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100
What are the system requirements for AirPrint?
Per KBase HT4356: To use AirPrint, you need one of the following devices running iOS 4.2 or later: iPad iPhone (3GS or later) iPod touch (3rd generation or later) You also need a printer that supports AirPrint. That printer must be connected to the same network as your iOS device.
100
What Kbase article outlines supported Microsoft products for syncing to iOS Devices?
CP858 SOP: Scope of Support for Syncing iPad, iPhone or iPod with Microsoft Products: Microsoft Outlook 2003 Microsoft Outlook 2007 Microsoft Outlook 2010 Outlook Express Windows Address Book (Windows XP only) Windows Contacts (Vista only) Windows Mail (Vista only)
100
True/False: You can edit a subscribed calendar.
False: Subscribed calendars: Calendars hosted on a webpage or calendar server, providing read-only access to events and schedules
100
True/False: The YouTube app on an iOS device supports Flash
False!
100
Describe the Faces feature in iPhoto.
The Faces feature in iPhoto uses face recognition to help you find and name the photos of your favorite people, which then appear on your Faces corkboard.
200
In regards to AirPrint, how do you access the Print Center app?
Per HT4356: You can check the Print Queue by double-tapping the Home button to show the recently used apps. Then tap the Print Center. Note: The Print Center is only available while printing is in progress.
200
Describe the difference between a consultation, a warm transfer, and a cold transfer.
A consultation happens when you speak to another group and then return to the customer. A direct (or warm) transfer occurs when you speak with another advisor, conference in the customer, introduce them, and then disconnect yourself. During the transfer, all three parties share the line. This is the most common transfer you use in AppleCare. A blind transfer occurs when you transfer the customer to another queue without communicating with the receiving advisor. This is only allowed in certain specific situations.
200
True/False: Facetime is available through 3G.
False - It is Wifi Only.
200
What are ALL of the Safety First keywords that require a Tier 2 escalation?
Acid Bleed Burn Cut Explode Fire, flame Leak Liquid Melt Sharp Shock Soft As in "The plastic case felt soft, like it was melting inside." Smoke Spark
200
True/False: You should cold transfer a customer to Enterprise support
False - This is not considered a Tier 1 group, you should warm transfer.
300
True/False: A Windows customer can use iPhoto to import pictures from their iPhone
False! Bonus - What application is used?
300
What is the confidential serial number used when setting up a DIY for non-serialized products?
ZZ111222IWP Per CP602: Providing Service for Nonserialized Products
300
Describe the Cocktail Party method in regards to advanced soft skills.
An attention-getting technique based on the theory that, even in a crowded room, when someone says your name, you will react.
300
What Kbase article outlines working with Emotional, Abusive, or Suicidal Customers?
CP195
300
What are the 3 phases of activation for an iPhone?
Cellular Service Activation Device Activation Device Registration with iTunes Account
400
What is the difference between MMS and SMS?
MMS - can send multimedia files such as video and pictures
400
Describe what pairing is in regards to Bluetooth technology
The process of establishing a connection between two Bluetooth devices.
400
Name one resource you could send to the customer if a system administrator is requesting to set up a Microsoft Exchange Server.
AppleCare does not support configuring Microsoft Exchange servers. Refer customers to the resources at www.apple.com/support/iphone/enterprise and to the iOS Enterprise Deployment Resources.
400
True/False: 802.11x is faster than 802.11b, 802.11g, and 802.11n
False - 802.11x a network-authentication standard for Ethernet and Wi-Fi networks, requiring a user name and password to connect to and use the network.
400
According to the Kbase article, Escalating MobileMe Issues via BluePhone, what is the URL to the MobileMe Blue Phone?
http://islaunch.corp.apple.com/dotmac/chat/bluephone/
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