Articles
Best Practices
H2H
North Star
Mac Pro
100
This article details when a support exception is appropriate to offer a customer whose device has already surpassed the 90 days of complimentary phone support .
What is CP1147?
100
The elements of this strategy are: Listen, recognize, apologize, empathize and assure
What is "Establishing Common Ground"?
100
This H2H attribute is meant to prevent customer frustration, confusion, and uncertainty, explain what needs to happen and why.
What is Explain?
100
This Customer Critical element of the NS evaluation is based on a commitment to help resolve the customer's issue.
What is "Assure"?
100
This helps identify the potential source of a hardware issue. Mac computers made after June 2013 use this tool. Mac computers made before June 2013 use Apple Hardware Test (an earlier version of this).
What is Apple Diagnostics?
200
This article outlines proper etiquette for transferring a customer to another AppleCare team.
What is CP56?
200
If done properly, you include a 3 point recap, volunteer the case number via email attached with a relevant KB article and ask a gaining agreement question.
What is a proper call closing?
200
This H2H attribute focusses on how to inspire and empower the customer, provide related information about features, products, or services.
What is Enrich?
200
Should an advisor fail to access the most relevant KB article for every interaction &/or use their Apple developed interactive tools when the issue calls for it, the advisor would receive a "Needs Improvement" for this Business Critical element of the NS evaluation.
What is Tools?
200
Along with USB, this is another popular connector for adding peripherals to your computer (also called IEEE 1394). It is most often used to connect digital camcorders, external hard drives, and other devices that can benefit from the high transfer rates (up to 480 Mbps) supported by the connection.
What is FireWire Cable?
300
Use this document to inform customers of Apple's Privacy policy and help them choose how Apple will use their personal information.
What is CP127?
300
This piece of information is the best and most efficient to gather from the caller when searching for a customer detail record in iLog. It's often compared to a Social Security Number because it's unique only to one individual.
What is the Apple ID?
300
This H2H attribute is often referred to as the "probing attribute". It's a means of obtaining important information and find the most effective resolution for the customer by asking thoughtful questions that relate to the situation.
What is Explore?
300
Handled the interaction in a reasonable amount of time is the basis for this Business Critical element of the NS evaluation.
What is Case Duration?
300
This is an OS X app that stores passwords and account information. You can use it to reduce the number of passwords you have to remember and manage.
What is Keychain Access?
400
This document describes how to support customers with Apple ID issues. This is your 1-Stop-Shop for everything Apple ID.
What is CP1340?
400
You should never use this trigger unless you've: A. offered a solution, B. tested that solution and C. confirmed that the solution is a real resolution.
What is Issue Resolved (expected behavior)?
400
This article describes the Here to Help attributes and contains links to the North Star guidelines that evaluators refer to when monitoring interactions.
What is CP1500?
400
If an advisor does not use descriptive instructions while supporting a customer, they will not be "dinged" for this Customer Critical element of the NS evaluation, only if they have initiated a screen sharing session.
What is Guidance?
400
With this you can encrypt the contents of your entire disk drive and keep your data secure. To enable or disable this feature, open the Security & Privacy pane in System Preferences.
What is File Vault 2?
500
This document SUPPLEMENTS the general guidelines in the Technical Support Advisor Responsibilities article (CP35) and the Technical Support Tier 2 Advisor Responsibilities article (CP25).
What is CP28?
500
It's not necessary to gather the customer information at the BEGINNING of your interaction of an "incoming call" if the CALL TYPE is either of these.
What is C2C (Click to Call) and/or SCB (Scheduled Call Back)?
500
Customers have certain expectations of Apple. If those needs aren't met, customers are less likely to be satisfied. These Customer Critical attributes measure behaviors that have a significant affect on customer satisfaction and are scored on the Phone Standards Quality Form evaluation, aka the NorthStar evaluation. These are the attributes customers have made clear that if not satisfied, would result in a negative survey response.
What is Assure, Knowledge, Guidance, Professionalism and Holds?
500
The Regulatory Critical element of the NS evaluation that protects Customer Privacy and Information Security, as outlined in CP127, Apple's Global Privacy Policy.
What is Compliance? Can you name the other Regulatory Critical element of the NS evaluation?
500
This OS X was SUCCEEDED by Mac OS X 10.5 Leopard on October 26, 2007, after 30 months, making it the longest running version of Mac OS X.
Mac OS X 10.4 Tiger?
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