Accurately Logging Cases Quiz # 1

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This training includes the following objectives: • Capture and validate all required customer information in iLog. • Ensure that the iLog case title and classifications relate to the root cause of the issue. • Use available resources to determine the proper classifications for a given issue. • Add case notes to the correct Additional Notes fields in an iLog case. • Demonstrate best practices for supplying clear, concise case notes. • Demonstrate proper use of After Call Read moreWork (ACW) time.

Questions and Answers

1.

Scenario 1: You gather the customer's callback number; where should you enter it in iLog?
- A.
  
  In the case notes
- B.
  
  In the "Callback #" field in the Caller Information subsection
- C.
  
  In the "Daytime" field in the Customer Information subsection
Correct Answer
B. In the "Callback #" field in the Caller Information subsection
2.

Scenario 2: You receive an incoming call that a customer generated via Contact Apple Support. What action should you take regarding the callback number?
- A.
  
  Ask the customer to verify the callback number at the beginning of the call.
- B.
  
  Ask the customer to provide the callback number at the beginning of the call.
- C.
  
  Use the phone number from the Contact Apple Support case as the callback number.
Correct Answer
C. Use the phone number from the Contact Apple Support case as the callback number.
3.

Scenario 3: You are reviewing a Contact Apple Support case. What action should you take regarding the product's serial number?
- A.
  
  Verify the serial number.
- B.
  
  Gather the serial number.
- C.
  
  Verify that the correct product appears in the case.
Correct Answer
C. Verify that the correct product appears in the case.
4.

Scenario 4: You plan to refer a customer to an Apple Retail Store. What should you do with the serial number?
- A.
  
  Ask the customer for the serial number.
- B.
  
  Take no action and proceed with the referral.
- C.
  
  Verify that the serial number appears correctly in iLog.
Correct Answer
C. Verify that the serial number appears correctly in iLog.
5.

Scenario 5: Your customer can't send or receive email, and assumes that it's because she can't connect to the wireless network. After investigating, you realize that the root cause of the issue is incorrect mail settings. What should you title the case?
- A.
  
  Wireless Internet Issues: Mail
- B.
  
  Wireless and Mail Issues: iPad Settings
- C.
  
  Cannot Send/Receive Mail: Incorrect Settings
Correct Answer
C. Cannot Send/Receive Mail: Incorrect Settings
6.

Scenario 6: Your customer has a nontechnical question, and he asks you for the URL to Apple's online support resources. Which nontechnical classification should you use?
- A.
  
  AppleCare Protection Plan
- B.
  
  Apple Retail Store Related
- C.
  
  Apple Support Website Related
Correct Answer
C. Apple Support Website Related
7.

Scenario 7: Your customer called about an iTunes Store billing issue, but she is not eligible for support. Which of the following is the correct action and issue combination in iLog?
- A.
  
  Create a nontechnical case and choose Reroute from the Reason menu.
- B.
  
  Create a nontechnical case and choose Ineligible for Support from the Reason menu.
- C.
  
  Create an exception and log the call using "iTunes Store" as the affected product.
Correct Answer
C. Create an exception and log the call using "iTunes Store" as the affected product.
8.

Scenario 8: You are speaking with a customer who believes that there is an issue with a USB port on his MacBook Pro. After investigating, you realize that the issue relates to a recent Mac OS X upgrade. In which Additional Notes field should you enter the customer's perception of the issue?
- A.
  
  Issue
- B.
  
  Product & Configuration
- C.
  
  Probing & Troubleshooting
Correct Answer
B. Product & Configuration
9.

Scenario 9: Your customer states that there is an issue with Location Services on his iPhone. After investigating, you determine that a third-party application is causing the issue. In which Additional Notes field should you enter the root cause of the issue?
- A.
  
  Issue
- B.
  
  Product & Configuration
- C.
  
  Probing & Troubleshooting
Correct Answer
A. Issue

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Current Version
Mar 21, 2022

Quiz Edited by
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Nov 20, 2013

Quiz Created by
Kellyquizzes

Accurately Logging Cases Quiz # 1

Scenario 1: You gather the customer's callback number; where should you enter it in iLog?

Scenario 2: You receive an incoming call that a customer generated via Contact Apple Support. What action should you take regarding the callback number?

Scenario 3: You are reviewing a Contact Apple Support case. What action should you take regarding the product's serial number?

Scenario 4: You plan to refer a customer to an Apple Retail Store. What should you do with the serial number?

Scenario 5: Your customer can't send or receive email, and assumes that it's because she can't connect to the wireless network. After investigating, you realize that the root cause of the issue is incorrect mail settings. What should you title the case?

Scenario 6: Your customer has a nontechnical question, and he asks you for the URL to Apple's online support resources. Which nontechnical classification should you use?

Scenario 7: Your customer called about an iTunes Store billing issue, but she is not eligible for support. Which of the following is the correct action and issue combination in iLog?

Scenario 8: You are speaking with a customer who believes that there is an issue with a USB port on his MacBook Pro. After investigating, you realize that the issue relates to a recent Mac OS X upgrade. In which Additional Notes field should you enter the customer's perception of the issue?

Scenario 9: Your customer states that there is an issue with Location Services on his iPhone. After investigating, you determine that a third-party application is causing the issue. In which Additional Notes field should you enter the root cause of the issue?