Name that …
Where does iLog automatically display chat request when they arrive?
Above the product eligibility bar
Which of the following should you do if a customer has a consumer law coverage question?
Schedule a callback from the phone support in the customer region
How do you accept an incoming chat?
Click the chat tab.
Which of the following is an appropriate troubleshooting step for issues related to sending and receiving text messages?
Check for cellular connectivity and signal strength
When dealing with a difficult customer situation, which of the following demonstrates how you can use the Represent skill in H2H.
Focusing on what we can do and remaining positive
Where in iLog do you begin a consult with another AppleCare group?
Consult button
You are troubleshooting a iMessage issues with Sarah. Sarah types quickly and is dissatisfied with the amount of time it takes to receive a response from you. How do you handle this type of dissatisfaction?
Advance the chat session
According to CP1390 how long do you have to respond to your customer?
Two minutes
Melanie sees “Activation unsuccessful” every time she tries to enable iMessage on her iPhone. Which of the following could be the cause of her issue.
Melanie’s iPhone does not have a strong cellular or Wi-Fi network
You consult with Tier 2 and she agrees to take ownership of the case. How do you transfer the case to the T2 Chat Advisor?
Click the “Transfer” button in the consultation window.
Which of the following does a small speech bubble icon on a chat tab in iLog represent?
The customer is typing a message
If a customer is chatting you from the affected product, which of the following should you do?
Anticipate troubleshooting steps that might inadvertently disconnect the chat
What happens to a case chat tab when you transfer a case in iLog to another team?
The chat tab enters ACW
Molly’s iPhone can’t get online while connected to a Wi-Fi network, even with a strong signal. Which of the following might explain the issue?
Molly needs to login to use the internet.
Which of the following happens immediately after you choose to restore an iOS device from an iTunes backup?
iTunes lets you choose a backup to restore the device from
Someone contacts Apple on behalf of the device registered owner. Where do you recored the information of the person who contacted Apple?
Case contact section of iLog
You’re working with two customers. Your first customer needs an Apple Store appointment. Your second customer needs assistance with the Mail app on her iPhone. How would you prioritize your customers issue to give both customers the best experience?
Schedule the Apple Store appointment and then troubleshoot the Mail issue
How long can a customer wait to send a message before iLog’s automatic warning timer feature sends a message?
90 seconds
If your iOS device can’t get online while connected to your home Wi-Fi network, which troubleshooting step should you try? Assume that the device can join other Wi-Fi networks normally, and other devices are using the home network normally.
Check for a self assigned IP address.
What type of information does iCloud backups include during the back-up process?
Call history and device settings
Which button do you click to insert a prepared response into the chat field?
The Insert PR button
Which of the following should you do if a customer chats you from an embargoed country?
Explain to the customer that Apple does not provide support for the country
If you see a yellow or red timer on a chat tab in iLog, how do you remove it?
Click the tab with the timer, and send the customer a message
After removing the headphones from her device, Trisha can’t hear sounds from the device receiver. When Trisha adjust her volume, a Headphone volume indicator appears on the display. What most likely caused this issue?
The headphone jack has debris
Which of the following should you do if a chat disconnects before you receive a message?
Do not log the case