PEN IS MIGHTIER
ABOUT THE BENJAMIN'S
What the VDN?
MARRIAGE
I GOT THE BLUES
100
The title of this kbase article is "SOP: iTunes Scope of Support
What is CP737?
100
True or False: Customers need a support agreement (APP/PPI) to receive iTunes billing support.
False.
100
(True/False)If i’m a CPU Advisor and a customer calls in with questions on how to use iTunes, would I handle the call?
True
100
What are the Five (5) R's for IOS Support
What is Restart,Reset,Restore,Repair, Replace
100
Where are my iTunes files located?
What is HT1391
200
The knowledgebase article that provides information about iTunes backups, where they are stored and what information is backed up
What is HT4946?
200
True or False: Customers can change/edit payment information for iTunes on an iOS device. Provide the knowledge base.
True. HT1918
200
I have a Windows 7 machine and I'm getting Error 3001 when trying to purchase a movie on iTunes. What group would you send it to? For bonus points, what article number you would use.
Route the call to IOS Support for support under Windows. Follow article TS3297
200
What article can a customer use to see what is backed up to iCloud?
What is PH12519
200
How can I see my prior purchased music in iTunes? (iTunes in the Cloud)
What is HT2519
300
DAILY DOUBLE: The kbase you use to troubleshoot "The feature you are trying to use is on a network resource that is unavailable" alert when removing Apple software in Windows
What is TS3704?
300
Customer requests refund for an application. Name the websites that support this function.
What is expresslane.apple.com & reportaproblem.apple.com?
300
A customer purchases a Verizon iPad at store.apple.com and and she can't access the iTunes Store with her Apple ID. What department should be consulted?
IOS Support
300
What Article can we use to find the SOP for syncing issues with Microsoft products.
What is CP858
300
My content isn't showing up after I updated my iTunes.
What is TS1967
400
Where I would find the answer to Error 1013 when trying to restore in iTunes?
What is TS3694?
400
Daily Double: Name the order of iTunes billing methods and the knowledge base to support your answer.
What is content credits, Gift Certificates, iTunes Card, or Allowance Account credits; your credit card or PayPal account is then charged for any remaining balance? HT5582.
400
A customer calls in frantic cause her iPad will only sync on her Windows machine, but she wants to sync across both her PC and Mac . What group would handle this?
IOS Support
400
(True/False) You can set up MobileMe, Yahoo, Hotmail, Gmail, and Exchange ActiveSync on the same device and configure them to sync contacts and calendars over the air, and the data from these sources can coexist on the device.
True, And Article HT1297
400
A customer purchased a movie in iTunes,but they can’t see it in my purchase history. What article would you use to help out this customer?
HT4919
500
My customer lost an app after restoring his device to factory settings using HT1414. I need the kbase instructions for how to redownload that app into iTunes. The customer knows how to sync from there.
What is HT2519
500
Customer receives the following message: "The answers to your security questions were entered incorrectly several times. For your protection, this Apple ID is now locked and unable to make any purchases." Name the steps needed to resolve this issue.
What is a) access My AppleID (appleid.apple.com) to reset security questions if rescue email address has been set up. b) verify customer's identity and reset challenge response questions if no rescue email address has been set up. Customer will then access appleid.apple.com to answer new security questions.
500
A customer calls in with a billing issue. She states she has "unauthorized charges on her account". She is not in front of her computer and didn't get an invoice in her email. She believes this is fraud. What group would handle this?
Express Lane 1087286
500
The iPhone 4S gives 60 percent more pixels than the camera on iPhone 4. This means the 4S camera offers you this many megapixels.
What is 8?
500
DAILY DOUBLE: iTunes Store accounts are Apple IDs automatically. You can choose NONE as a Credit Card option to eliminate the need for billing/payment information on your account. You cannot choose NONE on an existing account if you have this.
What is a balance due to the iTunes Store?
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