Show:
CONFIDENCE
Two Factor Authentication
Two Factor Authentication (Squared)
FMIP/Apple ID
iCloud/Apple ID
100
When on a call with your customer we should avoid _____ ___ or silence.
What is Dead air.
100
The SOP iDesk article that should be used for two factor authentication calls is _______.
What is CP1389.
100
If the customer put in a passcode prior to putting in Apple ID, how can this help?
What is THE CUSTOMER CAN RESET HIS/HER PASSWORD WITH THE PASSCODE.
100
What article assists advisors with handling Find My iPhone (FMIP) calls from our customers?
What is CP1416.
100
What are the recommended requirements for an IOS device to use iCloud? For Windows machine? For a mac?
What is IOS version 10, Windows 10, macOS Sierra.
200
If you are _________, you will feel happier, which will help you word yourself in a more positive way.
What is SMILING.
200
What is the article we should recommend the customer follow?
What is HT204915.
200
Do we as advisors have any way to expedite the account recovery process?
What is NO.
200
This mode locks your device with a passcode so that others can’t access your personal information.
What is Lost mode.
200
Our customer reports that someone is using their email address with an Apple ID that does not belong to them. How do you support our customer if he or she has two step verification, or two factor authentication as a T2 advisor?
What is send an Apple ID RTA.
300
Stay _________. Don't let yourself get off track.
What is FOCUSED.
300
If the customer does not know their password or have access to a trusted device, what must the customer do?
What is START ACCOUNT RECOVERY.
300
If the customer does not recognize the trusted phone number- how can we assist?
What is HAVE THE CUSTOMER CHECK THEIR DEVICE.
300
Our customer reports they just purchased the phone and it has an activation lock message on the screen. How can you verify if this is a FMIP activation lock?
What is obtain the serial number and use the ICST tool to determine if it is activation locked with FMIP.
300
Please describe the iCloud keychain.
What is It keeps your Safari website usernames and passwords, credit card information, and Wi-Fi network information up to date across all of your approved devices that are using iOS 7.0.3 or later or OS X Mavericks 10.9 or later.
400
GAIN _________, always. Letting the customer know that you understand what they are calling for. This will make you sound more confident.
What is AGREEMENT.
400
If the customer is prompted to put in credit card information, but it is not accepted. How can we help?
What is USE THE ICST TOOL TO PUT IN CREDIT CARD INFORMATION FOR THE CUSTOMER.
400
If the customer is using Two Factor Authentication, knows their password, has only one trusted device, and it is broken - how can the customer turn off FMIP?
What is GO TO ICLOUD.COM, SIGN IN, AND CHOOSE FMIP ON BOTTOM LEFT OF THE SCREEN.
400
According to the SOP article for FMIP, what are the exceptions when trying to identify an accountholder?
What is the accountholder is under 13 years of age, or a relay operator or assistant is calling on behalf of an accountholder who cannot contact Apple directly due to a disability.
400
How would you the advisor help a customer who wants to edit a date of birth for a child under 13 years of age?
What is 1) Locate the Under 13 account in iCloud Support App. 2) Go to Account > Manipulations, and click "Allow DOB Change...". 3) Verify the customer's identity. 4) Explain that the user of the Under 13 account can edit their date of birth at the Apple ID page. The organizer of the Family Sharing group will receive an email to approve the modification once the date of birth is updated.
500
Don't say the words __ ______ ________. It does not sound as if you are confident.
What is I DON'T KNOW.
500
If the customer has put the account in recovery multiple times and Account Recovery Pending status shows "False" what must we tell the customer?
What is Advise the customer to leave the device powered off and submit a new Account Recovery request.
500
Name the characteristics of two factor authentication.
What is No security questions, Requires verification code, and Offers alternate verification code delivery methods if the code is not received.
500
Our customer calls in upset that he has to wait 24 hours to receive the reset password email. Express your positioning to assist this customer.
What is "I understand you are upset, Apple takes security very seriously. Please allow the 24 hour waiting period so that Apple can safely release your account."
500
Our customer has Windows XP and is requesting support for an iCloud issue. How do we handle this call?
What is refer customer to computer manufacturer or to Windows if that information is unavailable.