Apple ITS Quiz. A little bit of everything

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.

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

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.

[blank_start]Account and[blank_end] billing support: Customers are eligible for complimentary support for account and billing issues related to the iTunes or App stores.

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.

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

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

Blind transfer (use only when another document directs you to do so) a) Press Trnsfr and dial [blank_start]the 7-digit transfer number[blank_end]. 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.

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

Which is the KBase article that gives ITS classification instruction?

Which Information in the Billing Address is Optional?

Changing payment information will not prompt for password ever.

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

"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?

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

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

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

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

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

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

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

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

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

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

Videos in the iTunes store can only be synched by WiFi