| TRG | T R G Again | Uh Oh T R G |
|---|---|---|
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What is Troubleshooting Rep Guidance
TRG is an acronym of
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What is Device Information within TRG
This is the most efficient way for me to find out the Device ID while troubleshooting
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What is True (vzw.com/support)
T/F - Customers can access the TRG from our website
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What is True - Both store and service representatives use TRG
T/F - both Store and Customer Service Agents use the TRG
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What is Device Support within TRG
Other than E-Guide, I can find the Device User Manual here
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What is True (within TRG there are two blue icons on the right of the screen that allow you to copy the link to text, or email the link directly to the customer)
T/F - I can send the customer the KB article that we are working on so they can follow along
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What is Devices
TRG can be access from this section in ACSS
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What is Support Links within TRG (equals 5.566GB)
While t/s with my customer, they ask me how many GBs is 5700MB. I can find the Byte Converter here
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What is the Feedback icon (located to the right of the screen. this captures your subject, customer info, and the breadcrumb within your feedback ticket)
While using the TRG, there is a link that is broken within the tool, to lift this concern up to review, use this option
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What is Customer Information, Device Information, Device Support, Support Links
TRG has these four additional categories built in to assist you with troubleshooting
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What is Device Support within TRG
I need to access a Device Emulator to help my customer. Without going to E-guide, or searching Google, I can find the Emulator here
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What is This Solved My Issue
TRG is a tool that continues to learn and develop. To assist TRG in learning, it is important to close out the guide by selecting this option if you solved the issue
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What is False. You cannot click through TRG to ensure every step is completed in its most effective order. This ensures customers are getting the best possible, consistent outcome on every call
T/F - you can click around TRG as needed
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What is Device has a virus (remember, less is more when searching)
Customer has a Samsung Device and feels as if they have a Virus. How would do this to search in TRG
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What is False (it is ideal the customer is off the device, however there are a lot of steps we can still complete. TRG will indicate which steps cannot be completed when customer is on the device)
T/F - if the customer is on the device that needs we need to t/s, we cannot do assist
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