The FIX- Standard Troubleshooting Process

Question 1

__ is a user name you use for everything you do with Apple like iTunes, App Store, and iCloud.

Accepted Answer

Apple ID

Question 2

Example of situation questions

Accepted Answer

Do you get any error messages?, Can you make calls, receive texts, access data?

Question 3

Can you perform troubleshooting when account is not verified? If yes, what's the document #?

Accepted Answer

https://c2.t-mobile.com/docs/DOC-424806

Question 4

How to cancel call forwarding using short codes?

Accepted Answer

##004#

Question 5

___ computer software allows you to connect a Samsung device to back up and restore content

Accepted Answer

Kies

Question 6

Whats the primary tool for troubleshooting ?

Accepted Answer

Grand Central

Question 7

Apple Pay is available for the following devices except...

Accepted Answer

iPhone 6

Question 8

What is the website that we can check to Identify stores that support Apple Pay?

Accepted Answer

http://www.apple.com/apple-pay/where-to-use-apple-pay/

Question 9

What is the third step in the standard troubleshooting process?

Accepted Answer

Resolve the issue and test your solutions

Question 10

Use for billing and system issues

Accepted Answer

Service Desk Tickets

Question 11

What is the KEY behavior to successfully resolve device troubleshooting issues?

Accepted Answer

Asking the right questions to understand the issue.

Question 12

How do we turn off unconditional forwarding using short codes?

Accepted Answer

##21#

Question 13

How do I create an Apple ID?

Accepted Answer

Go to My Apple ID http://appleid.apple.com/

Question 14

https://c2.t-mobile.com/docs/DOC-414765

Accepted Answer

Apple iTunes

Question 15

Third step when troubleshooting when customer is on device

Accepted Answer

Follow the The Fix, and complete all possible steps.

Question 16

Is troubleshooting matters? Are you sure about that ?

Accepted Answer

Yes

Question 17

Used to report issues like voice/data coverage and call quality issues in specific locations

Accepted Answer

Service requests

Question 18

https://c2.t-mobile.com/docs/DOC-423621

Accepted Answer

Network tab: Grand Central

Question 19

If you would like to Locate your lost iOS device, first step is..

Accepted Answer

Sign in to icloud.com/find using your device's Apple ID.

Question 20

These are the features of Find My iPhone: Apple except. Select all that apply.

Accepted Answer

Remotely erase iPhone, Play a sound on a lost iOS device, Locate a lost iOS device, Remotely lock iPhone

Question 21

The FIX is divided into ___ categories

Accepted Answer

6

Question 22

SDL stands for?

Accepted Answer

Situation, Duration, Location

Question 23

What are the potential root causes why troubleshooting is needed?

Accepted Answer

Network, Device, Account

Question 24

What is the 5th step for Additional support to troubleshoot problems with Apple iCloud?

Accepted Answer

Close all Applications & Restart the device.

Question 25

What do you call the standard troubleshooting process that we follow?

Accepted Answer

The Fix!

Question 26

https://c2.t-mobile.com/docs/DOC-424227

Accepted Answer

Standard troubleshooting process

Question 27

Clearly understanding where the issue is happening to understand issue is related to coverage.

Accepted Answer

Location

Question 28

Which can you do in Grand Central if account is not verified?

Accepted Answer

Update the SIM Status on Gflex., Add a service/feature that is already present in Samson

Question 29

Trouble tickets are..

Accepted Answer

Provided to engineers in National Engineering Operations

Question 30

https://c2.t-mobile.com/docs/DOC-424537

Accepted Answer

Samsung Smart Switch app for mobile and desktop

Question 31

The FIX stands for?

Accepted Answer

None of the Above

The FIX- Standard Troubleshooting Process

Questions 31

The FIX- Standard Troubleshooting Process

Questions 31