What unique identifier is assigned to a handset during manufacturing?
IMEI
100
The Finder application can be closed by going to Finder -> Quit Finder
False - The Finder application is always running, and cannot be closed.
100
What does the green bar for eligibility mean in iLog?
The customer is eligible for phone support, either by the 90 day complimentary period, or having APP.
100
In Safari, what feature do you need to disable on your work computer?
Safari - This allows any pop up windows to appear while accessing Apple resources.
200
What is the Kbase article number that covers handling calls for products that are not eligible for phone support?
CP1147
200
True/False:
The iPhone 3G supports multi-tasking.
False - Only the 3GS and iPhone 4 support multitasking.
200
How can you find the operating system version of Mac OS X?
Apple Icon -> About this Mac
200
What Kbase article outlines Technical Support Advisor Call Handling?
CP28
200
True/False:
A customer can get phone support for their iPhone ANY TIME during their one year limited warranty.
False: A customer can only get complimentary phone support during the first 90 days.
300
In a knowledge base article, when text is in a red section, what does this mean?
Apple Internal Only - Customer's can't see this information.
300
True/False:
On the iPhone 4 (GSM version), you can find the serial number engraved on the back of the phone.
False - It can be found etched on the micro-SIM tray for GSM models.
300
Name 2 ways to make your Mac more secure.
File Vault
Encrypted disk image
secure empty trash
300
How much is an iPhone Single Line Agreement? (ASL)
$29 for one issue, for 30 days.
300
If a customer is calls in after owning their iPhone for 200 days, what 2 PAID support options can you offer the customer?
ASL (Single Line Agreement) - $29
APP (AppleCare Protection Plan) - $69
400
In iDesk, what is the most recent Current Capture?
What is MacBook Pro (15-inch, Early 2011) with internal speaker issues.
400
What is the operating temperature of the iPhone 4?
Operating temperature: 32° to 95° F
(0° to 35° C)
400
Name 1 feature in Mac OS X that make it easier to find your open windows, when it becomes cluttered:
Expose/Spaces
400
What does the red text indicate in iLog?
That it is a required field.
400
Name the four phases of PAIR
Probe
Analyze
Isolate
Resolve
500
Who wrote the knowledge base article, HT1865?
Nathan Cookson
500
What are the Windows system requirements for the iPhone 4?
Windows system requirements
PC with USB 2.0 port
Windows 7; Windows Vista; or Windows XP Home or Professional with Service Pack 3 or later
iTunes 10.1 or later (free download from www.itunes.com/download)
iTunes Store account
Internet access
500
What is the most recent version of Mac OS X nicknamed?
Snow Leopard
500
What Kbase Article outlines placing customers on hold?