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Iphone
Itunes
Ipod
Call Flow
Misc.
100
Iphone issues usually fall in what three categories?
What is connectivity, synching, and iphone?
100
In relation to iPod, a term used to describe the process of moving information from the computer to the iPod
What is synching?
100
Included accessories that come in Ipod nano box.
What is stereo headphones, dock connector to USB cable, dock adapter?
100
Settles warranty issues, date-of-purchase disputes, etc.
What is Agreement Admin?
100
Last troubleshooting step for ipods.
What is restoring?
200
How to disconnect bluetooth and Iphone.
What is turning the bluetooth off or disabling bluetooth on Iphone.
200
Tab to synch contacts, calendars, and notes
What is the info tab in itunes?
200
After synching voice memos, iTunes then places the files in the following folders in your iTunes library.
What is Unknown Artist > Unknown Album?
200
Handles disputes between customers and AASPs.
What is Customer Relations?
200
Social networking, real estate, travel, news and information.
What are types of applications that use location services?
300
Only time when you should Reset the Iphone?
What is: iPhone is frozen and you are unable to restart using "Slide to Power Off".
300
The audio compresses but the format doesn't remove sound, so sound quality remains high.
What is Apple Lossless?
300
Allows you to use some iPod models as an external hard drive and copy files, documents, and applications to the iPod.
What is disk mode?
300
Gain agreement about the issue resolution Introduce self-help resources. Provide the case number to the customer. End the call.
What are basic steps for call handling procedures for CPU, iPhone, and iPod for closing the call.
300
Features that can only be found with active mobile me account; customer must have mobile me account on the device and set "push" to ON.
What is find my Find My iPhone,Display a Message, and Remote Wipe?
400
Leave USB plugged into computer, but not Iphone. Power off Iphone. Hold down home button while plugging USB into Iphone. Wait for message in Itunes.
What is recovery mode?
400
How to verify a successful conversion of a video file.
What is playing file in Itunes?
400
A Tier 1 agent can do the following: Replace missing or damaged items. Provide complimentary technical support when specifically instructed by another procedure or for customer satisfaction reasons when approved by Technical Support Tier 2 per this KB.
What is CP325?
400
The receiving Advisor will call the customer back, unless: The customer's contact information is not available to the receiving Advisor. The transfer is to a non-AppleCare contact-center group, such as the Apple Store, Sales, Sales Support, and so on.
What is a disconnect during a transfer?
400
Merge or Replace, Change Alert, Conflict Resolver
What are the three alerts that can appear when syncing information content?
500
iTunes Sync Settings SMS conversations Safari cookies and history Maps and Safari bookmarks Contacts, Calendars, and Notes Application and hardware settings (including App Store applications and data) Images in the Camera Roll Keychain (passwords and Bluetooth settings)
What is included in Iphone backup?
500
Advertised song capacity is based on what time frame and what encoding rate?
What is 4 minute songs encoded at 128 Kilobits per second AAC (Advanced Audio Coding)
500
Contains both visible data, such as notes and contacts, and invisible data that iTunes adds to the device.
What is data partition?
500
Do not refer such customers to Apple Corporate Security.
What is customer reports that a product was stolen?
500
Any application or mobile device which can use MAPI/RPC or Exchange ActiveSync protocols.
What is an Exchange client??