Apple ID
Your customer uses Two-Factor Authentication. You notice that the customer is NOT It’s Me eligible in Core. How will you verify the customer’s identity?
What is With a temporary support pin
“Verify a customer’s identity” (CP400433)
Your customer’s credit card has been banned for 65-days. Assuming all other criteria is met, would this card be eligible to be un-banned?
What is Yes per Banned payment methods (CP401041)
What procedural article would you use to assist customers with an unpaid order?
Bad-credit and delinquent orders (CP400331)
What article would you send to a customer who wants to see the subscriptions they are currently paying for?
What is How to cancel a subscription from Apple (HT202039)
Your customer has lost content What is the last step that should be considered when assisting customers with these issues?
What is Regrant the purchase
Lost or deleted Apple media services purchases (CP401794)
Iris uses Two-Factor Authentication. Iris does not have access to her own trusted device. However, Iris does have access to her sister’s device. Which two apps might Iris use on her sister’s device to reset her password?
What is Find My iPhone or Apple Support App
If your forgot your Apple ID Password (HT201487)
What is the definition of Fraud?
What is Fraud is when someone unknown to
the account holder initiates unauthorized transactions.
What Case-Handling step follows "Confirm the issue" per CP400464?
What is Log the Case
When a customer upgrades or downgrades their Apple One subscription, what does it show in MZ support tool?
What is Upgraded
Which article gives turn around times for refunds to be returned to the customer?
What is Issue a refund for Apple media services (CP401412)
Which article provides the device requirements for “It’s Me” verification?
Verify a customer’s identity (CP400433)
What's the Article that provides the advisor their Troubleshooting Skills and Isolation Guide?
What is CP400404: SOP: Troubleshooting Strategies
What article would I send to a customer who is interested in knowing how to find Model Numbers on an iPad?
What is article HT201471 Identify your iPad Model
How do you enroll in an in-app subscription?
What is download the app from the App Store and subscribe within the app.
From what website can customers request a refund?
What is reportaproblem.apple.com
Request a refund for apps or content that you bought from Apple (HT204084)
For a customer who uses Two-Factor authentication, there are two methods of verifying identities. What are they?
What is With a temporary support pin
“Verify a customer’s identity” (CP400433)
Julia received an email from Apple stating that her password had changed, but she did not recently reset her password. What procedural article would you use to assist Julia?
What is Compromised Apple ID Accounts (CP400450)
True or False:
When a customer adds a new method of payment to an account, Apple runs an authorization hold on this payment method.
What is True
How apps, content and subscriptions from Apple are billed (HT201359)
Using the Apple Music Subscription and iTunes Match Subscription the user has a limit to how many songs they can store in the "iCloud Music Library". what is that limit?
What is up to 100,000 songs
Ashanti needs assistance with Apple Music on Sonos. What group would support Ashanti?
Apple Media Services Support (MSS) Advisors
“Apple Media Services Scope of Support” (CP401079)
Your customer wants to use Two-Factor Authentication, what article will give information about system requirements to use Two-Factor Authentication?
Two-Factor Authentication for Apple ID (HT204915)
What are the Three identifiers of Fraud?
What is Gibberish Email Address, Name, Bill-To Location; Multiple Credit Cards with Different Bill-to Location; Template/script usage
Julia has used her Visa, MasterCard and Discover. However, she is still receiving the error “Please enter a valid security code” when making purchases. How should you help this customer?
What is Escalate to T2
Credit cards and Apple media services (CP401748)
On an iOS device or Mac, what happens when you you tap or click "Manage your subscriptions" on the support page "View, change, or cancel your subscriptions"?
What is Your list of subscriptions opens
If a customer’s refund request is denied does the customer have another option for getting their money back?
What is Yes, the customer can submit a dispute.
Ineligible for an Apple media services refund (CP401040)