Mac OS X
iLog
Windows
Scope of Support
Go Away Rebecca Black!
100
True/False: A user who is is an admin can change the password of another admin user.
True
100
Define "Triggered Content" in regards to iLog
Triggered content are additional selections that appear based on the selections that you make within iLog
100
What is the similar function of a Mac OS X widget in Windows called?
Gadget
100
John just got a brand new Mac and needs help with some of the new features he sees in Microsoft Office 2011. He has APP, and wants to know how to merge contact information into an existing Word Document. Give an example of a good positioning statement for John.
Answers vary - I'm not trained in that product, however I would recommend contacting the experts at Microsoft to help you with that. Let me see if I can find a support number for you.
100
True/False: As part of your network scope of support, you should assist customer updating the firmware on a 3rd party router if there are issues with encryption.
False - Customers should be referred to the manufacturer.
200
True/False: If Bob save a file into the /Users/Shared folder under his account, and then Dave logs in under his account, can Dave open and read this file?
True - Dave can open and read it, but would not be able to save it under the same name since it was created by Bob.
200
As a tier 1 Advisor, you are empowered to log customer complaints, and isn't always necessary to escalate to a Sr. Advisor.
True!
200
Where in Windows XP in the control panel would you find options to remove iTunes, or any other application?
Add or Remove Programs
200
What is the scope of support document that outlines Issues Related to the Windows Operating System?
CP760
200
True/False: Jim calls in for the second time because he cannot connect to his home network. It has been 2 months since his last call, and you see the previous notes. You should go ahead and continue this case since it's the same issue.
FALSE - You should create a new case if it has been more than 30 days since the last time they have called in.
300
True/False: The root user has limited ability as far as changing system settings and modifying other accounts.
False: Root user has almost complete permission to modify any portion of the operating system.
300
Define a "technical solution"
With technical solutions, you give customers the opportunity to purchase for the Apple Online Store and software products that can often resolve their issues.
300
Where in Windows 7 in the control panel would you find options to remove iTunes, or any other application?
Uninstall a program
300
True/False: According to CP858, it is within your scope of support to help a customer find email settings within the supported applications on their Windows machine
TRUE! It is NOT within your scope however, to change any mail settings within a 3rd party applications.
300
What does CDO stand for, and what is it?
Customer Drop Off - They can take their iPhone to a UPS location to mail it off for repair, and UPS will have shipping labels and box for the customer.
400
Name the 3 library folders that Mac OS X uses. (System and user)
/Library (Root Library) ~/Library (User Library) /System/Library (System Library)
400
True/False: A DIY repair involves sending service parts such as logic boards, and other internal iPhone components to the customer so they can repair their iPhone on their own.
FALSE! DIY is for "Do it yourself" parts such as headphones and USB dock adapters.
400
What Windows features allows you to disconnect your iPod safely (Not losing data, etc)
Safely Remove Hardware - Can be found in the notification area.
400
Charlie S. needs to update the drivers for his USB card in order to get it to work with his new iPhone. What Kbase article should you send to him?
HT1768
400
What command prompt utility in Windows XP can you use to find the IP address of the computer?
ipconfig
500
Name the 4 system folders in the root level of the hard drive.
Applications System Users Library
500
What does CAR stand for, and what is it?
Collect and Return - UPS bring the box to the customer's door, packages the iPhone and delivers it to Apple for service.
500
What is the semi-equivalent version of Mac OS X's dock in Windows?
Task Bar
500
According to HT1768, you should assist customers with installing Windows drivers.
False - This is a public document only explaining what the customer needs to do, and explains how to get the drivers they may need.
500
Give an example of a self assigned IP address
169.254.x.x
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