According to CP1390, the first step of this is to reiterate the customer's description of the issue and ask if you understand it correctly.
What is gaining agreement?
100
This new feature of iCloud stores credit card information for you, along with passwords.
What is iCloud Keychain?
100
Cs, Cu, and Cx have no place in case notes. This feature found in System Preferences can automatically replace those terms with 'customer' as you type them.
What is Text Replacement?
100
Both iOS and CPU Advisors refer customers to this phone queue when a customer needs further assistance with their Apple ID.
What is Account Security?
100
This Knowledge Base article provides links to articles that show the strategy for servicing all Apple Products.
What is CP951?
200
When referring to a third party, you should only refer to these when directed by another AppleCare document.
What are wireless carriers?
200
With this version of Mac OS X, you must use iCloud to sync contacts and calendars between your Mac and iOS devices.
What is Mac OS X 10.9 (Mavericks)?
200
Customers experiencing issues with Maps may chat Apple to talk about their experience. This is the link in the app they should be clicking.
What is "Report a Problem?"
200
This is the minimum version of Mac OS X on which iTunes 11 can run.
What is Mac OS X 10.6.8 (Snow Leopard)
200
According to Knowledge Base article HT3939, iPhone 3GS (Model A1325) and iPhone 3G (Model A1324) were only sold in this country and did not include Wi-Fi functionality, thus can only be serviced in this country.
What is China?
300
Followed by thanking the customer for contacting Apple, this is the first thing you should do when receiving a chat.
What is greet the customer?
300
This is the total amount of storage space a customer can purchase for iCloud.
What is 50GB?
300
Disabling security software may seem just as good, but according to TS3125, this should be done instead, if security software is still potentially causing issues.
What is uninstalling?
300
According to its standard operating procedure, the teams that support the device on which this service is being used, are the teams that support this service that is available on iOS devices and Macs.
What is iCloud? CP1317
300
According to BN2358 for iOS, and in general, CP28, this should be done before setting any device up for service.
What is troubleshooting thoroughly and/or isolating a hardware issue?
400
These type of transactions are not available over chat.
What are credit cards?
400
This iCloud feature allows you to remotely log in to one Mac from another, and even share its screen.
What is Back to My Mac?
400
I like to write my case notes after I'm done chatting with the customer. This article, specific to Chat Advisors, tells me I'm wrong.
What is CP1390 sec. 8
400
This magical device, revealed in 2010, created a brand new category in the industry, and in many ways bridged the gap between iPhone and Mac.
What is iPad?
400
This is the service option where a customer brings their product into an Apple Authorized Service Provider, or Apple Retail Store.
What is Carry-in?
500
This imaginative projection into another's thoughts and feelings is the foundation of any support experience at Apple.
What is Empathy?
500
Before iCloud launched in 2011, a similar set of services was called MobileMe. MobileMe was a re-branding of this.
What is .Mac (dotmac)?
500
Some would say that since its library and media aren't affected by this, it's okay to go ahead uninstall this as a preliminary step in dealing with issues. But uninstalling this should be considered invasive and reserved as one of the last steps to try when troubleshooting.
What is iTunes?
500
This hardware feature now available with the MacBook Pro and iPad was first seen on the iPhone 4.
What is Retina Display?
500
According to CP756, flat rate repair is used when the product is out-of-warranty and not covered by an extended-service plan. This is the more expensive rate used when a product has accidental damage.