Apple ID
If your customer receives a password reset notification that he or she did not initiate, what is your first step?
What is Advise the customer to reset his or her password
Which of the following happens after you choose to restore an iOS device from an iTunes backup?
What is iTunes lets you choose a backup to restore data from
Which one of the following is WITHIN the iOS scope of support?
What is Issues installing GarageBand for iOS on iPhone.
Which of the following information can you find in the Mail pane of the iCloud Support App?
What is Email storage quota and usage information
In which situation should you offer screen share?
What is the customer has a how to question.
Brody receives a password error when he tries to log in using his Apple ID on his iPhone. Which of the following should you do to assist Brody?
What is Recommend that Brody try to reset his password using the My Apple ID website.
Which type of data can iTunes sync between an iOS device and a computer?
What is Audiobooks
Trisha can’t access her iCloud account. Which item do you check in the iCloud Support App to determine whether Trisha has incorrectly entered her password too many times?
What is DS Lockout
Which of the following is true of rechargeable lithium-ion batteries in Apple products?
What is Recharging speed decreases as the battery charge gets closer to 100 percent
A customer contacts AppleCare for a second time about her Apple ID account. According to the case notes, the previous Advisor confirmed the customer’s identity. Which of the following is true?
What is You must verify the customer’s identity, even if a previous Advisor did so
Which iTunes device settings pane contains the backup options for an iOS device?
What is Summary
Which of the following is outside your Scope of Support when you troubleshoot iTunes syncing with Windows apps?
What is Backing up customer data
Which of the following is true of using iLog to email Knowledge Center articles to customers?
What is You can email multiple articles at once.
Which of the following can help a rechargeable battery’s performance?
What is Remove a device’s case before you recharge it.
Senja took several pictures with her iPhone, but when she opens Photos on her Mac computer, the pictures aren’t there. You confirm that iCloud Photo Library is enabled on both of her devices with the same Apple ID. Which of the following might explain Senja’s issue?
What is The iPhone uploads pictures only when it’s connected to a Wi-Fi network.
If an exclamation point appears next to a song in iTunes and the song will not play, which of the following should you try first?
What is Choose Edit > Get Info to locate the song on the computer.
Which Bluetooth profile lets iOS devices interact with wireless keyboards?
What is Human Interface Device Profile (HID)
Which step of the email process uses the IMAP or POP protocol?
What is Receiving
How do you resolve the following error in Windows: “Cannot delete iPodService.exe: It is being used by another person or program”?
What is Manually quit the iPodService.exe process
How does iCloud back up content?
What is iCloud backs up only content that changed since the previous backup
Which of the following is true about iTunes Match?
What is you can use iTunes Match on up to ten devices (no more than five of them computers).
Which Bluetooth profile do car makers use to sync contacts with iOS devices?
What is Phone Book Access Profile (PBAP)
After removing the headset from her device, your customer can’t hear sound from the receiver. When the customer adjusts the volume, “Ringer (headphones)” appears on the display. What most likely causes this issue?
What is the headphone jack has debris.
Which of the following symptoms suggests that a rechargeable battery is defective instead of depleted?
What is A six month-old device’s battery suddenly does not hold a charge