| Here To Help | Tech Skills | iLog | Regional Content | Knowledge Check |
|---|---|---|---|---|
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Leading Questions Model
What is the type of guided learning where you ask questions to lead a customer to their resolution?
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-When you first receive the device
-After a restore in iTunes -After Erase All Content and Settings
When do you go through the setup assistant on an iOS device?
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True
True or False: You can email multiple articles to a customer at once using the Knowledge Center in iLog
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They have an unusable .ipsw file
What would you tell a customer that received "Error 48" while syncing their device?
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CDMA - Uses a wireless network for service and activation (MEID) (Verizon / Sprint)
GSM - Uses SIM card for network and activation (IMEI) (AT&T / T-Mobile)
What is the difference between CDMA and GSM? What are their unique identifiers?
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-Providing a Wow moment
-Guided Learning -Demonstrating ownership -Explain rationale -Provide enriching information -Presented multiple options
What is a good example of enriching the experience? (Provide one example)
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HT201412
If a customer's device does not turn on, what KBase article would you send to a customer?
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On the current case in the Interaction History, click the "Action" button and select "Schedule Callback"
Where in iLog do you go to schedule a callback for a customer?
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On every call
When should you provide your customer their case number?
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Quit an app (HT5137)
What does double tapping the home button and sliding up allow you to do?
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-Offer it to a customer if it will help to benefit their experience with Apple and help them learn more about their product
-When procedurally required
When should you use screen sharing? (As stated by Northstar)
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Uninstall / Reinstall iTunes (HT201668)
What should you do if you see "Error 7" when launching iTunes?
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-Technical Case
-Affected Product: iOS Device -Component: Sync With Computer (Not iCloud) -Issue: Books
How would you classify syncing books or audiobooks in iLog?
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Issues related to support agreements
(AC+/APP/PPI) (CP302)
What type of issues does Agreement Administration handle?
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iTunes Store purchases that are currently downloading
What are you able to see by tapping "Downloads" in the iTunes Store app?
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-Feeler
-Thinker -Entertainer -Director
What are the four communication styles?
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-AppleCare Protection Plan
-AppleCare+
If the customer has an iPad with a confirmed hardware issue, what does the device need in order to setup an Express Replacement?
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Add any questions or relevant information in to your case notes before consulting
What should you do before consulting with another advisor?
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Phone Book Access Profile
(PBAP)
What bluetooth profile do car makers use to sync contacts with an iOS device?
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If the customer has lost their device and feels that it may be nearby (PH2699)
What is a good reason to use the "Play Sound" feature of Find my iPhone?
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-To create a more cohesive customer experience
-To offer a more personalized service -To create Promoters!
What are the ultimate goals for AppleCare by using Here To Help?
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Debris in the headset port (HT203026)
If the customer says that when they are attempting to use a headset and are unable to hear anything or hearing distorted sounds, what is the first thing you should check for?
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Contact Apple Support (getsupport.apple.com) or a scheduled callback through iLog
If the overlay in iLog at the beginning of a call indicates that it is an outbound call, how did the customer contact Apple?
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True
(CP1322)
True or False: If the customer's identity was verified on a previous call for an Apple ID related issue and the current call relates to the same issue, we need to verify the customer's identity again.
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False, it is covered under the limited warranty.
A depleted battery is not covered under the limited warranty because it is designed as a consumable.
True or False: A defective battery is covered by AC+ and APP, but is NOT covered by Apple's limited warranty
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