Mail
Mac OS X
iLog
Windows
Potpourri
100
This type of 'Doctor' can help you troubleshoot Mac OS X Mail issues.
What is the Connection Doctor
100
What is the application you can use to find the customers serial number? 
System Profiler
100
What is the preferred repair option for iPhone customers?
CDO = Customer Drop Off.
100
True/False: As part of your scope of support as an iPhone agent, you can assist a customer in creating a new user to help troubleshoot an issue. T/F
TRUE! CP760
100
When an advisor diplomatically tells a customer something they don't want to hear it is called?  
Positioning!
200
What is the URL for the MobileMe Email Account Tool?
http://support.me.com
200
What troubleshooting tools would you use to verify and repair the hard disks directory? 
Disk Utility
200
If a customer is calling about a related case but now has a different issue, should you continue the case in iLog?  
NO! You should create a new case for a different issue.
200
True/False: The System Configuration Utility is used to get information about your Windows computer, such as computer speed, RAM, and system version information.
FALSE System Information will give you this info. System Configuration controls start up items.
200
What is the IP address for a Self Assigned IP?  
169.254.x.x
300
This slang word is commonly used for unwanted junk mail. Usually sent in bulk to many recipients at once.
What is spam
300
Tiny Elvis keeps all his home movies in his movies folder. What path would get you to his movies? A) /Library/Movies B) Macintosh HD/Users/Movies C) ~/Movies D) /Macintosh HD/Movies/TinyElvis
C! ~ = Home directory/Movies
300
What should you tell customers to do before they send their iPhone in for repair?  
Backup data, transfer rented purchases, take out SIM card, don't include accessories.
300
What feature allows you to disconnect devices such as iPods, flash drives, or external drives?
What is Safely Remove Hardware
300
What does SSL stand for and what does it do? 
Secure Socket Layer - Encrypts data.
400
What port number is commonly used for POP access, in regards to Mac OS X Mail?
Port 110 Source: http://training.info.apple.com/newagent/xfunction_/modules/tech/macosx/macosx_supporting_mail/student/ports.html
400
True/False: Root user is the account type that all Macs are initially set up with for the first user.
FALSE - It creates an admin account for the first created user.
400
What is the word for the options that appear in iLog, which will change depending on how you enter information?  
Triggered Content
400
What tool will show a Windows user's IP address?
What is ipconfig
400
What information does the command prompt ipconfig give you in Windows? 
It will give you the networking information on all the network devices, including your IP address info.
500
What Kbase article can you refer the customer to if they need to ask their ISP if they are having issues sending, receiving, or configuring mail?
What is HT1277
500
Frank has forgotten his WiFi password when she was setting up her iPhone, but she has 3 iMacs that can connected to it currently. What tool could you use to retrieve his saved password information?
What is Keychain Access
500
What knowledge base article number explains how to set up repairs in iLog?
CP582
500
When working with Windows, what does disk management allow you to do?
This tool allows you to manage disks on the computer. With it, you can change the drive letter, delete partitions, create partitions, and format a drive, among other advanced options.
500
Jimmy has a wireless camera installed in his house that uses TCP/IP. In this example, what is the link, the node, and the protocol?
Link = Wireless Node = Camera Protocol = TCP/IP
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