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ICE Breaker Round
100

True or false : A child account can be deleted in Family sharing.

Answer: True HT203047 (Family sharing rules)

100

There is a recent update that customers who purchased a gift card from Seven Eleven, Family Mart or Lawson will be eligible for 4 (3+1) months of Apple Music if a new subscriber to Apple Music or 1 month free if the user was a pre-existing subscriber. Which country has this promotion?

IS402526 > Japan

100

A customer is requesting for assistance in changing his country regions settings, and as you have validated the country that he will be moving into, you received a notification that there are still pending downloads on the account. What KB article will you follow?

CP400680-Change storefront country or region

200

True or False.

To continue using Apple Music student subscription, a customer should verify his/her student status through Unidays every two years.

As per gather (not so known info), it is necessary to verify student status through unidays every year. You can also check HT205928.

200

Jayson contacted us stating that he reported some charges for in-app purchases through reportaproblem.apple.com. However, he accidentally also reported a charge for one of his subscriptions and as you checked MZ, the status shows as pending. The customer asked if you could cancel the refund request. How will you assist the customer?

CP400388 > Cancel an existing refund request

200

Jamilla contacted because of a missing song. He is unable to redownload it and content is no longer showing on iTunes Store. What article would you use to support Jam?

HT204406 (if songs are missing from your music library after you turn on Sync Library)

300

Melcedric is contacting us because she wants to delete her Apple account. After checking MZ, you found out that she still has $2.50 store credit balance. You asked Amy to spend the balance but she refused. What will you do to help CED?

You will cash out the balance and choose Apple ID deletion as the reason for the cash out then select the "sends funds to Apple" checkbox.

300

If you spent your Apple gift card in an apple store and you still have a remaining balance. What gonna happen to your remaining balance.

You can still use the balance online or redeem it to purchase in app contents or for your subscription. HT211163

300

After enrolling to 2fa how many days will you be allowed to unenroll it and go back to your previous security type.

14 DAYS HT204915

400

Andrew is contacting us because she wants to purchase a song but doesn't have an option to purchase it and only has the option to play it. What will you tell drew to help her?

Tell Drew to delete the song from her library since she downloaded the song for offline listening already.-Gather - Apple Media Store Support - Not so know information

400

In the introduction of Apple One which of the following subscription under Individual package 14.95 USD are not included?

Family Sharing, Apple News, Apple Fitness

400

Recently Black Pink had a virtual concert presented by Apple Music & NMD, where should you direct a customer claiming they registered for the performance but the link is not working?

MusicEvents@apple.com/ IS402520

400

What is the most unusual food that was brought inside the floor?

KIMCHI

500

How will you confirm the case customer if the name uses characters you can't read?

Unmask the customer details and ask the customer to confirm an alternate piece of information.
Proceed according to whether the customer can confirm an alternate piece of information. CP401404

500

If you receive a chat about Smithsonian Channel Plus, MTV Hits & Comedy Central no longer being available through Apple TV Channel for new subscribers. How should you Log the case?

Affected Product:TV & Video>Subscription Management>sign-up questions>Apple TV channels IS402522

500

When you're creating a new post in AIM, whay are the 3 information that should always be included?

>Knowledge base articles you used for troubleshooting
>Troubleshooting and isolation steps you completed and their results
>Error messages and other relevant details / CP400960

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