Questions

1. What other name is used for the department in charge of providing technical support to
customers?
R. tier 2

2. Which department resolves communications sent to them by customers via email or by

writing a letter to the president of Samsung and also resolves media issues, attorney
general and Better Business Bureau complaints?
R. OOP

3. True or false, 1K General transactions are used when customers call with technical
concerns or when they need to troubleshoot their devices.
R. false

4. True or false, Service order transactions are used to assign specific cases to another group
within Samsung as defined by policy?
R. false

5. True or false, 7K transactions are the only type of transactions not created in GCIC.
R. true

6. What does it mean when a 7K transaction had been created for product?
R. this mean that the technician found the product as un-reparable because of factory
issue.

7. What transaction type is used to setup customer’s device for repair and can also be used
to setup exchange for customers.
R. 4k transaction

8. True or false, NCP (No charge Parts) is the designation for accessories that comes in the
box with a main product.
R. true

9. True or false, we create VOC Claim transactions to escalated cases to EMT or OOP when a
customer requests a solution outside of our policies.
R. false
10. True or false, GSPN is the software used by Samsung Electronics America contact centers
for call tracking.
R. false

11. True or false, Samsung repair centers are unable to see notes left on a customer’s account
using GCIC.
R. false

12. True or false, GCIC stands for Global Interaction Customer Center.
R. false

13. What is the service type available for customers to bring their product to a local repair
facility?
R. carry in

14. What is the name of service centers that receives products mailed into their facilities?
R. PS

15. True or false, if the model number of a Dish Washer is entered In GCIC, the service type
will automatically be In-Home.
R. true

16. What is the service type used when a store has a defective unit in its warehouse that
needs to be repaired?
R. SR

17. What is the service type available for TVs under 40” and smaller electronics?
R. PS PICK UP SRVICE

18. Name all the types of service centers in their correct hierarchy?
R. BE, MSC, ASC, CRC, NSC, AND SSD.

19. Which type of service center has alpha numeric codes?

R. BE

20. Under what section of GCIC do we start when creating a 1K ticket? 5K ticket?
R. TRANSACTION INFORMATION AND SERVICE REQUEST

21. What status should a service request be in when used to assign a case to a specific
department?
R. PENDING
22. What status on a service request allows for a 4K ticket to be created?
R. closed

23. When opening ASP, after logging in, which are the product categories that need to be
selected from OPTION 1?
R. 1 choose a product group/ product type

24. True or false, in ASP, MyFastlinks has customizable quick access to common resources.
R. true