Carry that thing
What is Section 1 Set Expectations from CP178?
The first step if you can not remember your Apple Id Password with Two Factor Authentication.
What is reset or change your password from your trusted device?
Use this resource to find public facing articles and information from Apple Communities, you can search this resource using an full sentance format or with keywords.
What is an Internet Search?
Only use this Aux state for and try to keep your time to less that 1:30 seconds.
What is ACW?
Apple doesn’t cut corners, in products or in business. this means driving quality, honesty, and accountability in all that we do, and actively modeling high standards in matters great and small.
What is Demonstrate Integrity?
What is section 2 reservations in CP178?
If you can not access a trusted device to reset your password this is the next thing your should do.
What is send the code to your trusted telephone number?
Use this resource after clasifying the case to find both public and internal facing articles. Share these directly with the customer and offer to guide them though the steps.
Use short search terms to search this resource, similar to what you would use as the case title in iLog.
Also where you can find the neweset and most recently updated articles.
What is the K-base?
Use this Aux state for Short personal breaks. Should never exceed 5 minutes a day without approval.
What is Not Ready/Idle?
This is about resisting the gravitational pull of mediocrity. It means pushing yourself—and others—to get it right, every time.
What is Fight for Excellence?
When a customer indicates their preference of service location you do not need to do this step when setting reservations.
What is Discuss the search results, and allow the customer make an informed decision. Don't recommend one location over another?
If you can’t sign in, access a trusted device, reset your password, or receive verification codes, you can do this.
Use the find my iPhone app to reset the password on another device?
Use this Internal tool for find hot button issues and guidence on specifc issues in WMM.
Use both sentance format and keywords searches for this resource.
What is Gather?
This Aux state should only be used when
What is Winding Down?
This is not just about selecting the right tasks on which to focus from among the multiple things competing for your attention. It’s about ensuring that others similarly zero in on what’s critical and let go of what isn’t.
What is Drive what Matters?
What is section 3, Prepare for Service in CP178?
This happens when using two-factor authentication with devices running older OS versions
You might be asked to add your six-digit verification code to the end of your password when signing in.
What is a decorated password?
Use this reource when you have exausted your earlier options and need help.
Who are your Peers?
Regularly scheduled segment or approved activity, including reading email or Bullet News articles, completing your timecard, and researching issues for customers
Note: If you require more than your scheduled time, your manager must approve it.
What is Offline?
Getting things done at Apple requires knowing who to talk to and what is important to them. First, you need to know the right people: those whose involvement is necessary to get something done. Then, you need to understand what they care about to effectively engage them in what you are trying to accomplish.
What is Know People?
Ask the customer to a web search of the article number, provide the article title, and tell them that it should be one of the top results.
What you should do it a customer does not have access to e-mail before and appointment?
When you have recently updated your account, you can unenroll for two weeks. Just open your enrollment confirmation email and click the link to return to your previous security settings.
What is the only time you can turn off Two-Factor?
When you have run out of other options.
What is Consult T2?
This Aux state is for Special segments or other tasks that management has approved in advance.
What is Project?
Achieving excellence requires honesty about what is not excellent. Instilling this is about fostering that honesty — pushing people to create something greater rather than getting discouraged.
What is Instill candor and resilance?