Apple Acronyms
POD & SPOD
- Proof of Delivery
- Signature/Signed Proof of Delivery
What is the highest value of an item that can be replaced or refunded without the customer needing to return the item to Apple if unsatisfied for a given reason?
$R700 - Brazil
1,500 - Mexico
What is the keyboard shortcut for copying a Sonar email?
What is "Shift+Command+T"
Which billing block must be applied to an order in ZV33 in the first stage of working a DANFE tracker issue?
What is a "Prices incomplete" block.
Which streaming platform was created first, Apple Music, Pandora, or Spotify?
What is "Pandora" - 2005
- Spotify (2008)
- Apple Music (2015)
RMA
What is "Return Material Authorization"
If the customer bought an iPhone, but the headset or cable was missing from the box, what issue would be raised in SEMS?
What is "Partial items received"
The first iPad was released in April of what year?
What is "2010"
In VA01 (Create Sales Order) name at least 5 order types you can create.
(OR, CR, DR, RE, ZREP, ZFDB)
Which came first, the iPod or Camera Phones?
What are "Camera Phones" (2000) - iPods 2001
BOSS
What is "Back Office Self Service"
A core tool used by the Retail Contact Center (RCC) to contact all the support teams for requests that cannot be handled in Toolbox.
A customer contacts Apple and claims that their iPhone they received is damaged, and requests a replacement. Describe the steps needed to make the customer whole.
Brazil - Create a $0 RM to receive the returning item, Create a $0 replacement (ZREP) with an 88 block, Create the coleta in order to pick up the damaged item, send the customer a Sonar email with Coleta instructions.
Mexico - ??
How old was Steve Jobs when he founded Apple Computers, Inc. with Steve Wozniak?
21 yrs old - 1976
In transaction code Z015, what are the action numbers needed for the following :
- Send a ZGEM email
- Cancel an order with contact to the cx
1. 14 - send zgem email
2. 63 - cancel with contact
Which was created/founded first, Tesla or The iPhone?
What is "Tesla" 2003 (iPhone 2007)
SEMS
What is "Shipment Exceptions Management System"
Describe what an 88 Block is, and why order support uses it.
When a return for replacement is set up, the replacement item goes on an 88 RMA Replacement Hold Delivery Block to keep the replacement from shipping until Apple has confirmed with the carrier that the original order has been picked up or that the customer has sent back the item via return labels.
Name a former CEO of Apple who also worked for a corporation related to food, and what was that company?
John Sculley, PEPSI
When sending a ZGEM email from Z015, what is the reply-to-email address used (BR/MX)?
🇧🇷 applestore_brazil@apple.com
🇲🇽 applestore_mexico@apple.com
Which company was founded first, Microsoft, Apple or Starbucks?
What is "Starbucks" (1971)
- Microsoft 1975
- Apple 1976.
CNPJ / IE
- Cadastro Nacional de Pessoas Jurídicas
- Inscrição Estadual
Brazil - Request a confrontation, re-assign the SEMS to the carrier and complete the task
MX - ?
Who directed the 1984 "Introducing Macintosh" Commercial? Hint; They also directed Blade Runner and Alien (1979)
Who is "Ridley Scott"
Why might a DANFE error occur after a CNPJ review has been performed?
Confirm with Thiago & Samara :)
Who was born / invented first; Steve Jobs, Super Glue, or 9-1-1?
What is "Super Glue" (1951)
- Steve Jobs - 1955
- (9-1-1) - 1968