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Authored by: Support.com Tech Pro Team
Don't forget to mark steps complete as you go through GPs.
Don't forget to ask the guest how they heard about us and document it in the Session Properties.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
The manual shouldn't be needed with this guide but as a best practice, let's download it to have it handy.
The manual is available here: https://nest.com/support/article/Download-Nest-Protect-documents-and-get-started-using-your-smoke-and-carbon-monoxide-detector
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Is this an initial setup or helping the guest with a setup that they already started?
Does the guest know their Wireless Network name (SSID) and Key?
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Is the device already mounted?
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
In order to proceed with the setup we will need the device in hand. Please ask the guest to unmount it.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Have the guest install the "Nest" app from the App Store or Google Play.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
If the guest already has a Nest account have them sign in. If they do not have an Nest account have them regester and sign in.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Once signed in, tap "add" and select the device type. In this case, "Nest Protect".
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
In the App, use the phone or tablet's camera to take a picture of the QR code on the back of the device.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Pull out the blue tab on the Nest Protect. It will speak and the light will turn blue to show that it's ready. Then press the button to choose your language, E.g. "Press now for English".
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
In the App, tap the location where the device will be installed, E.g. "Living Room".
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
In the App, select the Wi-Fi network for the device to connect to and enter the password. If there is already a nest account and other devices this step might not be necessary.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
In the App, choose the path lighting settings.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Does the guest have other Nest devices they would like to setup?
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Tap "Add another product" and let's take from the top (almost).
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Now that the device is setup, all the guest needs to do is mount it.
Don't forget to mark steps complete as you go through GPs.
Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!
Don't forget to mark steps complete as you go through GPs.
Disposition the Session
1. Ask the guest if they would like to participate in a survey for the service they received.
If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.
2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.
3. Click Done in the left pane
4. Click Close at the top of this session window.
A. Resolved: All calls where a service or path to a resolution was provided.
B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back
Inform the guest that without the router SSID and password, a wireless connection is impossible and refer them to their ISP or Router OEM accordingly.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Has the guest already tried the basics, such as ensuring other wireless devices on the network are functioning, changing the batteries, power cycling their phone or tablet?
If not please check the network and try these basic steps.
If multiple devices are unable to connect to the wireless network, there is a network issue.
Please refer the guest to their ISP or Router OEM for network assistance.
Don't forget to mark steps complete as you go through GPs.
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