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Articles
Word Jumble
Repairs
H2H
Exceptions
100
Help! I can't get into my device and it says it's been disabled, can you help me with this?
What is HT1212 or HT204306
100
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What is here to help
100
Customer: My screen is cracked and I would like to know about the option for repair that allows me to drop off the repair at a UPS Store? Advisor: Sure, one moment as I research this information...
What is a CDO--Customer Drop Off.
100
What is the H2H skill that helps that advisor to understand why the customer is calling in.
What is acknowledge?
100
When the customer is having an issue updating his or her software, having iCloud issues, or has an iTunes billing issue this is considered an_____________ exception.
What is automatic?
200
Advisor: This is my first time setting up a repair, can you help me on what article can assist me with setting up repairs? Manager: Sure thing, you can use the following article(s):
What is CP582
200
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What is guided learning?
200
Customer: I do not live near an Apple store and I do not live near a UPS store, what other mail-in option do I have to send my product to Apple?
What is CAS- Customer Arranged Shipping?
200
What is the H2H skill that helps the advisor associate themselves with the issue the customer is having?
What is align?
200
What must be offered to the customer before we can grant an exception?
What is PPI-Pay Per Incident?
300
Customer: Help! I have lost my iPhone or I actually think someone has stolen it--can you help me with this? Advisor: Absolutely, one moment as I pull up the article that can assist you...
What is CP63
300
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What is north star evaluation?
300
I called earlier and spoke with someone who gave me a repair option that is $29 to send me a replacement phone within 2-3 business days however, there will be hold placed on my bank card--can you tell me what type of repair that was?
What is Express replacement?
300
What is the H2H skill that allows the advisor to point the customer in the right direction as they are troubleshooting?
What is guided learning?
300
What article can be used to understand exceptions?
What is CP 1147?
400
Customer: Apple gave me that crazy U2 album on my devices and I can't get it off, can you help me with this? Advisor: Sure, let me pull up the article that can hide purchases...
What is HT201322?
400
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What is logging?
400
I do not have APP+ on my device, nor do I live near an Apple Retail Store, nor do I want to wait 5-7 business days to mail in my product, nor do I want to have a hold placed on my bank account for you all sending me a replacement device. What other option do I have if I do not want to use Apple to repair my device?
What is an Authorized retailer or Carrier?
400
What is necessary to offer when a customer is using a computer to help resolve the issue?
What is screen sharing?
400
If an exception is granted, how should the case be logged?
What is technical?
500
Customer: I recently purchased an iPhone from a friend however, I can not get into the device because it's asking me to sign into the previous owner's apple ID. Can you help me with this? Advisor: It sounds like Activation lock, one moment as I pull this up for you.
What is CP1416?
500
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What is screen sharing?
500
In iLog, how must the case be saved in order to get the option for a repair?
What is hardware--repair needed?
500
If the customer makes a negative statement towards Apple or Apple product and the advisor addresses this statement, this is known as...
What is restoring the relationship?
500
If the issue the customer is calling about is referring to an apple ID, how should the case be logged?
What is non-technical?