Remote Services Quick-Reference Guide – Phone & Chat
Contents
Templates ............................................................................................................................................................................... 2
Hashtags ................................................................................................................................................................................. 3
In-Store Contact...................................................................................................................................................................... 4
Scope of Work ........................................................................................................................................................................ 5
Useful Emails and Phone Numbers........................................................................................................................................ 6
Links for Tools/Portals ........................................................................................................................................................... 6
IVR (Interactive Voice Response) Guide ................................................................................................................................ 7
Common KB Articles ............................................................................................................................................................... 7
Policies .................................................................................................................................................................................... 8
General Info ............................................................................................................................................................................ 8
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Templates
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Case Template – Use this in Salesforce when making notes for a case to be dispatched to repair. The
Bitdefender and AC fields at the bottom are where you would put the activation codes from AFK
generated during setups.
-Client’s request:
-Error message/ symptoms of issue:
-Relevant peripheral model numbers:
-When did it start happening:
-How to reproduce the issue:
-Steps already taken:
-Client AFK:
-Phone number:
-Latest callback time:
-BD:
-AC:
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GSC Inflow Template – This is used when a client needs to send a device to GSC for repair and cannot
bring it in-store. After creating a case in Salesforce, click “Feed” then “Send Email” and paste in the
Template, then remove the clients name from the “To” field and replace it with
GSCInflow@GeekSquad.ca
Name:
Phone number:
Mailing address (No PO Box):
Preferred Carrier:
Email:
Password:
GCID:
Model:
Brand if out of warranty:
Entitlement: (GSHM, GSP, GSPAD, MFR, OOW):
Serial number:
Description of problem:
Known imperfections (Scratches, scuffs, blemishes, etc.):
Does the client have an existing backup?:
Does the client require Geek Squad to perform a backup (May be subject to charge):
Does Geek Squad have permission to restore your unit to factory settings (any user-installed
applications will be lost)?
OS Preferred Language:
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Requests and Help Template – When asking questions in the R&H Channel, use this template to make
sure that other agents have all the details they need.
Issue:
OS:
Brand/model:
Error: if applicable
Steps done:
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Refund Request Template – When a client requests a refund for a One-Time Service, use this template
to gather info and email it to Online@Geeksquad.ca
Name:
Email:
Phone Number:
Covert Case Number:
Service Purchased:
Reason for refund:
Hashtags
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Frequent
Misdirect
Noncomputing Other
Partner
Programs
Brands
#acronis
#audio
#backup
#bitdefender
#browser
#datatransfer
#diagnostic
#email
#facebook
#filesharing
#malware
#MCT
#network
#office
#powerissues
#password
#peripheral
#printer
#scam
#settings
#setup
#softwareinstall
#softwareuninstall
#tuneup
#tutorial
#updates
#virus
#webcam
#windowscorrupt
#windowsupdate
#bestybuy.ca
#billing
#cancel
#cineplex
#claim
#customerservice
#englishclient
#frenchclient
#inhome
#storepurchase
#storequestions
#storetech
#repairstatus
#USclient
#android
#appliance
#cellphone
#chromebook
#console
#hometheatre
#ios
#smarthome
#tablet
#TV
#wearable
#AL
#amica
#baycrest
#distributel
#acer
#apple
#asus
#brother
#canon
#dell
#epson
#hp
#insignia
#lenovo
#lexmark
#lg
#OSX
#panasonic
#philips
#samsung
#sony
#sharp
#toshiba
#GSC
#ISP
#manufacturer
#nocoverage
#paidservice
#PPGSP
#productadvice
Hashtags get added to your case notes to help identify the reason for the call.
Ex. A Client calls in with a Brother Printer that they can’t get connected to the internet. – You would add
#printer #brother and #network to your case
Ex. A Client calls in and would like you to tell them how to change inputs on their Insignia TV – you would
add #TV #insignia and #tutorial to your case
In-Store Contact
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Salesforce Store Escalation Case – To create an escalation case so that the store contacts the client,
First create a normal case for the client. Then open the clients account in salesforce and click “New
Case” at the top, then select the “Store Escalation” radial and click next. Under Parent Case select the
original case, then fill out the Subject and Description fields. Set the Status to “In Progress” Case
Origin to Phone or Chat, and set Store# to the store the client is trying to contact.
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Store Phone Numbers -Only for use when the client currently has a device in-store for repair. If the
client does not have an ongoing repair, create an escalation case and do not give out a phone number.
Scope of Work
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Scope of Work Flowcharts – This will help you determine if what a client is asking for is within scope for
us.
Things we do NOT support:
- Download/Configure anything to do with copyright infringement.
1.
YouTube Downloader
2.
Kodi Add-ons
3.
Popcorn Time
- Installation of cracked software (Anything using patches to circumvent software licensing)
1.
Windows Activation cracks
2.
Game/program cracks
- Anything to do with Adult Content
1.
We will ensure a web browser is operational, for safe for work content. Beyond that no support.
2.
We will ensure safe for work video files play, all others no support
- Office formatting
1.
Creating/editing Excel formulas
2.
Formatting Word Doc, PowerPoint ect..
- Configuration of anything server related (Except for a Windows Server OS, CORR can help, GSBM ect..)
1.
Plex Server
2.
FTP Server
- Configuration of 3rd Party Software addons/modifications
1.
Game Mods
- Operate my computer
1.
Post picture to Facebook
2.
Compose emails
3.
Sort pictures into separate folders (We will teach how to move, rest is up to client)
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Useful Emails and Phone Numbers
Internal Use Only:
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Online@geeksquad.ca - One-Time Service Refunds, Reporting Issues outside of WC hours
TS-contact@bitdefender.com - Contacting Bitdefender for questions/issues.
GSCinquiries@geeksquad.ca – Used to send info to GSC about ongoing repairs. Ex: passwords
GSCinflow@geeksquad.ca – For requesting an Inflow box to be sent to a client
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1-888-493-0933 – Watch Command Phone Line, for calling in sick, or letting WC know about a power
or internet outage.
Clients may be given these:
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Tminfringments@bestbuy.com - Reporting Scams using Best Buy/Geek Squad names
Abuse@bestbuy.com - Reporting Scams using Best Buy/Geek Squad names
1-800-433-5778 – Our Number
1-866-237-8289 – Best Buy Customer Service
1-855-527-2411 – Best Buy Exclusive Toshiba Support
1-877-467-4289 – Best Buy Exclusive Insignia Support
1-855-544-2030 – Best Buy Exclusive Sharp Support
1-866-918-2216 – GSC Repair Inquiries Line
1-866-585-4494 – Best Buy Appliance Delivery and Install
1-866-697-4501 – Assured Living Line (Give this to clients asking questions about Assured Living
support)
1-613-634-4908 – Geek Squad Line for International Support. (Give this to a client not in the US or
Canada looking for warranty support)
Links for Tools/Portals
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Genesys – Main part of the platform, used for receiving and making calls with clients.
Salesforce – Used for making notes for cases, as well as receiving chats.
TALS – Used to clock in and out at the start and end of day, and for lunch breaks.
Entitlement Lookup – Used to look up client coverage
Submit a ticket to IT – Used to report broken tools or other internal software to IT
EGrace (Edge Only) – Used to look up receipts and Work Orders.
OIS (Edge Only) – Used to look up information about Online Orders
Assurant Desktop (Edge Only) – Used to doublecheck plans that show as NGS
MyDevelopment – Used for training modules. Check in on this periodically for new courses.
Workday – Used for requesting time off, checking pay slips and updating personal info
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IVR (Interactive Voice Response) Guide
Common KB Articles
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AFK – Creating Product Keys
Approved Tools
Client refund process
Common Email Server Info
Data Recovery
Geek Squad Standardized Password Process
General Scope of Work
Genesys – Job Aid
GSC Inflow
Hashtags
How to switch out of S-Mode in Windows
Inflow AC Adapter Request
Mac Passwords
Microsoft 365 – Common Office issues and Fixes
One-Time Purchases
Post-Purchase BBP
Repair Eligibility Lookup
Scammed – How to assist a client
Scope of Work – Virus removal
Wireless Claims
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Policies
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No Lemons Policy – Client qualifies for a replacement when their unit has had three (3) Major Repairs
and has been diagnosed with the need for a fourth. If unit is replaced during a monthly pay Plan for a
reason other than “No Lemon” any existing repairs would not carry over. Accidental Damage claims do
not count towards the No Lemon benefit.
Best Buy Returns/Exchange Policy
BBM Membership Terms and Conditions
General Info
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Bitdefender VPN's Traffic Limit resets at 2:00PM PST each day (Midnight GMT +2)
When transferring a case to Claims, the IVR will direct the client online and then disconnect. You can
select “Start a New Claim” then when it asks if you would like to start the claim online, say “chat with
an agent” (even though that is not a listed menu option) and it will direct them to an Assurant agent.
We sometimes get US clients that are directed to us here. Our systems are separate so we can't see
their plans or help them out. We would transfer them to the Geek Squad US Line. You can immediately
tell if a client is from the US by the area code on their phone number, if they give you an online order
number that is formatted “BBY##############” or if they mention “TechTotal” or having a
subscription to Webroot. If you aren't sure, ask them if they bought their plan in Canada or the US to
find out who they should be with.
Geek Squad Forums - Internal forums for both GS Canada and US
2ND Turn Canada Auction - Open Box/Old Stock Auction for Employees
Staff Price Check Tool – Lets you see what discounts we get on products at Best Buy
Geek Squad History and Culture - KB Article about GS History, Culture and more
Career Framework – Shows how you progress into higher roles in the organization
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