SCW3000S - Agent Notes
SCW3000S | Additional Product Information
Agent notes must include:
- Device type (iPhone 6S)
- Operating system (Android, iOS)
- Operating system version (iOS 10.0.1) (Agents need to have directions on how to guide consumer to this information)
- Home router (brand and model) (feasibility of identifying most common 5GHz routers?) -- Only need to ask if relevant to the call.
- Home router security type (WEP, WPA, WPA2, etc. if able to identify) -- Only need to ask if relevant to the call.
- Slow cooker serial number - The serial number is the name that is broadcasted when the unit is in set up mode. Example: B+D_0005.
- Consumer’s login/registration email
Example: Transaction notes for Wifi Slow Cooker ---
If the consumer experienced an issue where the message to enable Location Services popped up at the “Home Wi-Fi” screen, and kept popping up even though they choose to enable. We were able to resolve by resetting the appliance and starting the process over from the beginning.
This would be logged as follows:
Reason Code: Connectiv – Walk Through Resolved
Notes: Consumer received error message to turn on location service at screen “Home Wi-Fi”. Consumer turned on location, but could not proceed to next screen as the message to turn on location service kept popping up.
Instructed consumer to log out of app and force-close; started the process from the beginning. Consumer did not receive the location service message this time, and was able to connect and control device.
Samsung Note 4 Android Version 6.0.1 Audra.spahn@gmail.com Netgear RangeMax Wireless Router WNR1000-100NAS
