IM AGENT - HOT POTATO -- IM Survey - GVL + DR

Objective: To assist with the improvement of Decision Tree. ***If you do not know you can use Decision Tree or put “I do not know” (DO NOT USE GOOGLE)***
Name: 


A red asterisk (*) indicates required questions.

  1. Have you ever heard of Safe Mode on Samsung phones?*
    Yes
    No


  1. Under what device issues would you use Safe Mode in troubleshooting?*


  1. Please describe how to put a Samsung phone into Safe Mode?*


  1. Have you ever heard of Simulated Battery Pull / Alternate Battery Pull on our latest uni-body smartphones?*
    Yes
    No


  1. What steps do you take to resolve a Samsung device that is frozen or that has a blank display?*


  1. Why would removing SD Card be helpful in resolving a smartphone with a blank display?*


  1. If removing the SD card could not be done, how else can this be accomplished?*


  1. On what Android OS’s would you need to remove/unmount the SD card prior to using Safe Mode?*


  1. What are Samsung Star Codes? *


  1. How can the Star Codes help you along with Remote support a Samsung smartphone?*





Alorica Training
Training Department
Alorica, Inc.
Simpsonville, SC