Best Buy

What is the main system of record for Best Buy?

Breeze

Once the suspect is connected remotely, what is the very first thing that you will do as an agent?

Capture Windows Credentials

This is software that is used to remote into a suspect and perform work:

LogMeIn

How do you identify a Best Buy Direct (BBYD) customer?

Look for the "building" icon on the contract tab.

If a client has multiple suspects and wishes to purchase multiple COD services, what should the agent do?

One is sold in Agent Workbench (make sure you note that there are others) sell the rest is GSOS.

ECC's mission is to __________ and ____________.

Protect;Serve

What template in Breeze must be completed for each and every suspect that is handed off to Geek Squad Online Support?

Comp Svcs Dispatch Template

Who is the current CEO of Best Buy?

Hubert Joly

What system handles all of the digital paperwork for a suspect being handed off to Online Support?

Agent Workbench

What is "My Best Buy"

Best Buy's loyalty program

What are the Best Buy values?

Unleash the power of our people. Learn from challenge and change. Show respect, humility and integrity. Have fun while being the best.

In what year was Best Buy founded?

1966

The scan takes approximately how many minutes to complete?

1-2 Minutes

What resource will you use to locate Quick Fixes?

EDI

What do you get in addition to purchasing an anti-malware title?

Free installation and troubleshooting.

What is the GSOS Sales Portal is used for?

Multiple COD's, buying a service/contract for later, when Agent Workbench is down.

What is required as a heading for each and every remote connection?

Name, Phone, Email Address

What button do you press to begin capturing new information on why a client is calling?

New Case

This is a tool developed by Webroot to assist with diagnostics on suspects?

System Analyzer

Standard Operating Platform (SOP) was implemented in 1996 after Best Buy lost profits? (True or False)

True

Showrooming is:

When a customer says they like a product but then they leave and go purchase it somewhere else.