Compliance
What MUST you ask before verifying the account holder?
Are you the Account holder
What MUST we do before escalating declined transactions in MZ?
Verify the customers Identity
What articles explains how to verify a customers identity in iCST?
CP1322
During troubleshooting customers issue, if advisor reads aloud from Apple Internal articles and/or Gather would we score this Meets or Needs?
Needs-
What are the 3 Magic words MUST we say BEFORE Initiating Screen Share?
"Recorded" "Quality" & "Paused"
How old must a customer be BEFORE initiating Screen share?
18yrs or Older
What article covers the 3 pieces of information we can CONFIRM not VOLUNTEER when customers call in about Unrecognized Charges not found on their account, but on a Related or Family Share account?
CP767
If the account holder begins verification steps but has to run in the store and passes phone to the spouse and advisor continues to finish verifying with the spouse, but states he/she can't discuss account information with the spouse without getting authorization from account holder, would this be scored meets or needs?
Needs-
What 3 things can we CONFIRM not VOLUNTEER when the customer calls in about unrecognized charges not related to their account?
Apple ID Email Address
Name on the Account
The type of device used
What Must be omitted when completing the verification template from iCST
IP address
What articles covers the 4 portals we are able to provide customer accessible information from after successfully verifying the account holder?
CP127
If a customer calls in about their Apple Watch and the customer states when wearing the watch during their workout it seems they have a Allergic Reaction and feels the Apple Watch is making their Skin Irritated because it starts ti Itch around the watch band, and the advisors informs the customer this could be due to the different oils or lotion the customer wears when working out and to see if it happens when the skin is dry and if so call us back. Meets or Needs?
Needs-
Per CP128- Allergic reaction, Skin Irritation and Itching are ALL keywords when determining if the customer is experiencing a Safety Issue
When using SafeView for screen-share, what MUST we ask from the customer?
The Apple ID signed into iCloud or phone number registered with iMessage on the account
What MUST we do on every call when greeting customers, no matter how the call comes in & what article(s) cover this?
Ask for the name
What article covers the Meets Expectations & Needs Improvement Drivers for ALL Quality Attributes?
CP1503
When Screen-sharing using Safe view- If an advisor confirms:
Caller is above the age of 18
States "recorded' "quality" and "paused"
Ask for the email address signed into the settings of device
Would this be scored Meets or Needs?
Needs-
The advisor did not ask for the Apple ID signed into iCloud
In what 5 circumstances MUST we pause the screen- share session?
When screen-sharing using Bomgar and sending Invitation email, What MUST we ask from the customer?
Ask for the email address that the customer can access on the computer
What Article covers Handling Apple Internal Information?
CP1284
When screen- sharing, If the advisors Safe View tool isn't functioning properly and the advisor is unable to pause session, so the advisor instead minimizes the screen share window and advises the customer to let them know when they are finished putting in personal information such as credit cards or password. Would this be scored as Meets or Needs?
Needs-