Show:
Day 1-5
Day 6-9
Extras
100
What is the purpose of keeping Apple's products a secret?
What is innovation.
100
What is the purpose of iLog offline mode?
What is maintenance.
100
How long is Apple's return policy?
What is 14 days.
200
If the customers name populates in the "Case Contact" section of iLog, should we still confirm with the customer that this information is accurate?
What is no. We would just call the customer by the name entered in the "Case Contact" section.
200
Name three other groups you can contact for assistance as a Tier 1 Advisor?
What is AOS, AA, T2, DD, iTunes Support...
200
Name 3 Safety words...
What is Acid, Allergic reaction, Bleed, Burn, Cut, Explode, Fire, flame, Itching, Leak, Liquid,Melt, Rash, Redness, Sharp, Shock, Skin irritation, Soft, Smoke, Spark, Swelling
300
What are four Here to Help Skills in the H2H palette?
What is Assure, Acknowledge, Enrich, Explore, Explain and Personalize, Professionalism, Represent, Align.
300
Name two reason a customer might go through the iOS set up assistant?
What is newly purchased device, replacement device, restoring device in iTunes, or erasing all content and settings.
300
Would a camera defect be covered under the Apple One-Year Limited warranty?
What is yes.
400
Name two communications styles?
What is Entertainer, Director, Feeler, Thinker
400
What is considered accidental damage and what plan must a customer be enrolled in to have coverage for this type of damage.
What is liquid or cracks on the display. Damage that was not caused by normal wear and tear or operation of the device. Customer must have Apple Care Plus with available incidents.
400
What are the elements of the PAIR workflow?
What is Probe, Analyze, Isolate, and Resolve.
500
What is the name of the area in iLog, in which you would "name/title" the customer's case?
What is Symptom.
500
If a customer has an iPhone 7 and wants to activate the iPhone for the first time, could be use iTunes to activate the phone without a cellular data plan?
What is no, customer would still need an activate data plan.
500
If customer has no phone support and a "green" bar in iLog, would we be able to assist this customer via phone support?
What is yes, "trust the bar."