Carol Montoya-O'
Test por , creado hace más de 1 año

Just a quick quiz to check out how well KBase is being used!

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Carol Montoya-O'
Creado por Carol Montoya-O' hace casi 9 años
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Apple ITS Quiz. A little bit of everything

Apple ITS Quiz. A little bit of everything

Pregunta 1 de 25

1

Which Here to Help Attribute is described as:
First impressions are important. Begin each interaction in a proactive and positive way to let each customer know you are Here to Help. Customers will feel heard, understood, and confident about what's going to happen next.

Selecciona una de las siguientes respuestas posibles:

  • Acknowledge, Align and Attention

  • Maintain Rapport

  • Adjust to Skill Level

  • None of the Above

Explicación

Pregunta 2 de 25

1

Which attribute is defined as:
Show customers you’re focused on the conversation by providing relevant responses and avoiding interruptions.

Selecciona una de las siguientes respuestas posibles:

  • Personalize Communication: Adjust approach to complement customer's communication style

  • Maintain Rapport: Demonstrate Listening Skills

  • None of the above

  • All of the above

Explicación

Pregunta 3 de 25

1

Personalize Communication is defined as:
Help your customers feel informed, educated, and included in the support experience. Take an instructional approach to empower customers and encourage learning. Share your expansive knowledge and creativity with customers.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 4 de 25

1

Selecciona la opción correcta del menú desplegable para completar el texto.

( Account and, Apple ID and, Accounts,, None of these ) billing support:
Customers are eligible for complimentary support for account and billing issues related to the iTunes or App stores.

Explicación

Pregunta 5 de 25

1

The team that supports the device on which the customer created their Apple ID on (Apple TV, iPad, iPhone, iPod, or Mac) supports the iTunes application when used with that device.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 6 de 25

1

Why are the reasons that our customer might not be able to choose "none" for payment information.

Selecciona una de las siguientes respuestas posibles:

  • If you have an unpaid balance or payment due

  • If you are not using the device you created your Apple ID on

  • You are an Approver in your family group

  • If you changed your City and State

Explicación

Pregunta 7 de 25

1

Classify cases based on what you determine the issue to be, rather than what the customer believes is the issue.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 8 de 25

1

Selecciona la opción correcta del menú desplegable para completar el texto.

Blind transfer (use only when another document directs you to do so)

a) Press Trnsfr and dial ( the Correct VDN, the 7-digit transfer number, The international support number, the extention of the LOB ).

b) Press Trnsfr again to complete the transfer. You are no longer connected to the call, and the customer is connected to the number you dialed.

Explicación

Pregunta 9 de 25

1

Customer-to-Advisor callbacks are permitted to Tier 2 Advisors and Customer Relations Advisors only.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 10 de 25

1

Which is the KBase article that gives ITS classification instruction?

Selecciona una de las siguientes respuestas posibles:

  • CP295

  • CP1500

  • HT201036

  • None of the Above

Explicación

Pregunta 11 de 25

1

Which Information in the Billing Address is Optional?

Selecciona una de las siguientes respuestas posibles:

  • Title

  • Phone Number

  • Address, Second line

  • None of the above

Explicación

Pregunta 12 de 25

1

Changing payment information will not prompt for password ever.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 13 de 25

1

"My Music" is the tab in apple music which allows our customer to customize their preferences.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 14 de 25

1

"Pure Pop", "Sound System", "The Mixtape", "All-City", "On the Floor" , and "Country"can be found on the banner of which tab in Apple Music?

Selecciona una o más de las siguientes respuestas posibles:

  • iTunes Radio

  • Playlists

  • For You

  • None of the Above

Explicación

Pregunta 15 de 25

1

When purchasing a Pre-Order in the i-Tunes Store, all of the items will appear in purchased content when it drops.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 16 de 25

1

Signs of Fraud found in MZ can include all but the following:

Selecciona una o más de las siguientes respuestas posibles:

  • Gibberish Name or Address

  • Many Gift Card Purchases

  • Customer having more than one account attached to the same form of payment

  • All of the above are correct

Explicación

Pregunta 17 de 25

1

Many customers think they were charged for the iTunes gift album "Songs of Innocence" What steps are NOT taken to remove this album?

Selecciona una o más de las siguientes respuestas posibles:

  • Log into iTunes store

  • Go to: https://itunes.com/soi-remove

  • sign into appleid.apple.com

  • None of the above

Explicación

Pregunta 18 de 25

1

When a Credit card charged instead of store credit:
1) Ask the customer if the order was for a gift. If so, inform them that store credit cannot be used to purchase iTunes gifts. If not, continue to the next step.
2) Confirm that store credit was redeemed on the account

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 19 de 25

1

When completing SGT's under the training tab....

Selecciona una de las siguientes respuestas posibles:

  • Don't worry about first time pass on all quizzes as it does not affect metrics

  • Due By Date is just a suggestion.

  • Our SGT's are to be done only when we have training time

  • We can do SGT's when the call volume allows us to

Explicación

Pregunta 20 de 25

1

Which statements are in Tim Cook's Apple Manifesto dated Jan 21st, 2009

Selecciona una o más de las siguientes respuestas posibles:

  • We don't settle for anything other than excellence in any group in the company, and we have the self-honesty to admit when we're wrong and the courage to change.

  • We believe that we are here to make great products . We're constantly focusing on innovating. We believe in the elegance of simplicity.

  • Regardless what job, those values are so entrenched in this company that Apple will do extremely well. I strongly believe that Apple is doing the best work in its history.

  • There is an extraordinary breadth and depth in our more than 105,000 employees, who are all extremely smart. And that's in all areas of the company from marketing, operations and sales and all the rest. The values of our company are all extremely awesome.

Explicación

Pregunta 21 de 25

1

Which address is the correct one for the first ARS in Georgia?

Selecciona una de las siguientes respuestas posibles:

  • 1000 Cumberland Mall
    Atlanta, GA 30339
    (678) 402-0725

  • 1000 North Point Circle
    Alpharetta, GA 30022
    (770) 510-1670

  • 3393 Peachtree Road NE
    Atlanta, GA 30326
    (404) 926-3085

  • Address:
    3333 Buford Drive
    Buford, GA 30519
    (678) 288-3400

Explicación

Pregunta 22 de 25

1

What is required by our system to allow us to reset security questions?

Selecciona una de las siguientes respuestas posibles:

  • Apple ID and Password

  • Single Sign on

  • Temporary Support Pin

  • An abiding faith in our customer's word

Explicación

Pregunta 23 de 25

1

There are 12 tracks on Adele's Album "25"

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 24 de 25

1

Which type of video content is incompatible with iTunes on your computer?

Selecciona una de las siguientes respuestas posibles:

  • Video content purchased or rented from the iTunes Store.

  • QuickTime and MPEG-4 movie files that end in ".mov," ".m4v," or ".mp4" and are playable in QuickTime Player.

  • Video podcasts.

  • Customer owned DVD's

Explicación

Pregunta 25 de 25

1

Videos in the iTunes store can only be synched by WiFi

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

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