INTRODUCTION TO BIXBY

A Smarter Way to Use Your Phone

This 45 minute course is designed to introduce agents to Bixby, Samsung’s decision on flagship Samsung devices. The purpose of
this course is to help agents understand the power of Bixby, how to properly support Bixby, how to answer general questions
related to Bixby, and the history of voice assistants on Samsung devices.
Say: During this training session we are going to discuss Bixby, Samsung’s decision engine on our flagship devices. We are going
to spend about 45 minutes exploring the history of voice assistants on Samsung devices, review why Bixby is so much more than a
voice assistant, learn some important support information for Bixby, and discuss how to effectively use Bixby. Let’s get started.
In this training your will learn about Bixby.
● VOICE ASSISTANT HISTORY
History, Versions, Overview and More

● DECISION ENGINE
Initial Setup, Access, Backup

● SUPPORTING BIXBY
Configuration, Usage and impacts.

● TO THE FUTURE
Menus, Updates, Initial Setup Restore
Say: As we get started, we will begin with a historical review of Samsung’s voice assistants and the evolution to Bixby. Once we understand a brief
history of how we got here, we will explore Bixby, Samsung’s decision engine. Bixby is so much more than a voice assistant and is deeply
embedded and integrated with Samsung products. After an introduction to Bixby, we will review some important troubleshooting and support-related
information concerning Bixby. Lastly, we will explore what’s next for Bixby and our artificial intelligence on our flagship devices.
After this training
● REHEARSE
The evolution of the Samsung Voice Assistant

● DISCUSS
What makes Bixby different

● EXPLAIN
Top Bixby features and Use Cases

● SUPPORT
Common Bixby Troubleshooting
Say: After today’s training you will be able to rehearse the evolution of Samsung voice assistants. You will be able to discuss what
makes Bixby different and some of the features of the latest Bixby update. You will be able to explain the top Bixby features and
give some common use cases. You will be able to support common Bixby troubleshooting steps.
VOICE ASSISTANT HISTORY
Say: As we get started today we need to understand a brief history of Samsung’s voice assistants. Bixby is the latest in a generation of powerful
assistants designed to give customers control over their device with their voice. Bixby is really in a class of it’s own since it is a voice assistant +
artificial intelligence + a decision engine. Ask: Do I have any Star Trek or Iron Man fans in the house?? Say: Although Bixby isn’t Jarvis yet, you’d
be surprised where we are headed. Before we get there though, let’s start by taking a look at where it all began.
Say: S Voice, originally released on the Galaxy S3 in May of 2012, was designed to serve as a voice assistant for Samsung
devices. Though simple by today’s standards, S Voice was a powerful addition to Samsung products in 2012. It’s hard to believe
that over 7 years later that it all started with a service that seems ancient today!
S Voice featured: (enumerated above)
Although S Voice was a powerful solution at the time, it was developed in partnership with outside companies and never truly a
fully home grown, native Samsung application.
Resources: What is S Voice? - https://www.samsung.com/global/galaxy/what-is/s-voice/

DECISION ENGINE
Say: Now that we understand where it all started, let’s take a look at Samsung’s decision engine, Bixby. We’ll start with a quick video
introduction to Bixby!
—-----------PLAY THE VIDEO—-------
Say: I get excited just watching this video! We’ll get a chance to play with Bixby together soon… I can’t wait to show you all the features.
Let’s talk more about why Bixby is special.
BIXBY
● Samsung’s intelligent assistant.
● Bixby understands natural language. Just talk like you would to a friend.
● Bixby understands context too, so it can follow a conversation.
● Bixby works with apps you love, so you can do more, smarter.
● It can find you a table and book it too.
● Bixby learns what you like to be more helpful over time.
● Tell bixby the kind of ride you prefer once, and it remember next time.
● It can simplify your daily routines too. Just give the command. And let bixby do the rest.

Say: As we begin to look at the latest voice assistant on Samsung flagship devices, Bixby, you’ll notice I refer to it as a decision
engine. Bixby is more than a voice assistant, more than just artificial intelligence, Bixby is a powerful, deeply embedded companion
that learns what you like to do and works with your favorite apps and services to help you get more done.
Say: After the migration from S Voice to Bixby, Samsung wasn’t finished making our assistant the most powerful ever. Rightfully called “Bixby 2.0”,
Bixby found the form we find today by being rebuilt from the ground up with one end goal in mind: say less, do more. Bixby is designed to function
as a virtual assistant that is as smart as it is functional. Deeply integrated and embedded throughout the device and connected with Samsung’s
eco-system, Bixby is the future of controlling your Samsung devices.

Say: Over the years, Bixby has continued to grow and evolve adding on even more capabilities between Bixby and Customer
allowing them to conveniently customize the device to work, with how they work.

Say: First up, is accessing Bixby. If the customer doesn’t go through the Bixby Setup during the Initial setup of their device, they will
need to setup Bixby Voice Wake up to be able to use voice commands. Customers can skip past this step during the setup, but
they will have to press and hold the Bixby button, Side key or swipe right on their device to access the Bixby Home Screen.
 - On most older devices like the S10 or lower, the customer will have a dedicated Bixby button on the left hand side of
their device.
- On newer models like the Note 10 and higher, the customer will have a Side key button. This button can be customized
to open Bixby or perform other actions
You can also access Bixby by swiping right on the screen, but be careful because depending on the device, this could launch
Samsung Free.
The customer will need to log into their Samsung account in order to use Bixby.

Say: As seen in previous discussions, once setup, users can access Bixby by voicing their command. They can say things like
“Hey Bixby, open the Camera” or “Hey Bixby, Set a reminder for 2:30” and Bixby will do just that, but in order to have the Voice
Wake-up option, the customer must go through and enable the feature.
As you see in the video, at first Bixby had to be accessed by pressing the Side key button. Once Bixby is open, you can access the
Settings by selecting the Settings icon in the right bottom corner.
(Play Video)
In the Settings Menu, you can turn on the Voice Wake up option which will enable the user to simply say “Hi, Bixby” and voice their
command. The customer can also set Bixby so that it recognizes their voice, user can get ability to voice commands even while the
speakers are being used, and also voice commands without waiting for the sound feedback.
Say: The Settings Menu can also be accessed through the Discover page. Users can access many different things in the Discover
menu like tips and tricks on how to use Bixby in different ways, Bixby commands provided by other Bixby users, Bixby conversation
history, and Bixby software updates.

Say: The Settings Menu can also be accessed through the Discover page. Users can access many different things in the Discover
menu like tips and tricks on how to use Bixby in different ways, Bixby commands provided by other Bixby users, Bixby conversation
history, and Bixby software updates.
BIXBY VOICE SUPPORT
Say: Bixby can be used to do many different things with just the sound of our voice, but what do you do when it doesn’t work?
That’s where we come in!

If Bixby voice isn’t working, there are a few things we can do to improve the voice command accuracy. We can try voice recordings,
adding new voice recordings, and changing the sensitivity setting. In order for the customer to make changes in the Voice Wake-up
Settings, they have to enable the Voice Wake-up feature. If they do not enable this feature, these options will be greyed out and
unavailable. Enable Voice Wake-up and you will see a list of additional settings that can be adjusted.
- Recognize Voice: Users can teach Bixby to recognize and respond to their voice.

- Wake-up Sensitivity: Set the Bixby voice wake-up sensitivity. (Note: When adjusting the sensitivity level, keep in mind
that the higher the sensitivity settings, the more you can have issues with unintentional Bixby wake-ups.)

- Improve voice wake-up accuracy: Users can record their voice in different 16 areas where they usually use Bixby to
improve Bixby recognition. The more voice recordings a user has, the more accurate Bixby will get

- Delete Voice Recordings: Customers can delete voice recordings that have been saved, and then recreate new
recordings, but remember that if the voice recordings are deleted, Bixby won’t be able to recognize the customer

If your customer is having an issue with Bixby Voice Commands not working, they will need to go through and complete
adjustments and test. If it still isn’t working after testing, what else can we do? (Agents should open Bixby to find the answer) -

Answer: Reset the Bixby App to default settings

ASP Article: Bixby Voice Commands are not working
ASK: How do we reset the Bixby application? (Allow agents to provide their answer)
ASP Article: Reset Bixby on your Samsung phone or tablet (Discuss ASP Article with class)
Say: Another common Bixby call you may receive will be in regards to the Bixby language or voice style. With Samsung being all
about personalization, users can customize Bixby to work the best way for them. Included in these customizations are the ability to
change the language and voice style of the Bixby Assistant.

In order to customize these options, you will need to access the Bixby Settings Menu.
➔ - Open Bixby by pressing and holding the Bixby button, swiping right on some devices, or by using the Side
Key and selecting the Bixby Settings icon
◆ - If pressing the Bixby Button or swiping right on the screen, you will be brought to the Discover page.
Tap the more menu (three dots on right hand side to access the settings)

◆ - Next, tap Language and voice style - Bixby currently supports 10 different languages and has 4
available Voice styles that can be used 17

◆ - It’s important to remember that with these settings, they can vary depending on the product and
version of Bixby the device currently supports.
Say: Another great feature with Bixby is the Bixby Alarm. Users can set a Bixby Alarm to read the time, news and weather when
the normal alarm goes off. A common scenario around the alarm is that it isn’t working or not going off when set for a specific time.
There are a few troubleshooting steps we can complete to resolve the issue.

First, the customer must understand that in order for them to use Bixby Alarms, they must first setup Bixby Voice. If the customer
hasn’t enabled the Bixby Voice option, they will not be able to use the Bixby alarms.

Another thing to explain to the customer is that once the alarm is set and active, if they snooze the alarm, then it will not read the
information again on the second ring. The customer will only be able to hear the news, weather, and time details the very first time
the Bixby alarm goes off.

Next, have the customer set a test alarm and see if it works. If still not working, we will need to make sure the apps are up to date
and then complete a Bixby reset. Once the reset is complete, the customer will need to go back in and enable Bixby Voice and
re-create the alarm to test.

Say: A very popular feature request for Bixby is it’s compatibility with 3rd party apps. Users can use Bixby to access many different
apps on the device, but may run into the issue with some apps not working properly or not at all.

Customers can visit

https://www.samsung.com/us/explore/bixby/apps/ to find more information regarding the compatible apps to use with Bixby.

(Tie it Together Activity – 5 to 10 minutes)

Say: Now that we understand how Bixby works and how we can support it, let’s stop for a moment and have a class discussion.

What are some things you could see yourself using Bixby to do? (Allow participants to share their answers and have a short class
discussion)

Trainer Tip: If you use Bixby, share your experience with Bixby and how you use the feature.

SAY: Now that we know more about Bixby Voice, let’s take a quick look at some other Bixby Features available
BIXBY VISION
Say: Have you ever looked at something and couldn’t figure out what you’re looking at or wished you could find more information
on it? Well Bixby Vision can help with just that! Let’s take a look at this a little further!

SAY: Bixby Vision is an assistance that gives you information about a picture or image. It can be used to identify a certain image, to
translate text, scanning QR codes, and can even help do some online shopping.

Users can use Bixby Vision to get more information on an image or picture in the Camera viewfinder, Gallery, and Samsung
Internet.

As you see here in this video, the item being identified is a pair of Galaxy Buds2.

To access Bixby Vision through the Camera Viewfinder, simply open the Camera app and select the More option. Once open,
select Bixby Vision. Next aim the lens at the item, and it will begin locating the item. Once information is available, select it and look
through things that are similar to it

To access Bixby Vision using an image in the Gallery, simply open the Gallery and select the desired image. Press and hold on that
image, and then select Bixby Vision. From this point, it will begin searching for the item and will show you things that are similar.
The same thing goes for Samsung Internet. Open the website and press and hold down on an image. When you get the pop-up,
select 22 Bixby vision and allow it to begin searching for that item or image.
SAY: Not only can Bixby Vision locate an image or picture and provide similar information, you can also use the Bixby
lenses to do other things like copy text from a webpage and paste in the clipboard and also translate information.

Lenses are accessed the same, but do different things

Read details on page and show video

Classroom (Activity Instructions) Activity Time: 30 Minutes

.The purpose of this activity is to introduce all the agents to the primary features of Bixby and to help agents
understand how to interact with Bixby. Split your class in to groups based off the number of devices available. Assign
each group to a starting station and rotate them every 5 minutes. Assign each station a feature to test

Instructions:
● Split class in to groups based off number of available devices
● Each group should rotate to each device for 5 minutes and explore different Bixby functions.

Say: Now that we know more about how powerful Bixby is and how deeply integrated it is in to our flagship devices,
let’s spend some time getting to know Bixby personally! We are going to split in to groups and explore some fun
functions of Bixby and then we will discuss as a group.

Digital/Remote (Activity Instructions) Activity Time: 30 Minutes

Instructions:
● Split the class up by having them count off 1-2
● Assign the first group to review and be prepared to discuss the primary features of Bixby as listed on
https://www.samsung.com/us/explore/bixby/ (Bixby Routines, Galaxy Control, Quick Commands, IoT Device
Control, Bixby for Everyone,)
● Assign the second group to review and be prepared to discuss the primary features of Bixby Vision (Bixby
Sees) as listed on https://www.samsung.com/us/explore/bixby/sees/
Say: Now that we know more about how powerful Bixby is and how deeply integrated it is in to our flagship
devices, let’s spend some time reviewing the Bixby microsites to learn even more! We will split up the two
primary functions of Bixby between you all, have you review to learn more about Bixby, and then we will
discuss as a group!
SMARTTHINGS APP
Add a Little Smartness to Your Things
In this training you will learn about SmartThings,
● SMARTTHINGS OVERVIEW
Overview, Technology, Partners, etc.
● SUPPORT SCENARIOS
How you support SmartThings Customers
After this training you will be able to:
● EXPLAIN
What is SmartThings Is?
● DISCUSS
How to Manage the SmartThings Dashboard
● COMPLETE
SmartThings support scope
SMARTTHINGS OVERVIEW
3rd PARTY APPS
A Universe of Possibilities
In this training you will learn about 3rd Party Apps
● 3rd PARTY APP BASICS
Play Store, Galaxy Store, Preloaded, etc

● APP PERMISSIONS
The Impact of App Permissions

● SUPPORT SCENARIOS
What to Do with Errors or Problems
After this training:
● REHEARSE
Recommended App Sources

● DISCUSS
App Permissions and Device Impact

● EXPLAIN
Common Support Steps
3rd PARTY APP BASICS

Say: As we begin to talk about 3rd party apps, there are some important milestones and reminders we need to start with. First,
although many people refer to the “App Store” when they discuss downloading 3rd party apps, the App Store is the official title of
Apple’s application market. Although customers may use the terminology interchangeably, when we refer to application market on
Samsung devices, we would want to use Google Play or the Galaxy Store to do so
Say: The Play Store, Google’s official Android app source is a powerful collection of 3rd party applications meant to enhance and
expand the customer’s experience with our devices. The Play Store breaks all apps down into two major categories: Games and
Apps. Featuring over 50 combined sub-categories, there are truly apps to meet everyone's needs.

Ask: What different categories do you think games are broken up in? (Action, adventure, arcade, board, card, casino, casual,
educational, music, puzzle, racing, role playing, simulation, sports, strategy, trivia, and world).

What categories do you think apps are broken up in? (Art & Design, augmented reality, auto & vehicles, beauty, books & reference,
business, comics, communication, dating, education, entertainment, events, family, finance, food & drink, games, Google Cast,
health & fitness, house & home, libraries & demo, lifestyle, maps & navigation, medical, music & auto, news & magazines,
parenting, personalization, photography, productivity, shopping, social, sports, tools, travel & local, video players & editors, wear
OS by Google, weather)

Say: The Galaxy Store is Samsung’s official content store. Although the Galaxy Store shares some important similarities with the
Play Store, there are also some important distinctions. One big differentiator is that the Galaxy Store houses themes, fonts,
stickers, and AR content
Say: In addition to the Play Store and the Galaxy Store customers have access to download apps from dozens of 3rd party app
sources. Customers may have several reasons for downloading apps outside of the preferred methods.

Customer’s may use unknown sources for:

● Downloading apps not published in the Play Store or Galaxy Store
● Installing apps from employers
● Participating in closed betas with unpublished apps
It isn’t recommended to download apps from untrusted or unverified sources as you could open your device up to malware or
unexpected results

Say: One thing to remember is that sometimes Samsung or carriers preload certain apps, including games, productivity apps,
maintenance apps, etc. Just because these apps are preloaded does not mean they are system apps. Sometimes apps are
“post-loaded” or loaded during the initial activation process using apps like DT Ignite. Other times 3rd party apps are added to the
carrier specific software.

APP PERMISSIONS
Say: Now that we understand more about the history of both the Play Store and the Galaxy Store, it’s time to take a closer look at
app permissions.

Ask: What is the first thing I have to do when I download an app from the Play Store? (Answer: Accept permissions) With changes
Google has made to requirements for app developers, customers may no longer have to accept all or any permissions before
downloading but accept permissions when accessing the app or when the app needs them to function.

Let’s take a closer look at what we mean when we say “permission” and how this can impact the customer experience.
Say: When downloading 3rd party apps, one important topic are App Permissions. App developers are required to prompt end
users for permission to access certain elements of the phone if their app needs them to function. Although App Permissions have
evolved over the years, most apps now ask for permission when the app needs the specified permission for use. In the past, apps
asked for permission before the download would initiate, apps can now download without giving initial access to required
permissions.

Customers can modify permissions any time, even after download. Turning permissions on/off may negatively impact the app and
it’s ability to function as designed. App permissions are to hardware features and/or other apps.

Let’s take a quick look at an example of how customers are prompted with permissions using Samsung Pay. (Click to play video)

Say: Even if a customer has previously given an app permission, they can toggle it off later. Let’s take a quick look at how to
enable/disable permissions for each app.
1. Go to Apps > Settings
2. Biometrics and security
3. App permissions
4. Select the desired Hardware/App
5. Toggle permission On/Off as needed
Remember, customers can toggle off permissions accidently or without realizing the impacts it will have to their device. You can
even disable the default Camera app from accessing the camera hardware! No selfies for you!

(Tie it Together Activity – 5 to 10 minutes)

Say: Before we look at some possible support scenarios, let’s see if ASP can help us with questions related to 3rd party apps. I’m
calling in and reporting that suddenly there are ads on my lock screen of my Galaxy S20! I didn’t give Samsung permission to put
ads on my lock screen! Help…

(Give agents 2-3 minutes to access ASP and pull up the S22 and locate the How to remove ads from your lock screen article)

Ask: According to this article, how do I find the last used app in the Play Store?

(Answer: Navigate to and the open the Play Store. Tap Menu (three lines), and then tap My apps & games. Tap the Installed tab,
tap Sort by (reverse staircase), and then tap Last Used.)

ASK: Can I report apps that I believes are showing ads in violation with Google Play Store Policy? (Answer: Yes, by opening the
Play Store and selecting the more options button. Then selecting Flag as Inappropriate and submit.

Support scenarios

Say: Now that we know more about 3rd party apps, how to download them, where to get them from, and permissions, it’s important
to look through some different support scenarios when supporting 3rd party apps.
● Unable to download/install app – some apps are very large and by default will not download over cellular data. It is
possible that if the app won’t download or install, that it is too large to install over cellular data (check options in Play Store
or Galaxy Store). Also check to make sure the customer has enough free storage to download the app.
● Unexpected errors when using 3rd party app – if the customer experiences an unexpected error, it is possible they have
denied a permission previously and now the app cannot function. If possible, uninstall and reinstall the app to test.
● App doesn’t connect or load – if the app requires a data connection, ensure the customer is connected to Wi-Fi or mobile
data. If the app still won’t connect or load, make sure there are no data restrictions set in the Settings menu.
● 3rd party app doesn’t function as expected – Contact the App Developer for additional support. 17
● Log-in errors – Ensure the customer is using the correct username/password for the app. If the customer is unsure, have
them contact the app developer for additional support.
● App crashes, freezes, or runs slow or sluggish – check the App Issue Report to see if any errors are registered.
● Built-in features not functioning – certain 3rd party apps, like launchers, can disable built-in features on Samsung devices.
For example, Bixby is not compatible with most launchers, nor is Samsung Pay. There have been rare examples where
even features like fast charging don’t work with certain 3rd party apps on the device.
Classroom (Activity Instructions) Activity Time: 15 minutes Trainer Notes:
Some of these settings have been discussed, but if time allows, go through them again to ensure everyone understands

This activity is designed to help give agents a first hand look at the Play Store and the Galaxy Store. This activity is also designed
to help agents see how to enable/disable permissions for each app and to experience first hand the impacts of those changes.

Instructions:
● Split class in to groups based off number of available devices
● Have each group take turns downloading apps from the Play Store and the Galaxy Store
● Practice turning permissions on/off and test the results

Say: It’s time to explore 3rd party apps with some hands on exercises!

Digital/Remote (Activity Instructions) Activity Time: 15 minutes

This activity is designed to help give agents a first hand look at the Play Store and the Galaxy Store. This activity is also designed
to help agents see how to enable/disable permissions for each app and to experience first hand the impacts of those changes.
● Have agents access the Agent Service Portal at https://agent.samsungsupport.com/
● Have agents access a model with a simulator (S22 and higher)
● Complete the simulations under Apps o Download Apps from Samsung Galaxy Apps
○ Download Apps from Google Play Store
○ Update a Google Play Store App
○ Update Galaxy Apps o Uninstall an App
○ Clear App Cache and Data
○ Set Individual Permissions for Apps
○ Create a Folder to Organize Apps

SAMSUNG TROUBLESHOOTING BEST PRACTICES

Supporting The Galaxy

What are we learning?

Regardless of what you are troubleshooting, having a process and knowledge of what could go wrong is important.
What is safe mode? What are some of the support request you might encounter with Samsung Devices?
This module will cover:
● Basic Troubleshooting Flow
● Most Common Breaking Points
● Proper Safe Mode Utilization
● Display and Battery Troubleshooting Tips
● Samsung Self Help Resources
So how does this help me?
This module will help you become proficient in providing Level 1 troubleshooting support for Galaxy devices. This
training will help to equip you with critical best practices when providing support for some of the most common
reasons customers request help.

TROUBLESHOOTING ESSENTIALS
The Basics of Great Troubleshooting Support
Say: Although this troubleshooting flow isn’t meant to be an exhaustive explanation of how all scenarios will be handled, it is
designed to give you an approach that will help identify and resolve common root causes. Remember, if we fail to address the root
cause of a customer’s problem, they will experience other difficulties that could lead to repeat calls, reduced customer satisfaction,
increased average handle time, and escalated circumstances.

First, we need to make sure we actively listen to the customer. Don’t assume! Let the customer finish their explanation and only
ask clarifying questions as needed. Make sure to ask open ended questions when possible so you can give the customer time to
explain fully.

Confirm their issue. State it back how you understand the issue so the customer can clarify if needed. Remember to be patient and
empathetic when confirming the issue. One important reminder is to treat the customer how they want to be treated.

After you’ve confirmed the issue, evaluate the hardware of the device. Is there any damage you need to know about? Use caution
before troubleshooting 5 damaged devices, this type of scenario is not covered under warranty and we are unable to
support/troubleshoot damaged devices.

Lastly, before we proceed with troubleshooting we need to validate if the device has been rooted. Rooting means unauthorized
software modifications have been made to the device, voiding the warranty. If a device has been rooted we are unable to
support/troubleshoot.

Say: Once initial triage is complete, it’s time to start narrowing down the suspected cause. Although these aren’t the only possible
causes of problems, these are some of the primary categories you will experience.

Known App Issues – these are the types of issues related to problems from either preloaded or 3rd party apps but are known or
documented.
Unknown App Issues – again, this can be with preloaded or 3rd party apps but the problem is unknown or isn’t documented yet.
Unknown app issues are one of the most common root causes of customer frustration.

OS Issues – this type of cause is related to the operating system of the device and can be caused by a recent update, a failed
software update, etc.

Provisioning – this issue is network related and normally has little to do with the device itself.

Customer education – one common occurrence is related to customer education. These types of concerns can be resolved by
understanding the 6 customer’s concern and providing the appropriate information related to their concern.

Say: Now that we’ve successfully completed initial triage and have determined a suspected cause, its time to begin
troubleshooting. Our troubleshooting will vary depending on the suspected cause of the customer’s problem. Remember to retest
after each troubleshooting step to determine what fixed the customer’s issue.

(Click) With know app issues there are several important steps we might take. Because this is a “known” issue, its one we are
already aware of and most likely have steps to help resolve. (Click) With unknown app issues, the more common of the two we will
engage with, testing in safe mode is critical. In our testing we may need to uninstall certain apps and retest the device. Ultimately
we might need to do a factory data reset.

(Click) With OS issues we need to immediately check to ensure the device has the latest update. Be sure to make sure that
storage isn’t full on the device as this could cause unexpected errors and performance issues. You may need to have a firmware
recovery performed on the device.

(Click) Provisioning issues are normally carrier related. In these types of cases we would want to reboot and retest the device. If
possible, have the customer 7 check their online account to ensure they are provisioned for the feature or service in question.
Lastly, resetting network settings is a great way to start fresh for the device if anything has been changed. (Click) Lastly, make sure
to pay special attention for cases where customer education is necessary. You may need to verify the customer’s expectations (i.e.
how long they expect the battery to stay charged) VS real world performance (i.e. how long the battery is going to stay charged
with their usage pattern). Don’t forget to educate and empower the customer through self service options like Samsung Members
which we will discuss later in this training.
Say: Now that we’ve worked through an example of what a well established troubleshooting flow looks like, make a note of the
entire process flow. Don’t forget, having an established troubleshooting flow that consistently helps resolve customer concerns is
critical to creating a best in class experience. If you need to adjust or change any part of your flow, make sure to verify the impacts
on your overall resolution for the customer

Say: Now that we have a basic understanding of how a troubleshooting flow should function, its time to begin looking more
specifically and what ways our customers may have problems. These problems, or breaking points will help us begin classifying
the ways a customer may experience a concern with their device.
Say: Although the network breaking point is the primary responsibility of the carrier to remedy, understanding how network
problems can occur will be an important step in helping us support our customers. Using the troubleshooting flow to determine if
the network (provisioning) is the key root cause will help us in supporting the customer!

When troubleshooting network root causes, remember:

● Check for network outages using key resources like Agent Service Portal, OJT Updates (Possibly might have to refer to
carrier)
● Reset device settings, Network setting. Verify/check Access Point Names (APNs if incorrect refer to carrier for APN
update)
● Verify Mobile Data and Wi-Fi Connections (Does the issue happen on Cellular or Wi-Fi?
● Is the customer in a 5G market? ( Customer might have to check the carrier coverage map, some features require a 5G or
Wi-Fi connection)
● Is customer using a physical SIM or and E-sim? (Refer to carrier for this type of issues) (Each carrier has a different set
up process)

Say: The majority of support scenarios that we see will be centered around the software breaking point. This is the breaking point
we will spend most of our time talking about today. Remember that apps make up the majority of root causes with this problem
type.

When troubleshooting software root causes. What are the signs?:

● Phone runs slower.
● Apps taking longer to load
● Battery might drain faster.
● Lots of pop up adds
● Apps you do not remember downloading.
● Increased data usage.
● Possible higher phone bills.
● Contacts receiving unusual text messages from you.
Say: The last breaking point we need to discuss is the hardware breaking point. Although we would have already uncovered any
hardware damage during our initial troubleshooting flow, there are some problems that may be hardware related but not caused by
damage (including actual warranty failures).

When troubleshooting hardware root causes, remember:

● Make sure to check the device Liquid Damage Indicator (LDI), as well as for signs of physical damage, drop impact
points, screen cracks or screen damage
● In Battery and Device Care run Diagnostics to check all hardware on device.(This is explained later in the training)
● Perform a Factory Data Reset to validate hardware as a source of error (Only after all Troubleshooting steps have been
exhausted)

THE SAFE MODE EXPERIENCE

The Essentials of Troubleshooting Software Concerns

Say: To help further pinpoint solutions to the most common root causes of customer frustrations, we will review the Safe Mode
Experience. Over the course of the next few slides we will review the most important troubleshooting steps we can take to help
resolve customer concerns.

Ask: What is safe mode (Answer: safe mode disables all 3rd party apps from initializing so you can test the device in out of box
condition).
Say: The most common root cause of customer frustration with Samsung devices are 3rd party apps. 3rd party apps can cause
everything from freezing to random restarts, battery drain or sluggish/random actions. 3rd party apps can also cause unexpected
errors or behaviors.

App Incompatibility may also cause:

● Phone runs slower.
● Apps taking longer to load
● Battery might drain faster.
● Lots of pop up adds
● Apps you do not remember downloading.
● Increased data usage.
● Possible higher phone bills.
● Contacts receiving unusual text messages from you.
Say: The question in your mind should be: why can 3rd party apps cause all the problems we’ve just discussed? The answer is 3rd
party apps have access to user granted permissions on the device and as a result can cause unexpected behaviors. It is important
to remember that anyone can develop apps for Android devices with little to no programming experience. Because of this, apps
can be poorly designed or may have a bug of some type that causes issues for the customer.

If an app is incompatible with the customers device, additional issues may occur.
Using Device Protection will help scan for any threats or virus that could have been caused by a 3rd party app

Because of the impact of 3rd party apps, we’ve created a 3 part process called the Safe Mode Experience that is designed to help
resolve the most common root causes of customer frustration, let’s take a look at the first step.
Click again for the Video steps to appear

Say: One important way we can make sure our devices are running smooth and clutter free is by using Battery and Device Care
Optimize Now feature. This is a great troubleshooting resource for specific Battery, Storage and RAM concerns we might identify
during the troubleshooting process.

Samsung Care Youtube Channel https://www.youtube.com/watch?v=a6ID3mgtrH8

Say: https://youtu.be/VkoRE3R8Y3M
From our Samsung Youtube care channel

A great way to manually or automatically check hardware functions on your device, this feature will run with you a series of tests to
make sure your Samsung device hardware is in optimal condition. No need to run the entire test, you can manually select the
feature that is malfunctioning and test.
Also remember 3rd party home launchers, can have and adverse effect on our devices. Samsung’s customer Home launcher
Samsung One UI is built for our devices to work with all of our apps and features. Using 3rd party launcher could possibly disable
specific features and apps.

SamsungCare Youtube Channel: https://www.youtube.com/watch?v=4wzfQl7Sp5I

Samsung.com https://www.samsung.com/us/apps/one-ui/

Say: As we already discussed, safe mode prevents any 3rd party applications from initializing. After we’ve ruled out any
battery/storage or RAM issues with Device Care, and also made sure there are no issues with the device hardware, it’s time to test
the device in safe mode. If the problem stops in safe mode, we know beyond a shadow of a doubt the issue is related to a 3rd party
app. Safe mode does not tell us which 3rd party app is causing the issue so we will need to determine which apps have been
added or updated recently to pinpoint apps to remove to try and isolate the offending app.

Say: The last step in the safe mode experience, before a factory data reset or exchange, is to reset all settings and retest the
device. It is possible for customers to change settings on their device that negatively impact their experience. Sometimes someone
else like a child or spouse may change a customer’s settings, negatively impacting the user experience. Remember that resetting
all settings doesn’t delete any customer personal saved information but will reset any setting the customer has customized. If the
issue is network related, you can reset all network settings but this will delete all saved Bluetooth and Wi-Fi connections.
DISPLAY TROUBLESHOOTING
Steps to provide Support for Display Concerns

Say: The very first thing we need to consider if the customer is having problems with their touch screen is: has the device been
damaged? If a device has been damaged, it is likely a repair will need to take place. Although this doesn’t prevent us from doing
level 1 troubleshooting, damage should be a factor we carefully consider. Samsung.com Support
https://www.samsung.com/us/support/troubleshooting/TSG01001477/

Say: The last major consideration and the most commonly missed troubleshooting step by veteran agents is related to 3rd party
accessories. Accessories like screen protectors, cases, and SD cards can impact the display/touch screen on the device. One
prime example is the case you see pictured here. This was a popular 3rd party case for the Note9. Although this was not a
Samsung case, it was incredibly popular. When customers put the case on the device, the quarter size section of the touch screen
no longer function. Ask: Why do you think this problem occurred? (Answer: the magnet in the flip).

Say: This is why it’s so important that customers purchase their accessories through Samsung or an authorized Samsung source.

BATTERY TROUBLESHOOTING
Steps to provide Support for Battery/Power Concerns
Say: The most common frustration customers have with the battery on their device is related to their expectations. Making sure the
customer’s expectations are a part of your conversation will help eliminate unnecessary delays later in the troubleshooting process.

Say: The Battery manager is one of the most important resources you have when supporting questions related to the Battery on
Samsung devices. Located inside Device Care, the Battery Manager features three primary components: the Central Hub, the
Battery usage graph, and Power modes.

The center hub is where you will access all battery related info and settings on the device. Using this menu you can do everything
from viewing how much battery life remains to toggling fast cable charging on or off.

The Battery usage graph is a great tool that allows you to see which apps and services are impacting the battery most. This is a
great way to spot any battery draining apps that may have been missed using the App Issue History or safe mode.

Lastly, customers can extend battery life using the Power modes option.
SAMSUNG RESOURCES
Additional Support and Resources
Say: As we close out today’s training session, the last, but certainly not least important topic, is Samsung Support. When asked,
associates have answered that they use Google as a primary resource when troubleshooting. Using Google as a resource is
problematic because you can’t be guaranteed the information you are finding is correct, applies to the model you are working with,
or that it won’t cause more problems than it fixes. Using official Samsung resources is a key best practice.
Say: The Samsung Support Portal (http://www.samsung.com/us/support) serves as the primary portal for all device related support.

Say: Samsung Members is a downloadable application that helps learn about and maintain the customer’s device.

Say: The Samsung Care YouTube channel features hundreds of useful videos where customers can learn more about their device.

Say: Great work team! You should now be able to:

● Explain the three primary breaking point categories and give a general overview of the troubleshooting flow
● Follow the steps of the Safe Mode Experience and complete each step
● Highlight important troubleshooting steps for Display and Power related occurrences
● Provide official Samsung resources and highlight use cases

INTRO TO GALAXY WEARABLES & ACCESSORIES

Do more with Your Galaxy
AUDIO
POWER CHARGING
MISC. ACCESSORIES
take a look at the Galaxy Watch Overview
SAY: Just like the Galaxy Buds, when you initially connect the Galaxy Watch to your device, you will first see the Device Overview.
From this screen, customers can go in and customize the experience and device by using the different options available.

SAY: Galaxy Watch faces gives the customer the ability to go in and customize the Watch face that they see when the device is
turned on.
SAY: Users have additional settings that are available for customization within the Watch Settings Menu. Within the Watch Settings
Menu, users can go through and set the Display brightness, check battery percentage, add content to their watch, check software
updates and more.
● Notifications: Will allow the customer to go in and manage the notifications that appear on their watch. Customers can choose
to block, allow, and auto show details of a notification
● Sound and Vibration: This gives the customer control of the Sound mode, volume, and ringtone that’s associated with their
watch. They can choose to have the watch vibrate when a notification is coming or play a tune
● Display: Customers can customize the display brightness, screen timeout, background style and more
● Advanced: Will show additional settings options like Home key, Do not disturb, Water lock mode, wake-up gesture, and touch
sensitivity
● Battery: Users can activate power saving mode, check battery percentage, and manage power settings
● Add content to your watch: Customers can add music and images directly to their Watch - General: Houses the reset option
where the device can be reset back to default settings
● Accessibility: Gives users the ability to do different things like screen read aloud
assistant, hearing enhancements, and advanced settings
● Account and backup: This section will show the Samsung account connected to the Galaxy Watch and customers can also
go in and backup their data, restore data, and delete back up data
● Sync phone settings: Give users the ability to sync their phone with their galaxy watch for settings such as Do not disturb and
Wi-Fi network connections
● Watch Software update: Will show the customer if there is an available software update for their galaxy watch and they can
also download and install that software from here. Customers can also set the device to automatically download the software
over the Wi-Fi connection
● About Watch: This section will show information about the galaxy watch connected like the Galaxy Watch name, current
software version, device memory and storage, battery information and the option to install unknown apps from other sources
than the Galaxy store.
WARRANTY DETERMINATION
WHAT ARE WE LEARNING?
We will covering how to respond properly to customers when communicating about Warranty and
the negative effect it can have if you respond incorrectly.
This module will cover:
● Warranty Basics
● Responding to Customers
● Warranty Rules
● Caveats
So how does this help me?
This module will teach you the correct way to respond to customer when speaking about warranty
to ensure we are providing customer’s accurate information.
An acceptable variation of this statement would be: “From what you have described it sounds like your device
may/may not be covered under warranty. If you would like to bring your device in/if you would like to schedule an
appoint, or ship your device in to Samsung, we will have one of our technicians inspect and test if after which we 4 will
be able to determine whether it is eligible for Warranty service and let you know what repair options are available to
you.”

Along with these statements, you may have the occasional customer who wants to know how much the repair will
cost. In those situations, it is ok to provide the customer with an estimate for the repair costs provided it is prefaced by
the responses above and followed by: “Should the technician determine that your device is not covered by warranty,
the approximate repair cost would be X amount of dollars. This price may be modified if there are additional failures or
damaged found on the device.”

It is very important that we let the customer know that what we are providing is an estimate and that the price can
change, depending on the repair or repairs that are needed, once the technician has their hands on the device to
properly diagnose the issue/concern.
SAY: If the use of a non-genuine part, a prior unauthorized repair, rooting, or prior self-service repair of a device can be directly
attributed to be the cause of the Service Request then the repair can be considered as non-warrantied, but only a Technician will
be able to determine this.

Without determining cause, the Service event must be considered as IW and provided FOC. This means that when service is
needed, we need to let the customer know about the warranty, but if it shows IW in the system, the repair will be considered
in-warranty until it is determined that the repair isn’t covered under the warranty.

A Warranty determination, with respect to liquid damage, can only be made by a technician in accordance with the latest HQ Water
Resistance Guide. For more information on the IP Rating of a device, customers can visit the Samsung Support site and find the
below article.
SAY: Here are some Frequently Asked Questions we have gathered from your peers and also may be some questions that you all
have. Let’s take a look

SAY: Is there an article in ASP that assists to determine MX Warranty? Yes, the article is IM Warranty Coverage and Verifications
Policies. This policies covers everything from understanding the Samsung Standard Limited Warranty to scenarios about warranty
coverage like refurbished unit procedures, and As-is Open Box models and more.

ASK; Everyone open ASP and find this article. Select Conditions Not Covered Under IM(MX) Warranty

Read over the details of the policy as a class. Have different agents read different sections under this policy and ensure
everyone understands these details

SAY: How can a customer access the Mobile Phone Warranty? Customers are able to access their mobile phone warranty a
couple of different ways. They can access the warranty information within the device Settings menu under About Phone and Legal
information. The customer can also go to Samsung.com under the Support and Legal 7 link, and customers can also see
information about the warranty in the product User Manual.

Now let’s take a look at “Determining the Warranty Status of IM products”

1.List 3 latest smartphones and one benefits they have that the previous version did not have
2.What are the 2 newest fold/flip devices and one different benefit for each?
3.what is the latest version of our watch and what makes it different from the previous watch?
4.which audio device would you prefer and why?
5. List one accessory for each product:
a. Latest Galaxy S Phone
b. Latest Z fold/flip
c. Latest Watch
6. What is the latest tablet we have, two differences between it and the previous launched model,
and an accessory for it.
What would offer caught your eye, and why our customer value it?