Connectivity New - Pit Stop

Which of the following Dyson Products can a customer connect to the Dyson Link APP?

• All Environmental machines and Robots

• V11, Robots and Purifiers

• Robots, some Purifiers, some Lamps

• All Dyson machines manufactured after 2018

What is the best tool we can use when a Customer calls regarding a connectivity problem?

• Resolve

• The first connectivity Journey / Template

• The Website

• Youtube

• Central

What should we do after we find the First Connectivity Journey/Template

• Open a case, relate the machine and send the Template to Connectivity.

• Open a case, relate the machine and send the First Connection Journey over email to the Owner for him/her to go over the checklist.

What is the First Connectivity Journey/Template?

• A standardized trick that helps the customer connect all connected devices to the APP.

• A machine specific check-list that a customer has to go through, before we can assign his Case to the Connectivity Queue.

Do we have to use Resolve when an owner has a connectivity issue?

• Yes

• No

How to know easily which Environmental machines can be connected?

• Only the Purifiers can be connected. Except for the Pure Cool Me (BP01) and Pure Hot & Cool (HP00).

• Only the machines manufactured after 2018 can be connected

• All Environmental machines can be connected to the APP

• We can state that only the machines with an LCD-Screen can be connected.

Now that we are talking about Purifiers; Which Purifiers include a Sticker with a WiFi-Password for them to be connected?

• The old Purifiers without an LCD-Display.

• The new Purifiers with an LCD-Display.

Which Lamps can be connected to the APP?

• All Lamps

• Models CS01/CS02

• All Lamps except the CS01/CS02 models

Let's say the Owner contacts us for the second time and tells us he already went through the First connectivity Journey, and it didn't help.

What information do we have to provide on the case before assigning the Queue to Connectivity? (Multiple choice)

• The owner already went through the 1st connection journey

• The age of the customer

• Brand, model and operating system of the phone

• The Dyson machine and all the relevant customer data is registered.

• If the phone has been already connected (where does it stop working? are there any error messages?. Or is it the first time the owner tries to connect it?

What is the right categorization of a connectivity case?

• TYPE: Product Troubleshooting > SUBTYPE: User Interface > CATEGORY: Other

• TYPE: Aftercare > SUBTYPE: B2B > CATEGORY: Air treatment

• TYPE: Connected APP > SUBTYPE: Connected Journey > CATEGORY: Other

• TYPE: Product Troubleshooting > SUBTYPE: Error Code > CATEGORY: Other Error Code