iCloud for iOS Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Check iOS Version

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Device needs to be running iOS7 or newer

iPhone 5 or later
iPad (4th generation)
iPad mini
iPod touch (5th generation)

Don't forget to mark steps complete as you go through GPs.

3. Turn on iCloud

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

When you turn on a new iOS device or after you’ve completed the update to the latest version of iOS, follow the instructions in the setup assistant to activate your device and set up iCloud.

If you skipped the setup process, tap the Settings icon on the Home screen, select iCloud, then enter your Apple ID.

Don't forget to mark steps complete as you go through GPs.

4. Setup iCloud Email Account

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

When you turn on a new iOS device or after you’ve completed the update to the latest version of iOS, follow the instructions in the setup assistant to activate your device and set up iCloud.

If you skipped the setup process, tap the Settings icon on the Home screen, select iCloud, then enter your Apple ID.

Don't forget to mark steps complete as you go through GPs.

5. Enable Automatic Downloads

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

To enable automatic downloads for your music, apps, and books, tap the Settings icon on the Home screen and select iTunes & App Stores.

Don't forget to mark steps complete as you go through GPs.

6. Screen Protector

There aren't too many things more frustrating than damaging the screen on your nice new phone or tablet. Remind the guest it is always a good idea to get a screen protector sooner rather than later and offer to assist them with finding one at their local Target using this page Target Screen Protectors.

Don't forget to mark steps complete as you go through GPs.

7. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back