Thank you for your response. My refrigerator did not have Phillips head screws. Even I have a Phillips screwdriver and would easily have been able to remove them without asking for help. They were instead hexagon shaped which meant that I had to go to Home Depot to purchase the appropriate tool before I could remove the refrigerator floor. (Thanks to your answer I at least knew which tool to purchase.)
Since I am assuming that you are affiliated with Sears/Kenmore in some way, I want to list the serious problems I see here in the hopes that my comments will reach someone who can make the appropriate changes.
1. A refrigerator should not be designed so that ordinary cleaning cannot be done without a special tool.
2. The manual that comes with the model should address all configurations or, in the alternative, the consumer should be able to call a technical support line to obtain an immediate answer.
3. An online question and answer forum is NOT customer service. My refrigerator had broken in 100 degree heat and every minute that I waited for a response from Manage My Life (what a ridiculous name) more mold was growing in my refrigerator. I cannot describe the contempt I feel for a company that so completely abdicates its customer service responsibilities!
If you could forward these comments to the appropriate party, I would be most appreciative.