Call Handling
When greeting a caller, which expectation should you set when the call is from outside your supported location?
Explain that you might not be able to call back if the call disconnects.
Which type of Apple ID, if any, does Safe View require?
Safe View does not require specific types of Apple IDs.
What is considered a trusted device for two-factor authentication?
iOS 9 or later/ iPod touch using iOS 11
A customer called in stating that they were cut their hand on the edge of their iPhone. How would you classify this issue?
Iphone>Safety>Sharp Edges
Leon iPhone is experiencing a battery-performance issue. You determine that batter fails the Battery Usage diagnostic. Which of the following should you do?
Offer service options
What is the minimum iOS version a device must have to receive a consent notification from it’s Me?
iOS12
Before you recommend service for a product, what must you confirm with your customer.
Confirm Hardware issue.
In Core, which section is available in Dashboard?
Needs Attention
What is a feature of two-factor authentication
No security questions
Which component and issue do you use to log issues related to the Mail app in iOS?
Device>Apple Apps>Ma
Chase contacts Apple about an issue with his new iPhone. Chase describes the issue and explains that he is prompted to sign in with an Apple ID that he doesn’t recognize. Based on the description, which issue is Chase experiencing?
Activation Lock Issue
Mathilde says, “My iPhone is frozen on the Apple logo.” What might be the root cause?
iOS on Mathilde’s iPhone becomes unresponsive during an iOS update.
Your customer Apple ID use two-factor authentication. Which verification method do you use to verify your customer identity?
Temporary Support PIN
You receive a contact that you must connect to another group. You do not need to introduce the customer to the receiving Advisor. What do you click in Core to connect to customer with the appropriate group?
Transfer
Harris forgot his Apple ID password and is using two-factor authentication for his Apple ID. How should Harris proceed?
Harris should reset his password using a trusted device.
Kim needs help resetting her Apple ID password. You must determine the Apple ID security type to begin guiding Kim. In the iCloud Support App tool, where can you view Kim’s Apple ID security type?
Common info area
Provide an example of an open-ended probing question?
Questions that requiring more than a "Yes" or "No" answer
Phillipe bought a used iPhone. During setup, a message stated that the iPhone is linked to the prior owner’s Apple ID. The setup assistant prompted Phillipe for the Apple ID and Password. How can you assist Phillipe?
Ask him to contact the previous owner to sign out of the Apple ID on the iPhone.
What happens when you restore a device to factory settings?
The information and settings on the device are erased. The latest version of the operating system is installed.
In Core, which section displays the iOS device’s purchase date and warranty status?
The Interaction History section
What does a customer who uses two-factor authentication need to provide for identity verification?
It’s Me verification
You’re trying to confirm the case customer by using the provided name, but the case customer information is blank in Core. Which information do you use to search for the case customer?
Apple ID
Which issues do you escalate to the Security and Privacy team (AMR) or Tier 2 (all other countries and regions)?
Security issues with Apple iOS software
When should you confirm the customer’s issue during a support interaction?
Before determining whether you support the issue
How does Apple define a time-consuming step?
A task that takes 15 minutes or more
What section In Core displays the knowledge base articles that you’ve viewed in Article Viewer?
History
What should you do FIRST when you have an issue with a time-consuming step?
Explain to the customer that you will provide information so that the customer can complete troubleshooting independently.
When do you verify a customer’s identity?
When a support tool or other document directs you too.
What is CND an abbreviation for?
Could Not Duplicate
Your customer wants to transfer or cancel an AppleCare agreement. What department would you help the customer contact?
Agreement Admin
How long should you try to gain agreement on an issue before consulting and transferring to Tier 2?
5 minutes
A customer’s product is linked to case. In Core, what do you click, FIRST in the Logging section to initiate diagnostics testing for the product?
The Info button(i)
What is an example of an appropriate way to greet a caller?
“Thank you for calling Apple Support. My name is (name). With whom am I speaking?”
What term describes a fraudulent method of using SMS/text messages to trick people into providing personal information?
Smishing
In Core, what can you do in Article Viewer?
Search for a knowledge base resource.
On iOS or iPadOS, you can switch a Bluetooth- paired accessory in Settings> Bluetooth. In which other location can you switch a Bluetooth- paired accessory?
Control Center
You cannot update the latest software wirelessly on your iPad. What is the next step should you take?
Use a computer to update the device.
Which verification method is available when you are verifying a customer’s identity for an Apple ID that uses two-factor authentication?
SMS code
You are setting up a carry-in service appointment for a customer. What is the farthest distance from the customer that you should offer for a service location?
50 miles/80 kilometers
Provide a safety keyword and the KB article
KB: CP400439
What task can you perform within a folder of an iOS device?
Organize the app icons.
What is the minimum macOS version a Mac must have to receive a consent notification from It’s Me?
MacOS 10.14