Scope of Support
The department that handles troubleshooting issues with Apple TV hardware and Apple TV Remote.
What is Mac OS Support? (CP401878) (Products Apple Advisors Support) or (CP401240) (Apple TV scope of support)
The solution if a customer's Apple ID is in "DS Lockout".
What is resetting the Apple ID password? (HT204106) (If your Apple ID is locked or disabled)
Probe, _______, Isolate, and Resolve are the steps in the troubleshooting strategies concept.
What is Analyze? (CP400404) (Interactive guide for troubleshooting strategies)
The only iPhone service option for customer in Puerto Rico.
What is Carry-in? (CP400270) (Service options for iPhone)
A section of core that an advisor can view a case that they are tracking or cases they have completed.
What is My Cases? (Located top right of core)
A customer has called in multiple times about the same issue. ______ is the department that Tier 1 advisors can consult for assistance.
Who is Tier 2 Support? (CP400470) (Contact Tier 2 Technical Support)
An automated function that helps customers regain access to their Apple ID in the event that they forget the password or can no longer receive a verification code due to not having access to a trusted device or the trusted phone number on file.
What is Account Recovery? (HT204921) (How to use account recovery when you can’t reset your Apple ID password)
SafeView and ________ are the two applications advisors use for screen sharing.
What is Bomgar? (CP400650) (Share screens)
A CP article used to help the advisor if a customer's return label has been damaged or lost for their repair.
What is CP400423? (Repair issues)
The 3 required keywords that must be used in the conversation before initiating screen sharing.
What is recorded, quality, and paused? (CP400650) (Share screens)
The department that supports all iCloud features available on a Windows computer that meets the minimum requirements.
Who are iOS Advisors? (CP400744) (iCloud scope of support)
The two possible forms of communication the customer will receive to regain access to their Apple ID after the Account Recovery waiting period is over.
What is a "text" or "automated phone call"? (HT204921) (How to use account recovery when you can’t reset your Apple ID password)
For phone advisors place the customer on hold no longer than ___ minutes total (excluding consultations).
What is 5 minutes? (CP401183) (SOP: Placing calls on hold)
For Airpods to receive service the customer must have the ________ serial number.
What is the "charging case" serial number? (CP400705) (Service options for Apple accessories)
A CP article used to show the advisor how to classify the case if the call or chat disconnects before confirming the issue.
What is CP400425? (Log a case)