TIER 1 ADVISOR EXAM QUESTIONS
AND ANSWERS
5 R's - Answer- Restart
Reset all settings
Remove
Reinstall
Restore
3 P's - Answer- Postiton
Permission
Personalize
3 A's - Answer- Acknowledge
Align
Assure
your customer provides an existing case number to continue troubleshooting an
issue. How ever the customer describes a new issue that is not the one in the case
notes. How do you proceed? - Answer- Create a new case and provide a new case
number
Case niotess indicate the customer has contacted apple care 3 times about the
same issue. How do you proceed? - Answer- If tier 2 advisor wrote troubleshooting
instructions in the case notes, troubleshoot the issue as appropriate
How long should you try to reach agreement about the customers understanding of
the issue before contacting tier 2 advisor - Answer- 5 minutes
Self Help Resource - Answer- Send specific article that directly address the
customers issue only if the customer is elgible for support or is willing to purchase a
Support Agreement
AUX code use to complete case notes when just finished a call b4 taking the next -
Answer- ACW
You notice support agreemnt is expired but the ilog shows green what do you do -
Answer- Provide support for the issue
Appropriate reason to grant a support exception - Answer- customer has a question
to latest ios within 30 days of the release
wha product identify do you use for an iphone if the CAS or IVR did not gather the
appropriate information - Answer- IMEI
, WHy must a customer provide a ios diagnostic report before you can sell an
applecare + aggreement - Answer- to ensure the device meets functional apple care
+ requirements
In OS X what are the four folders at the top level of the computers disk - Answer-
appplication library system users
phone disabled never sync to itunes doesnt have find myiphone set up need a new
passcode - Answer- use recovery mode
how to access the control center - Answer- swipe up from bottom of the screen
Classify: cant set required passcode setting to anything other than immediately
customer wants to be able to do 5 and 15 minutes explain touch id requires
immediate lock - Answer- Touch ID Functionality
Whats required for air drop? - Answer- 2 deviced with bluetooth enabled
important consideration when uing a WOW moment - Answer- ultimate goal create
promoters
WHich iphone camera has a higher resolution - Answer- Isight Camera
where to check if IOS version is up to date - Answer- Settings General Software
Update
how to reset if not repsonsive and not responding to on off button - Answer- hold
down sleep wake button and home button at same time until restarts
why ask a customer to use multitasking screen to close an app - Answer- when app
is not responding
what is a uneccesary trouble shooting step when multi touch screen is responding
erraticaly - Answer- reset device in general reset reset homescreen
set expectations of customer for carry in iphone with crCKED SCREEN - Answer-
retail store will evaluate the iphone and discuss options
when do you not charge for a Pay per incident - Answer- troubleshooting issolate to
another apple product that is elgible for support
which agreentment supports 2 accident - Answer- apple care +
Apple procucts discribed as BER - Answer- the cost of repair exceeds the cost of a
new product thus is not elgible for repair
apple branded hardware that shows symptoms of hardware failure that prevents
basic operablitty when opened right from box - Answer- DOA
AND ANSWERS
5 R's - Answer- Restart
Reset all settings
Remove
Reinstall
Restore
3 P's - Answer- Postiton
Permission
Personalize
3 A's - Answer- Acknowledge
Align
Assure
your customer provides an existing case number to continue troubleshooting an
issue. How ever the customer describes a new issue that is not the one in the case
notes. How do you proceed? - Answer- Create a new case and provide a new case
number
Case niotess indicate the customer has contacted apple care 3 times about the
same issue. How do you proceed? - Answer- If tier 2 advisor wrote troubleshooting
instructions in the case notes, troubleshoot the issue as appropriate
How long should you try to reach agreement about the customers understanding of
the issue before contacting tier 2 advisor - Answer- 5 minutes
Self Help Resource - Answer- Send specific article that directly address the
customers issue only if the customer is elgible for support or is willing to purchase a
Support Agreement
AUX code use to complete case notes when just finished a call b4 taking the next -
Answer- ACW
You notice support agreemnt is expired but the ilog shows green what do you do -
Answer- Provide support for the issue
Appropriate reason to grant a support exception - Answer- customer has a question
to latest ios within 30 days of the release
wha product identify do you use for an iphone if the CAS or IVR did not gather the
appropriate information - Answer- IMEI
, WHy must a customer provide a ios diagnostic report before you can sell an
applecare + aggreement - Answer- to ensure the device meets functional apple care
+ requirements
In OS X what are the four folders at the top level of the computers disk - Answer-
appplication library system users
phone disabled never sync to itunes doesnt have find myiphone set up need a new
passcode - Answer- use recovery mode
how to access the control center - Answer- swipe up from bottom of the screen
Classify: cant set required passcode setting to anything other than immediately
customer wants to be able to do 5 and 15 minutes explain touch id requires
immediate lock - Answer- Touch ID Functionality
Whats required for air drop? - Answer- 2 deviced with bluetooth enabled
important consideration when uing a WOW moment - Answer- ultimate goal create
promoters
WHich iphone camera has a higher resolution - Answer- Isight Camera
where to check if IOS version is up to date - Answer- Settings General Software
Update
how to reset if not repsonsive and not responding to on off button - Answer- hold
down sleep wake button and home button at same time until restarts
why ask a customer to use multitasking screen to close an app - Answer- when app
is not responding
what is a uneccesary trouble shooting step when multi touch screen is responding
erraticaly - Answer- reset device in general reset reset homescreen
set expectations of customer for carry in iphone with crCKED SCREEN - Answer-
retail store will evaluate the iphone and discuss options
when do you not charge for a Pay per incident - Answer- troubleshooting issolate to
another apple product that is elgible for support
which agreentment supports 2 accident - Answer- apple care +
Apple procucts discribed as BER - Answer- the cost of repair exceeds the cost of a
new product thus is not elgible for repair
apple branded hardware that shows symptoms of hardware failure that prevents
basic operablitty when opened right from box - Answer- DOA
