What must be entered in the affected product box in effort to log an issue pertaining to iCloud backup, managing iCloud storage or iCloud photos?
What is iCloud?
100
What component should be used to log "damage" to a button?
Hint: This is a two-part answer!
What is physical damage, button/switch damage?
100
Where should information about why the customer is calling be entered?
What is the issue box?
100
What component should be used when the customer is complaining of a noise when he or she taps the screen of his or her device?
Hint: This is a two-part answer?
What is customer sensory issues> rattling noise when shaken/tapped: Unit
100
What component should be used if a customer is calling in because he or she is unable to sync calendars from iTunes to the device?
Hint: This is a two-part answer!
What is sync with computer (not iCloud)>calendars?
200
What must be entered in the affected product box for an issue pertaining to iTunes billing?
What is iTunes?
200
What component should be used to log a specific issue where buttons aren't working properly?
Hint: This is a three-part answer!
What is buttons and switches>home button>volume button>sleep wake button?
200
After entering the affected product, component, and issue, what is needed for others who are reviewing the case to be able to locate the case?
What is a title?
200
What component should be used when a customer is calling in due to a disabled device? What article(s) should be used to assist the customer?
What is features/settings>passcode lock? What is article(s): HT1212 or HT204306?
200
What component should be used if a customer calls in asking about the iPhone 5 battery replacement program? What steps should be taken?
Hint: This is a two part answer!
What is power>battery life OR power>iPhone 5 battery replacement program?
We should send a diagnostics test to the device in question to test the battery. Then we should check the customer's eligibility using the following site: https://www.apple.com/support/iphone5-battery/
300
What "button" should be selected for the affected product when the issue is pertaining to an iPhone, iPod, or iPad?
What is the copy button?
300
If a customer calls in with complaints of her device being frozen, what component should be used to log this?
What is system wide issues>frozen-unresponsive?
300
Where should any troubleshooting notes be documented?
What is the probing/troubleshooting box?
300
What component should be used when having issues with iOS software updates or backups?
Hint: This is a two-part answer!
What is features/settings>iOS Software update/iOS SW restore?
300
What should the component be for a customer who calls in inquiring about the sleep/wake replacement program?
What steps should be taken?
What number(s) are need to pull up an affected product?
What is the IMEI or Serial number?
400
If a customer calls in saying that their device is "HOT" what component should be used to log this?
Hint: This is a two-part answer!
What is safety>unusual heat?
400
If a customer is calling in because he isn't able to receive messages, what component should be used?
Hint: This is a three-part answer!
What is apps>messages>issues sending/receiving?
400
What component should be used when the customer calls in with complaints of not being able to get through the setup assistant?
Hint: This is a two-part answer!
What is features/settings>iOS Setup assistant?
400
What component should be used to log an issue where a customer can not access a third-party app due it quitting or becoming unresponsive?
Hint: This is a two-part answer!
What is apps>third-party ( user installed)
500
What component should be used to log a cracked screen issue?
Hint: This is a three-part answer!
What is physical damage, display-multiple cracks, display-single hardline crack?
500
How must a case be logged in effort to get the option for a law enforcement referral due to the customer's device being lost and/or stolen? What article should be used in this scenario?
What is non-technical? What is article CP63?
500
What component should be used when a customer is unable to connect to wifi?
Hint: This is a two-part answer?
What is bluetooth/wifi>wifi?
500
What component should be used when a customer calls in complaining that his or her device is stuck in zoom or they are unable to use any accessibility features?
Hint: This is a two-part answer!
What is features/settings>accessibility?
500
What component should be used to log an issue with no sound coming from the headset jack?
Hint: two part answer!