwise glitching when the issue occurs.

6.

1 point

True or False. If the customer purchased the device on March 5. 2016, they can still avail of the Uh-Oh Protection Program.

True

False

7.

1 point

True or False. Efficiency - Displayed excessive dead air (accumulated 20 seconds)

True

False

8.

1 point

True or False. Effective 03/29/16, the option for Repair-C4 Onsite Exchange has been removed. We will set up SWAP-C4 Onsite Exchange especially for RE Camera.

True

False

9.

1 point

The following are needed to be verified if the customer is calling about PPL resend except for one:

Email Address

Passed TAT of 48 hours

Premium Device should be booked

Immediately escalate to Tier 2

10.

1 point

True or False. If a customer calls in and wants to have a RMA ticket setup for a DEMO UNIT, we can create an RMA ticket for the customer

True

False