T2 Spanish QRM P5W2

Activation Lock Updates

FY21 P5W2 - 9 Feb 2021

 Agenda
• ALAC Regional Updates

• MSS Updates

• Activation Lock Self Service Site

• Q&A
ALAC Regional Updates https://gather.corp.apple.com/docs/DOC-169875

• Main-in Service has re-opened for all of Peru

• Mail-in serviceChile customers outside of

Santiago could take 3 weeks or more

• The Chile cities of Calama and

Concepción are under quarantine
ALAC Regional Updates https://gather.corp.apple.com/docs/DOC-169875

• The Puerto Rico AASP, Modernica, Plaza del

Caribe, will be closing next week

• Customers on the south side of the Island may

express dissatisfaction that there is no longer an
AASP in Ponce.

MSS Updates
ALAC is now an ARE2 location!

CP400471: Handle refund requests for Apple media services in ARE2 locations
IS402991 Get 6 months of Apple Music when you sign
up for a student Apple Music membership

Apple Confidential–Internal Use Only

Activation Lock Workflow Updates
Overview
• Customer facing portal

• Designed to reduce Advisor handle time and logging/submission errors

• Phased rollout throughout February/March

Use SGT to preview customer facing site
What about Spanish Speakers in the US?
 What you need to tell your Advisors…
• Although this new workflow update is designed to reduce AHT / Case AHT,
Advisors still need to spend the time to exhaust all opportunities to reset the
customer’s Apple ID password.

• When it comes time to have the customer submit purchase documentation,

Advisors will be sharing an HT article or URL instead of sending the Secure
Messaging Link.

• Advisors will no longer be providing estimates for APV response times

• Advisors should familiarize themselves with the UI flow of the self service site so
they can confidently explain how easy it is to the customer and also help low tech
customers who might be struggling (Screen Sharing is allowed!!)

• Advisors/TMs/OAs should submit Core feedback and alert QPMs immediately if

they notice issues or customer feedback trends with the self-service site.
Calls to Action
• Socialize related SGTs and Bullet*News
Announcements

• Plan for targeted call/chat monitoring to

check for adoption during all 3 phases

• Set goals to reduce AHT for Activation Lock

chats

Use the ACSupport_WW Call Driver Comparison

Report in Tableau to get a screen shot of
baseline performance for Activation Lock for your
supported LOB / QT
Recommended Interaction Monitoring questions
Did the Advisor refer the
customer to the Did the Advisor Did the customer Did the Advisor attempt to assist
customer self service Did the Advisor offer
provide a time encounter any issue the customer with resetting their
site rather than use the self service link
Advisor name Secure Messaging to
estimate for when or express concern Apple ID password as an Additional Notes
for the appropriate alternative to submitting
have the customer the APV team with the self service
region? purchase documentation?
submit purchase would respond? site?
documentation?