iOS Review

1. What you should ask your customer to do before restoring/updating/sending out a device
3. Here to Help Skill applicable to every call (I’d be more than glad to help you.)
4. What you set up when you determine that customer is dealing with hardware issue
5. With 22, specialty chat team that provides support for repair-related issues and questions
8. Manifestation of an issue, what the customer observes
9. Internal and external components of a device
12. D in CND
15. Primary means of customer verification
16. Number of device replacements per year under AC+ with Theft and Loss
17. Section where you classify and take notes in Core
18. Diagnostic that provides an holistic view of the device’s hardware components and software version
19. Symbol used to indicate that a website is secure in Safari or a Wi-Fi network is password protected
21. Social engineering tactic referring to fraudulent attempts to gain personal information, usually by email
22. With 5, specialty chat team that provides support for repair-related issues and questions
23. Primary tool to share screens
24. Where to find previously opened articles in Article Viewer

1. Color of the bubble when using iMessage
2. Type of behaviour that manifests as a refusal to accept a resolution and calling in multiple times for a different result
4. Service option to provide the customer when they prefer going to the store
5. iCloud _____, feature of iCloud that allows you to store files and folders
6. Type of issue involving damage to a customer or their property
7. Primary tool as an Apple Support Advisor
10. Lock that asks for Apple Account and Password of the Apple Account that was previously signed in to the device (iPhone locked to owner)
11. Minutes to be considered a time-consuming step
13. Device or number that can receive verification codes.
14. Area in ICST that is available even without verification
20. What you would use to a Backup/Restore/Migrate/Update a device that is connected to a Mac