Apple iPhone Quiz

20 Questions | Total Attempts: 62

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Apple iPhone Quiz

You don't have to be a genius, as long as you're good at using your resources.


Questions and Answers
  • 1. 
    • A. 

      Restart the phone

    • B. 

      Charge for 30 minutes

    • C. 

      Reset the device

    • D. 

      Restore the device

  • 2. 
    What does "iCloud backup" actually backup? (Check all which apply) Help:
    • http://www.apple.com/support
    • Select "iPhone"
    • Select "iPhone Essentials"
    • Select "Choosing an iOS Backup method"
    • Underneath "When is iCloud back up best choice for me", select the "iCloud Backup" link
    • A. 

      Purchase history for music, movies, TV shows, apps, and books

    • B. 

      Photos and videos in your Camera Roll

    • C. 

      Device settings

    • D. 

      Passwords

    • E. 

      App data

    • F. 

      Home screen and app organization

    • G. 

      IMessage, text (SMS), and MMS messages

    • H. 

      Ringtones

    • I. 

      Visual Voicemail

  • 3. 
        According to Apple Support, what are the symptoms of "Issues" with     downloaded apps?     (Check all which apply)
    • A. 

      The app stops responding

    • B. 

      The app unexpectedly quits

    • C. 

      The phone powers down

    • D. 

      You can’t open the app

    • E. 

      The screen flickers

  • 4. 
    • A. 

      Make sure iOS is current

    • B. 

      Power cycle the phone

    • C. 

      Toggle airplane mode

    • D. 

      Restore the iPhone

  • 5. 
    LaMichael James calls in very frustrated that his iPhone 5s is not responding. He bought the phone less than a week ago from Consumer Cellular. He has restarted and reset the phone. LaMichael would like to exchange the phone under the Risk Free Guarantee. At this time, would you set up the phone for an exchange?
    • A. 

      Yes

    • B. 

      No

  • 6. 
        Toni Washington is trying to download music on his iPhone 5c using the iTunes app.     He originally downloaded the music from his computer using the same Apple ID.      Where should he go within the iTunes Store to find the music he already purchased?
    • A. 

      Tap the iTunes Store app, then tap Purchased

    • B. 

      Tap the iTunes Store app and go to More > Purchased.

  • 7. 
       Hamani Stevens calls in about his broken screen. He thinks someone might've dropped it    in water. He says the entire screen looks like a photo negative or the screen's colors are    backwards. The phone is still working properly and he just received a call and was able to    communicate clearly.    What is the first thing to do?
    • A. 

      Advise the customer if the phone is water damaged, it is not covered under warranty.

    • B. 

      Ask the customer if they have AppleCare

    • C. 

      Have the customer check their accessibility settings and turn off Inverted Colors

    • D. 

      Ask the customer if they are interested in replacing the phone

  • 8. 
            What is iOS?
    • A. 

      An application in the phone that manages software

    • B. 

      The hardware in the phone essential for the phone to run

    • C. 

      An operating system used for mobile devices manufactured by Apple Inc.

  • 9. 
    Derrick Malone calls in worried about his iPhone 4s. He says he left his phone on the bleachers in the direct sun for two hours. He is now getting this error message: What should he do to be able to use the phone as quickly as possible?
    • A. 

      Turn it off, move it to a cooler environment

    • B. 

      Turn it off and turn it back on and begin use

    • C. 

      Hold the power button and home button until the phone resets

    • D. 

      Move it to a cooler environment

  • 10. 
      What is the third "Symptom" in troubleshooting voicemail in article TS4430 (Apple Support)?
    • A. 

      When you tap the Voicemail button, iPhone calls voicemail instead of showing the Visual Voicemail list

    • B. 

      You aren't alerted that you have a new voicemail message

    • C. 

      Duplicate or multiple copies of a voicemail message appear

    • D. 

      A caller isn't given the option to leave a voicemail message

    • E. 

      When you tap a voicemail message to listen to it, nothing happens

  • 11. 
       Where is the SIM card slot located on the iPhone 3G?
    • A. 

      On the top of the phone

    • B. 

      On the bottom of the phone

    • C. 

      On the side of the phone

  • 12. 
       Rodney Hardrick calls in about his disabled iPhone.  He forgot his password but      continued to try different passwords until his phone displayed "iPhone is disabled, try    again in 1 minute." Rodney informs you that he doesn't remember his password and    asks you to reset it.    What do you do?
    • A. 

      Login to apple.com, select "Forgot my password," enter in his username to send the password link to his email.

    • B. 

      Refer Rodney to support.apple.com

    • C. 

      Advise Rodney that he will have to erase his device using iTunes, Find My iPhone, or recovery mode

    • D. 

      Have Rodney hold the Power button and the Home button until the phone resets.

  • 13. 
        What is included with AppleCare+ ?     (Check all which apply)
    • A. 

      Adds up to two incidents of accidental damage coverage

    • B. 

      Extends your coverage to two years from the original purchase date of your iPhone

    • C. 

      One free waterproof case and screen protector included

    • D. 

      One stop for technical support

    • E. 

      Apple hardware coverage (Software support included)

    • F. 

      Adds additional memory to iCloud backup (10GB)

  • 14. 
        Jake Fisher calls in with a hardware issue. His speaker on his iphone 5c is sounds distorted.     Which specific article, using Apple Support, would you visit to troubleshoot this issue?      
    • A. 

      TS4148

    • B. 

      TS5183

    • C. 

      TS5196

    • D. 

      TS5180

  • 15. 
    Terrance Mitchell calls in for assistance adding his Yahoo email account on his iPhone 5s. After selecting "Settings" then "Mail, Contacts, Calendar", What do you select next?
    • A. 

      Yahoo

    • B. 

      Email account

    • C. 

      Add account

    • D. 

      Mail settings

    • E. 

      New account

  • 16. 
        What is the 5th step when troubleshooting a "No SIM" issue on an iPhone according     to Apple Support?      Hint: Hardware issue
    • A. 

      Toggle Airplane mode On and Off.

    • B. 

      Try turning iPhone off and then on again.

    • C. 

      Restore the iPhone.

    • D. 

      Remove the SIM Card and verify that it is a valid, carrier-manufactured SIM. Also verify that it is not damaged, worn, or modified. Then reinsert it.

  • 17. 
        Marshall Byron is having ussiues with his iPhone 4s. People have been having trouble      hearing him during a call and say his voice is unclear.      According to Apple Support, what is the first step in troubleshooting      this issue?
    • A. 

      Turn the iPhone off and then on.

    • B. 

      Make sure nothing is plugged in to the jack connector.

    • C. 

      Update to the latest version of iOS.

    • D. 

      Make sure nothing is blocking any of the microphones (refer to the pictures below to find your device's microphones). Check for these:

  • 18. 
    What is an Apple Genius Bar? Hint: Link can be found in the Knowledge Base under "Warranty Processes" and clicking the appropriate link for your position.
    • A. 

      Face to face technical support with an Apple Genius and assistance troubleshooting problems.

    • B. 

      Repair service through Apple, providing face to face service for hardware issues.

    • C. 

      One on one session with an Apple Genius at a rate of $15.00 for 15 mins

  • 19. 
    When referring to "Warranty Processes" in the KB, what is the second step under "Required Questions and Steps."
    • A. 

      Has the agent completed a Master Reset?

    • B. 

      Has the phone gotten wet or been exposed to damp conditions? If so, it is not eligible for warranty unless covered by SquareTrade or AppleCare+.

    • C. 

      What is the issue being reported/reason for warranty replacement?

    • D. 

      Have you completed TS (Basic Mandatory Troubleshooting Guide as well as issue specific Troubleshooting Guides – see the KB)? Provide each TS step that was done and the result in your account notes.

    • E. 

      The supervisor will review the troubleshooting and questions provided below and will then have the customer transferred to them to complete the warranty replacement.

  • 20. 
    • A. 

      Go to Settings > Messages and turn MMS Messaging on.

    • B. 

      Go to Settings > Cellular and turn Cellular Data on.

    • C. 

      Go to Settings > Cellular and turn Data Roaming on if you're roaming on a cellular provider network that is different from your billing provider's network.

    • D. 

      Power cycle the phone