Logging

True/False

100

Accurately logging cases helps Apple Engineering and other teams resolve issues and improve Apple products.

True

200

When I log a case, I will log it under what the customer's perception of the issue is. 

False, Choose classifications that best represent the actual issue, not the customer's perception of the issue.

300

I am to classify the case before troubleshooting the issue

True

400

I can log a case in a Research tab.

False: Log the case only in iLog, and never log notes in other applications or in the Research tab.

500

I log a case as non-technical when a customer has a lost or stollen device. 

True, CP1433: Law-Enforcement Inquiries or Referrals

What resolution do I put?

100

I have a customer who contacted Apple to make a complaint or provide a compliment. I have logged the case under non-technical. Which resolution would I put? 

A: Logged Complaint/Compliment 

B: Provided Information

C: Processed Order 

D: Referred customer

E: Resolved

F: Unresolved 

G: Unresolved- Pending Advisor Commitment

A

200

I helped a customer set up a mail in repair for their device. How would I log the case? 

A: Hardware Repair Needed

B: Referred customer

C: Resolved- Expected product behavior (How to)

D: Resolved - Unexpected product behavior (Bug)

E: Unresolved (no solution offered)

F: Unresolved (pending Advisor Commitment)

G: Unresolved- solution offered

A: Hardware Repair Needed 

300

Customer chatted in about their MacBook unexpectedly powering off. We went through some troubleshooting steps together however, the customer disconnected unexpectedly. How do I log? 

A: Hardware Repair Needed

B: Referred customer

C: Resolved- Expected product behavior (How to)

D: Resolved - Unexpected product behavior (Bug)

E: Unresolved (no solution offered)

F: Unresolved (pending Advisor Commitment)

G: Unresolved- solution offered

E: Unresolved (no solution offered)

400

I have a customer who needs help installing Microsoft Office on their Mac. How would I log the case? 

A: Hardware Repair Needed

B: Referred customer

C: Resolved- Expected product behavior (How to)

D: Resolved - Unexpected product behavior (Bug)

E: Unresolved (no solution offered)

F: Unresolved (pending Advisor Commitment)

G: Unresolved- solution offered

B: Referred customer

500

I have a customer who is chatting on the device however, tier 2 needs to do troubleshooting that will disconnect the chat. The customer is going to chat back in on another device. How do I log the case? 

A: Hardware Repair Needed

B: Referred customer

C: Resolved- Expected product behavior (How to)

D: Resolved - Unexpected product behavior (Bug)

E: Unresolved (no solution offered)

F: Unresolved (pending Advisor Commitment)

G: Unresolved- solution offered

G: Unresolved-solution offered

Do I log?

100

A case came in however, the customer only said "Hey". Do I log the case? 

Yes, because the customer interacted. 

200

Customer chatted in, the warning timer ends the chat. Do I log the case? 

No, not if there is no interaction. 

300

I have a customer who has an issue with their MacBook. I was able to help the customer all the way through. Do I log the case? 

Yes 

400

Customer chatted very upset, was upset about Apple completely. You tried to work with the customer however, you want to avoid a DSAT. Do you log the case? 

Yes, you log the case no matter if the customer is upset or not. 

500

Customer chatted in today about their MacBook not powering on. I gained agreement, gave my assure statement, then the chat disconnected. Do I log the case? 

Yes 

Meets or Needs QA

100

The customer lost their iPhone and needs the serial number for their device. Susan told the customer the serial number. Would it be meets or needs on a NorthStar? 

Needs improvement, For more information, see Understanding Apple's Global Privacy Policy.

200

The customer chatted in four days ago about their MacBook not powering on. The issue was resolved however, the customer is having the issue again. Tom continued the case. Would Tom get meets or needs improvement? 

The customer would get meets, the customer chatted in about the same issue. 

300

The customer chatted in under their MacBook case however, they are needing help with their iPhone. The Advisor still selected the MacBook as the affected product. Meets or needs improvement?

Needs improvement, you must log under the correct device. 

400

The customer chatted in about their iPhone display being cracked, and was in a hurry. The Advisor didn't assure with the customer. Meets or needs improvement? 

Needs Improvement

Before providing instructions to address the issue, the Advisor did not express a willingness to help.

500

The Advisor responded to each customer message, or continuous sequence of customer messages, within two minutes. This excludes holds. Meets or needs?

Meets, the Advisor did respond to the customer.