Account Security
When should you verify a customer in the ICST?
What is: Anytime the call has to do with their Apple ID.
what is the proper process if there is an open case and it is less than 30 days old and the customer calls back in with the same issue?
What is: Continue the open case instead of creating a new one.
What 5 scenarios are you REQUIRED to pause a screen sharing session?
What is:
What is the step prior to verifying a customer in the ICST?
What is: Ask them "ARE YOU THE ACCOUNT OWNER?"
If a customer calls in with malware on their Mac (NOT just in Safari)\, how would you log this?
What is:
When are you allowed to give information that is in the product identifier section (OF iLog OR Core)?
What is: Only after the customer has confirmed either the serial number or the IMEI of the device and only give them the specific piece they ask for.
If the customer cannot use the website to reset their security questions, what are their options/steps we can help with to reset them?
What is: Attempt to walk them through the site, try to turn on two factor on their trusted device on a trusted network. If not a new account is required.
In what scenarios would you log as Non-Technical? Give three examples for this.
What is: Many options. go through examples. (NEVER Apple id calls)
When screen sharing with a customer, what is the first thing you are supposed to do?
What is: Confirm the ICLOUD account used on the device OR the phone number linked to the ICLOUD account.
When, if at all, can two factor be disabled?
What is: old account (prior to iOS 11, after 10 days they are not able to turn off)
New account (created after iOS 11 on the device) They can't. it is on for good.
When logging an issue as photos on an iOS device that is NOT using iCloud Photo Library, what do you choose?
What is: Photos > select issue
With the exception of outbound calls, when do you NOT confirm the customers information (i.e. phone number, email etc?)
What is: IVR or online cases since the customer has already confirmed their information, we only confirm (OR ask) when it is just an incoming call.
With children accounts, can the parent or guardian verify the account for them and what is the age at which we cannot talk to the parents?
When is it ok to not save a case?
What is: Never is preferred, however calls drop or ARS consults and they don't give you any info about the customer.
When are you allowed to provide ANY information out of the ICST
(Bonus question; What section are you ABSOLUTELY not allowed to discuss at all?)
What is: AFTER they have been verified.
Bonus: What is: the internal notes section at the very bottom.