IOS APAC Knowledge Check

Name:

Customer has an iPhone 7. We need to force recovery mode for restore. What’s the proper button sequence to engage recovery mode?

If the customer is getting an "Account Disabled" message when they try to buy from the iTunes & App Stores or when they try to update an app, and the Apple ID doesn't show as being in DSLockout, what is your next step?

What is required on a trusted device to reset the password for Two-Factor Authentication through iCloud settings?

What article contains the Interactive Guide we should follow for Activation Lock issues?

When Blind Transferring a call to iTunes, what is the proper option to choose in iLog to initiate the transfer?

If the Trigger question “iOS SW Version” (Before Troubleshooting) comes up in iLog during classification, and the customer cannot turn on the device or get into settings, what do we do?

Where do we guide customers to for help with iTunes purchases made in the last 90 days?

Activation Lock is enabled when you turn on what feature?

When setting up a repair in iLog, what is the first thing you must do?

Which issue does NOT have an Interactive Guide to follow in KBase?

How do you properly log an Activation Lock call?

When classifying an Apple ID case without a device, how do we change the Affected Product to Apple ID?

While assisting the customer with setup of a new device, what screen are you able to choose what type of backup to restore from or to set up as a new device?

Which of the following steps can help prolong battery life?

Which is NOT a way to share a data connection?

A customer has an Apple Music subscription, and wants to see the song lyrics as it plays. What document can you email our customer, that will guide them?

A customer has Family Sharing setup on their Apple ID.  They are not receiving “Ask to Buy” notifications when their minor child wants to make a purchase.  According to CP1464, who supports this?

The one-year limited warranty includes service coverage for a depleted battery?

When should you “Assure” your customer on your call?

Is service for liquid damage is covered by AppleCare+?

Which of the following is NOT a safety keyword?

What information do you use to verify a customer’s identity for an Apple ID that has two-step verification?

Where in Settings on a device can you silence your calls while the phone is locked?

A customer would like to unlock his iPhone to use on a different carrier. Who handles unlocking of a device?

Which of the following is NOT a condition for Account Recovery?