Articles
What is the article describes how to log cases providing all case classification articles
CP400425 Formerly known as CP1514
If a customer is calling in about an Unrecognized Charge for Netflix but not wanting a refund, What classification article would be used?
CP401285
What MUST we confirm before attempting identity verification?
Are you the account holder? CP1322
Trusted Device HT208476
Probing: Which of the following questions can we ask to determine the first step in resetting the password?
A) Have you ever reset your password before?
B) Does anyone else have access your account password?
C) Are you currently signed in to any Apple device or have an Apple device nearby?
Are you currently signed in to any Apple device or have an Apple device nearby
What is the Procedural article for Apple ID issues?
CP400427
If a customer is calling due to their Apple ID being disabled in iTunes & App Store. What classification article will we use?
CP401315
What are the 3 words we MUST state when handling screen share and what must we also ASK for when using Safeview?
"recorded" "quality" & "paused"
Apple ID signed into iCloud or iMessage
CP1210
How do you reset a customers password if being prompted to sign into iCloud?
Enter the password incorrectly 3 times HT208476
What information do we want to gather to assist with verification codes not received?
Do you still have access to your trusted devices and/or trusted phone numbers
DAILY DOUBLE
When handling repairs.. What article provides ALL Service Options Articles for each Device?
Hint: Go to article that will lead you to all the repair articles no matter what type of device.
CP400438 Formerly known as CP951
SOP: Service Strategy Matrix
If a Customer is calling in requesting assistance in Authorizing their computer. What classification article will we use?
CP401329- Music Classifications
DAILY DOUBLE
When providing information we can provide customers accessible information on what 4 portals and what article list them
Where would you guide a customer when resetting the Apple ID password w/ no access to iOS or macOS devices?
What should we ask the customer if they need to start account recovery without their trusted Device?
Do you have access to a friend or family member’s device who has the Apple Support App or FMIP
What is the article that lists what departments require a warm transfer?
CP400440 Formerly known as CP56
Daily Double
If a customer is calling in because they received an error that they cannot associate their device w/ their Apple ID for the next 39 days when trying to access their Apple TV subscriptions. What classification article would we use?
BONUS: Are there other Articles that also have this same classification and if so what are they?
CP401362
BONUS:CP401285- Apps Store
CP401324- Apple Books
CP401329- Music
What article states not to discuss Surveys and to remain transparent when customers ask?
CP1284- Handling Apple Internal Information
What are one of the 2 ways to enable Two Factor Authentication
Setting up a new device or setting it up from a device you are already using
Trusted Number:
The three ways a trusted phone number can be managed
An iOS device, macOS device, appleid.apple.com website.
What procedural article covers how to help customers with Account recovery requests
CP400431
If a customer ws calling in due to a decline error when trying to purchase Apple Music prompting to contact Apple Support. What classification and classification article will be used?
CP401329- Music
Transaction & Payment Methods
Decline Error
DAILY DOUBLE
What are the 2 new drivers moved from the Logging Attribute down to Compliance on the per CP1503 Phone Quality Standards
“Customer Record- The Advisor did not select the correct case customer for documenting the interaction when required.”
What iOS version is required when setting up Two Factor
iOS 9 or later HT204915
If they don't have access to their trusted devices customers can verification codes with what two options
Get a text or phone call with a code