Get started with Samsung Care Pro

Samsung Care Pro provides businesses with two key service offerings, all in one integrated platform:

• Priority technical support: If you have a Samsung Care Pro license, any issue you report is fast-tracked, helping you quickly receive the support you need.
• Device repair coverage: Assign license seats to your devices to register them for coverage. If these devices are damaged during the coverage period, you’ll be able to repair or replace them as needed.

This tutorial shows you how to set up Samsung Care Pro, register your devices for coverage, and request service.

Prerequisites

Before proceeding with this tutorial, ensure you have the following:

• Access to the Knox Admin Portal. For information on how to apply for access, see Create a Samsung Knox account.
• Devices eligible for Samsung Care Pro coverage. This may differ depending on your specific region. For details, reach out to a Samsung representative in your area.
• A Samsung Care Pro license. For information on how to purchase a license and the types of licenses available, see About Samsung Care Pro licenses.

Step 1: Access Samsung Care Pro

Samsung Care Pro is available as part of the Knox Admin Portal. To access Samsung Care Pro, first sign in to the Knox Admin Portal.

Use the navigation pane to move around the console. The top section of the navigation pane displays the common pages shared across Knox services.

On these pages, you can perform general account management tasks, such as managing devices or licenses.

• Devices: Upload, view, and manage your devices.
• Licenses: Add, manage, and delete your Samsung Care Pro licenses.
• Activity log: Consolidates all activity log events across Knox services. Use this page to view a list of all events performed across your tenant.
• Administrators & Roles: Invite and manage admins to Samsung Care Pro, and assign them appropriate role permissions.

The Knox Admin Portal also hosts the Samsung Care Pro console. Here, you can find Samsung Care Pro specific features, such as creating service requests or support tickets.

• Service requests: If your devices are damaged, submit and track all your repair or device exchange requests.
• Support tickets: Create a priority support ticket to report an issue to our support team.

Now that you’re familiar with the console, you’re ready to register your devices for Samsung Care Pro coverage.

Step 2: Register devices for coverage

To register your devices for coverage, you must add them to the Knox Admin Portal and assign each device a license.

Before you register any devices, make sure your license has enough available license seats and confirm whether the device meets your license’s eligibility requirements:

• Country: The country where your device was manufactured must match the country covered by the license.
• Device type: The device type must be covered by the license. For example, mobile, PC, or tablet.
• EULA: The device’s End User License Agreement (EULA) must be accepted within 60 days of initial boot-up, or the device must be unused (has yet to turn on).

You can register devices for coverage using bulk actions:

1. Navigate to the common Devices page of the Knox Admin Portal.

2. Click the BULK ACTIONS tab.

   

3. Click Add devices and assign license.

4. Click Browse file and upload a CSV file containing your devices.

5. Select a license to assign to your devices. Ensure your license supports the devices you’re uploading.

6. Click Add and assign.

For more information on device eligibility requirements and how to register devices in bulk, see Register devices for coverage.

Step 3: Use Samsung Care Pro

Once your devices are registered for coverage, you can leverage Samsung Care Pro’s service offerings.

Submit a service request

If a device is damaged, you can submit a service request to have it repaired or exchanged. Coverage begins on the license’s start date.

On the Service requests page, click Create request, then follow the steps to provide your request details, select a license, and enter your shipping and contact information.

For more information, see Create a service request.

Create a support ticket

If you’re experiencing an issue that isn’t covered by our KBAs, FAQs, or documentation, you can reach out to us directly by submitting a support ticket. As a Samsung Care Pro customer, your support tickets are placed in a priority queue to help ensure your issues are seen as soon as possible.

For more information, see Create a priority support ticket.