Mobile Device iOS Training
Best Practices for Troubleshooting iOS &
iPadOS Devices September 2020 updated
Objectives
• Employing Mobile Device iOS Training
• Roleplaying with Mobile Device iOS within
Verizon Simulation site
• Utilizing Syntellect
• Documenting the Issues
• Using Windows 10 – Self Directed
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Exploring the Mobile Device iOS
Class participation Time
Let’s Learn Together!!!
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Mobile Device iOS Training
Welcome to Verizon Simulator
Navigate to the following website
• https://www.verizonwireless.com
In the search field
type the following:
iPad Simulator
4
“Select Apple iPad Air
2 Simulator”
Open in Firefox
F11 after opening for full screen
Right - Click
“iPad Picture”
 After opening the
tutorial
 Press F11 for Full
screen
 Back arrow or in
Full screen use the
following key
combinations: alt+
Left arrow
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“Select Show Only
this Frame”
Getting Started with your Mobile Device iOS
Getting started
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Understanding iPad buttons and features
Getting to know the back of iPad
Inserting and removing the Nano SIM card
Charging iPad
Setting Up iPad with Quick Start
Setting up iPad manually as a new device
Understanding iPad Buttons & Features
iPad Front View
1. Microphone - Built in microphone used for calls & voice commands
2. Camera - Used to take pictures
3. Top Button - Press to lock / unlock iPad. “Hold down" to turn iPad on /
off
4. Volume Buttons - Adjusts the volume of the iPad
5. Touch Screen - Used to navigate iPad
6. Messages Icon - Opens the app for sending / receiving iMessages &
Text Messages
7. Safari Icon - Opens the browser for exploring the Internet
8. Apple Music Icon - Opens the Apple Music App for listening to music
9. Mail Icon - Opens the apps for sending / receiving emails
10. Files Icon - Opens the app for managing local & iCloud Drive files
11. Speaker - Used to play sounds on the iPad
12. Lightning Connector - Used for charging the iPad or connecting iPad
to another device
13. Home button / Touch ID Sensor - Navigates to the Home screen &
unlocks the device with your fingerprint
14. Nano SIM card slot - Insert or remove your Nano SIM card here
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Understanding iPad Buttons & Features
iPad Back view
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1.
Top Button - Press to lock or unlock the touchscreen.
Hold down to turn iPad On / Off
2.
Camera - Used to take pictures
3.
Volume buttons - Adjusts the volume of the iPad
4.
Nano SIM card slot - Insert or remove your Nano
SIM card here
5.
Microphone - Built-in Microphone used for phone
calls & voice commands
6.
Speaker - Used to play sounds on the iPad
Understanding iPad buttons and features – Overview of the iPad buttons & features
Getting to know the back of iPad – Overview of the back of the iPad
Inserting & removing Nano SIM card - Customer needs to remove their old sim card and replace with new
one
Charging iPad – Customer wants to know how to charge their iPad
Setting Up iPad with Quick Start
- New customer wants to setup their iPad with Quick Start
Setting up iPad Manually as a new device
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– New customer wants to setup their iPad Manually
Home Screen Display / Storage Maintenance & Security
Display settings & Maintenance & Security settings
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Unlocking the screen
Turning passcode on
Setting up touch ID
Configure location settings
Accessing Settings
Using find my app
Sharing location in an iMS
Turning Passcode on – Customer wants to turn passcode on
Setting up touch ID – Customer wants to setup touch ID on their iPad
Configure location settings – Customer wants to configure their location settings
Accessing Settings – Customer wants to know what settings are and where to find them
Using find my app – Customer wants to use the find my app
Sharing location in an iMS (Instant message) – Customer wants to know how to share their location in an
iMS (Instant Message Conversation)
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What is the difference between Two step and Two factor authentication
Two Step and Two Factor Authentication
Two-step verification, can
use the same type of
information delivered
Two-step verification and two-factor
by different sources. For
Two-factor authentication
is anusers
authentication
both aim to help
example, a code you
extratheir
layerApple
of security
for your
secure
ID, adding
a
remember (password) plus
Apple ID designed
to ensure
that to
secondary
authentication
factor
a code you're sent over
you're thesecurity.
only person
who
canID and
strengthen
While
Apple
access are
your“something
account, even
if
password
you know”,
two- SMS (token)
someone
knows(and
your two-factor
password
step
verification
authentication) are both based on
“something you have”
 What's the difference between two-factor
authentication and two-step verification?
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Personal Information and accounts / Sound Ringtones
Personal information
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Signing in and out of your Apple ID
Resetting your Apple ID password
Removing a device from Apple ID
Removing an Account
Change Account settings
Setting iPad to silent
Signing in and out of your Apple ID – Customer wants to Sign in or out of their Apple ID
Resetting your Apple ID password – Customer wants to reset their Apple ID Password
Removing a device from Apple ID – Customer wants to remove a device from Apple ID
Removing an Account – Customer wants to remove an account from their device
Change Account settings – Customer wants to change some account settings
Setting iPad to Silent – Customer wants to set their Do Not Disturb on
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Home Screen Display
Display settings
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Changing the language
Changing wallpaper
Enabling battery percentage display
Customizing Control Center
Adjusting auto-lock & brightness
Scheduling a Night Shift
Turning on Dark Mode
Changing iPads name
Changing the language – Customer wants to change the iPad language
Changing wallpaper – Customer wants to change their wallpaper
Enabling battery percentage display – Customer wants to see the battery percentage display
Customizing Control Center – Customer wants to customize Control Center
Adjusting auto-lock & brightness – Customer wants to adjust auto-lock and / or Brightness settings
Scheduling a Night Shift – customer wants to schedule Night Shift on their iPad
Turning on Dark Mode – Customer wants to turn on (enable) Dark Mode
Changing iPads name
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– Customer would like to change the iPad name
Update and reset
Updating and resetting iPad settings
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Checking for and installing system
updates
Force restarting iPad
Resetting network settings
Resetting all settings
Performing a factory reset
Force restarting iPad
Checking for and installing system updates – Customer wants to install system updates
Resetting network settings – Customer having issues with the Network – Reset their Network Settings
Resetting all settings – Customer made some changes in settings and wants to restore the settings
Performing a factory reset – Customer’s iPad is not functioning properly – Walk through Factory reset
Force restarting iPad – Customers iPad screen is frozen – Perform a Force Restart
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Wi-Fi , Mobile network and data
Connectivity
• Configuring LTE settings
• Turning on personal hotspot
• Setting the password on
personal hotspot
• Using airplane mode
• Setting up Cellular
• Connecting to Wi-Fi
• Turning off Wi-Fi assist
• Pairing Bluetooth devices
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Configuring LTE settings – Customer wants to make sure they have LTE enabled
Turning on personal hotspot – Customer wants to create a Hotspot connection on their iPad
Setting the password on personal hotspot – Customer wants to know how to create a password for their
Hotspot
Using airplane mode – Customer wants to know how to enable airplane mode and why they need it
Setting up cellular – Customer wants to enable cellular data on their iDevice
Connecting to Wi-Fi – Customer wants to connect to Wi-Fi
Turning off Wi-Fi assist – Customer wants to turn off Wi-Fi assist to save on data and battery
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Pairing
Bluetooth devices – Customer wants to pair their Bluetooth device with their iDevice
Email
iOS Email Settings
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Adding a corporate email account
Sending an email with an attachment
Changing inbox views
Changing account settings
Email:
Adding a corporate email account – Customer wants to add a corporate email to their account
Sending an email with an attachment – Customer wants to send an attachment via email
Changing inbox views – Customer wants to change their inbox view
Changing account settings – Customer wants to make some changes to their email account settings
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Web browsing - Safari
Safari best practices
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Clearing browsing data
Bookmarking websites
Changing content settings
Managing browser tabs
Safari: Note: Clearing your browsing data removes history, cookies, and other data from devices signed
in to your iCloud account
Clearing browsing data – Customer is having issue with safari loading slow – Clear Browser data
Bookmarking websites – Customer wants to bookmark a website
Changing content settings – Customer wants to change their content settings in Safari
Managing browser tabs – Customer wants to know how to manage their browser tabs
Note: Browser windows are also called tabs
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Multitasking
Using Control Center / Multitasking between apps
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Managing open apps
Multitasking between apps
Opening apps in split view
Using drag-and-drop across apps
Using search on iPad
Productivity & Efficiency:
Using Control Center – Customer wants to better manage some functions and apps
Customizing Control Center – Customer wants to add some apps to their Control Center
Multitasking between apps – Customer would like to know how to utilize multiple applications at once
Opening apps in split view – Customer would like to know how to use Split View
Using drag-and-drop across apps – Customer wants to use drag and drop with their apps
Using search on iPad – Customer wants to know how to search on their iPad
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Utilizing Control Center to Change Wi-Fi Networks
Control Center – Switch between networks without
going through Settings
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Introducing iPadOS
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New iPadOS 13.1 Features
 Mouse Support
 Connect a USB Mouse or Bluetooth Mouse
 External Drives Support
• The Files app lets you access and manage your files however
you want, all in one convenient place. And iPadOS gives you
powerful new ways to view, work on, and share files
 Multiple Apps in Slide Over view
– Slide Over, it's possible to have three or more apps on the screen
at once, allowing you to multitask on the iPad
 Pinned widgets
• Pin your favorite Today View widgets on the Home screen and
see them at a glance
 Full-page markup
• Capture a screenshot of an entire web page, document, or
email and mark it up
 Sidecar in MacOS Catalina
• Extend your workspace with your iPad, Mac, and Apple Pencil
– Used as External Monitor along with the Mac
 Text Editing
• New gesture types
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Mouse Support
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•
USB Mouse Support
•
Bluetooth Mouse Support
External Drive Support
 External Drive Support
• The Files app lets you access and
manage your files however you want,
all in one convenient place. And
iPadOS gives you powerful new ways
to view, work on, and share files
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Multiple Apps in Slide Over view
 With Slide Over, it's possible to have
three or more apps on the screen at
once, allowing you to multitask on the
iPad
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Pinned Widgets
 Pinned widgets
• Pin your favorite Today
View widgets on the Home
screen and see them at a
glance
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Full – Page Screenshot & markup
 Full-page markup
• Capture a screenshot of an
entire web page, document, or
email and mark it up
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Sidecar in MacOS Catalina
 Sidecar in MacOS Catalina
• Extend your workspace with your iPad,
Mac, and Apple Pencil – Used as External
Monitor along with the Mac
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Text Editing
 Text Editing
• New gesture types
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Safari
 iPadOS now automatically loads
desktop versions of websites
 Safari features a new
Download Manager that
matches the Download
Manager in Safari for desktop
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Moving & Deleting an App
• Press and hold on any app
• Keep holding as the Haptic Touch menu
appears
• Keep holding until that menu disappears
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Documentation
“If it’s not documented, it
didn’t happen…”
Role playing Scenarios
Let’s learn together
 You will need the following tools:
– Verizon Simulator Site - https://www.verizonwireless.com/support/ipad-air-2/simulator/
– Horizon QA - Horizon Work sheets
– https://s3ids8ab2.ntpdc.c3icare.com/service_enu/start.swe?SWECmd=Login&SWEBH
WND=1&SRN=&SWEHo=s3ids8ab2.ntpdc.c3icare.com&SWETS=1565269937
– Syntellect
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Horizon Work Sheet
Utilize for Logging Issues in Class
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Role playing Scenarios
Let’s learn together
Have the class utilize the Call script and “Trainer”
pick random issues from the list to roleplay with
the Agents
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Call Management
Corporate Call Scripting
Call Inbound

Technician: Good Morning / Afternoon / Evening, this is [your name]. May I have your first and last
name please?
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Customer: Hello, my name is…
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Technician: Hi, (Name of Person calling) May I have a good call back number for follow-up
purposes, please?
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Technician: Please bear with me while I pull up your account
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Technician: Thank you! Are you calling about a new or existing issue today?
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Technician: Ok, (Name of Person Calling). How can I help you today?
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Technician: Ok, would you like the ticket number for your reference?
Windows 10 Interactive E-Learning
 Have the class navigate to the following:
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–
–
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Xpressway.c3isolutions.com
Departments
Global Process Excellence
Training
 Training Documents
 Corporate Training
 Windows 10
 (Download) – Windows 10 System Settings Module (Windows Basics)
 (Download) – Windows 10 Network & Internet Setting Module (Enterprise)
 Unzip and Open with Chrome Browser
https://xpressway.c3isolutions.com/Departments/gpe/training/Shared%20Documents/Forms
/AllItems.aspx?RootFolder=%2FDepartments%2Fgpe%2Ftraining%2FShared%20Documen
ts%2FCorporate%20Training%2FWindows%2010&FolderCTID=0x012000BA7F070C2B8A
E14482BCBB1C48A22A78&View=%7B7D534115%2D7F57%2D4DB2%2D864D%2D9E37
1892838E%7D
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THANK YOU