Nano
itunes
Safari
AppleCare
Knowledge Base
100
Who are the first 2 people to Start Apple?
Steve Jobs and Steve Wozniak(co-Founder)
100
T/F Media player is a apple application that allows you to organize and manage songs for your ipod
False -itunes is apple application and we use itunes to place music on the ipod
100
How do you disable pop-up blocking
Safari> click on block pop up windows> bonus ***100 points, Should you turn on pop-up blocking at work?
100
(T/f) we listen silently when a customer is telling us their issue
False-Active listening !!!
100
(T/F)The Fire Extinguisher icon on a Knowledge Base article indicates it is a SOP(Standard Operating Procedure
False - Indicates it is a Emerging issue article
200
what was the major apple brand product first announced in 2001?
iPod
200
What is the proper url for the support page for itunes
http://www.apple.com/support/itunes/
200
Were do I find a Bullet news Article?
within idesk
200
Jack is an Advisor(agent) and downloads an unauthorized/illegal copy of music on his break, is he violating Apple business conduct policy
Yes
200
T/F- In the Kbase Article TS1234 the "TS" stands for Twinkie Stand
False- Trouble Shooting
300
(T/F) the 4th generation is the Current ipod Nano generation
False - 5th Gen nano
300
what is the proper url for downloading itunes
apple.com or itunes.com
300
How do you view multiple webpages on a single Safari window?
Tabbed Browsing, Command + T
300
Tech support is more important than Customer service
False- Customer service is just as important
300
T/F- It is a generally a good idea to view the Discussion Board for search results when handling a customers issue over the phone
False- use proper kbase articles
400
the ipod shuffle has a internal speaker so you do not need headphones to listen to music
False- earbuds are required
400
T/F-itunes cost $19.99 to download to a Mac and $29.99 for a PC
False- its FREEeeeeeeeee, no monthly sub
400
(T/f) FireFox web browser is included on Mac OS X software
False- Safari, Fire Fox is a download
400
What is the correct url to provide to customers if they need online support to further resolve their issue
http://www.apple.com/support/
400
What does the Red bar indicate on a K_base article?
Apple eyes only
500
new ipod nano 5th gen comes in 7 different colors
-False- 9 colors
500
T/F people communicate over the phone by written words and body language
False: Tone of Voice, Spoken words
500
When you use the Reset Safari feature what actions occur?
Clear history, empty Safari Cache, remove cookies, clear downloads list
500
what are the five must have customer service skills
Hold etiquette, Active listening, Gaining agreement, Interested greeting, verifying info
500
(T/F)When using the help menus on a mac this can sometimes lead you to the K-base
True
M
e
n
u