Across
- 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
Down
- 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