

MobileGenius
Reference Guide

Version 1.3
Thursday, June 23, 2011

Authors: RFL Service Operations

简
Traditional

Deutsch

Français

Italiano

Espana

 Apple Confidential - Do Not Distribute 1

 Table of Contents
Overview
Using MobileGenius...................................................................................................4
Scope of Support for MobileGenius

About This User Guide ..............................................................................................4

Installation & Setup....................................................................................................4
MobileGenius Application Access
MobileGenius Application Updates
Minimum Hardware & System requirements
iPhone OS Settings
MobileGenius Application Settings

Getting Started
Concierge ...................................................................................................................6
MobileGenius Home Screen .....................................................................................7
Forward Button

Find Product By Serial Number ................................................................................8

Find Product By Customer Information ...................................................................8
Product Details ..........................................................................................................9
Edit Customer Details
Register to Different Customer
Quick Quote
History

Creating Repair Records

Basic Troubleshooting .............................................................................................11
Accessory Swap, Swap, In-Store & Service (Non-Repair) ...................................12
Getting Started
Component
Configuration
Troubleshooting
Notes
Repair Type
Parts
In-stock Inventory check
When manually entering serial numbers...
Save
Print

Ordering Parts for Future Service

 Apple Confidential - Do Not Distribute 2

 Service (Non-Repair) ...............................................................................................19

Appendix
Printer Setup & Troubleshooting ............................................................................20
Non-Serialized Products .........................................................................................20
Changing Coverage .................................................................................................20

 Apple Confidential - Do Not Distribute 3

 Overview

Using MobileGenius
Scope of Support for MobileGenius
MobileGenius is used with iPod and iPhone customers seeking repair service. It
provides the Family Room team flexibility to assist a customer from anywhere in the
store while leaving the Genius Bar open for troubleshooting other devices and
computer systems which require access to many more tools and diagnostic
devices.

It is required that you use iRepair at the Genius Bar when the issue involves:
- In-store repairs for CPUs and other Apple branded systems
- Support Related Fulfillment
- CRU
- Depot repairs
Note: While the MobileGenius workflow may be used for wireless devices or accessories,
such as an Airport Base station or power cord, this guide provides instructions for only an
iPod or iPhone workflow.

About This User Guide

This guide provides an understanding of MobileGenius's features and usage only.
To gain a greater understanding of the business processes used by Concierge,
iRepair, or GCRM see:

- mConcierge information can be found on RNN.

- iRepair 2.0 User Guide
- Standard Operating Procedures for service business processes.

Installation & Setup

MobileGenius Application Access

Access to the MobileGenius app is controlled via an Apple
Directory group (iphone-irepair-ww). Employees belonging to
this group will see MobileGenius listed in the Switchboard
app. Once the MobileGenius app is installed on a device, access to use the app

 Apple Confidential - Do Not Distribute 4

 is controlled via GCRM.
Note: Only the store personnel who maintain app installs need to be in the iphone-irepair-ww
group. Both Switchboard and MobileGenius installs require a valid iTunes account.

1. Use the Mobile Deployment Guide for SwitchBoard installation instructions.

2. Open SwitchBoard and tap MobileGenius.
3. Enter your store’s iTunes Store password.

MobileGenius Application Updates

When new versions are available, you will be prompted to
update MobileGenius the next time it is launched. You can also
check for updates in.

Minimum Hardware & System requirements

- Device: iPod touch (3rd Generation)
- Capacity: 16GB or larger
- OS version: 3.1 or later

iPhone OS Settings
Wi-Fi
1. Tap Settings > Wi-Fi
2. Tap “Apple Store” or “Argon” networks
3. Enter a password if required

MobileGenius Application Settings

1. Tap Settings > MobileGenius
2. Tap Store Code
3. Enter your store number (ex. R095)
Note: The user logging in must be associated with this store in GCRM. See How to add a
User or Genius to an Apple Retail Store for instructions.

Tip: Ensure you type in the store code correctly. Any mistake will mean all MobileGenius
work will be associated with the other store, including all inventory movements!

 Apple Confidential - Do Not Distribute 5

 Getting Started

Before you can view repair history or create a repair record you must find an
installed product record. This is accomplished by searching for a serial number or
customer information and then choosing the affected product.
If a serial number is already entered in mConcierge you can use it to quickly begin a
repair record.

Concierge
The fastest way to start a MobileGenius session is to start from Concierge. You can even use iOS
Diagnostics from within Concierge to quickly get the device’s serial number.

 Apple Confidential - Do Not Distribute 6

 MobileGenius Home Screen
The MobileGenius Home Screen houses options that allow you to submit App Feedback, check
System Status, search through Known Issues, perform a Printer Test, and create a new repair.

Forward Button
Tap the forward button to access the
following:

- What’s New
- App Feedback: Send
enhancement request, bug reports
and other feedback directly from
the app.
- System Status: Check if there are
any known issues with
MobileGenius’ systems before
contacting IS&T about an issue.

- Known Issues: Displays a list of issues that have already been reported.
- Printer Test: Print a test page to any printer on the setup for MobileGenius.

 Apple Confidential - Do Not Distribute 7

 Find Product By Serial Number
Follow these steps if you know the product’s serial number but
are not starting from a Concierge session:
1. Tap the Enter Serial Number/CTN.
2. Scan or type in the serial number of the affected product.
3. United States only - For an iPhone you may enter the
Customer Telephone Number (CTN) to search for the
product.

4. Tap Search.
When a product is found you will see its details.
Tip: Take care if manually entering the serial number to avoid creating a repair for
the wrong device.

Note: If no product is found you may either create an installed product or cancel
the serial number search function and try a customer search.

Find Product By Customer Information

Follow these steps if you don’t know the product’s serial number
and are not starting from a Concierge session:
1. Tap the Find Customer.
2. Enter and email address or phone number.
3. Tap Search.
4. Tap a search result to see the products attached to that
customer record.
5. Tap the desired product.

Note: See the Appendix for more information about using the Customer Search,
Create New or Edit Customer functions.

 Apple Confidential - Do Not Distribute 8

 Product Details
Once a product record has been found its details will be displayed
including:
- Product information
- Registered Customer
- Concierge customer information — taken from the Concierge
reservation information, when applicable
Note: An asterisk ( * ) is displayed in the coverage section when warranty
information shown is received from SAP. A hyphen ( - ) is shown when no
warranty information is received from SAP and warranty is calculated based on
purchase date or date of manufacturing.

Edit Customer Details

Tap Edit Customer Details to edit the basic customer information.
Note: These changes are only saved for the current repair record. The
customer must use MyInfo if they wish to make permanent changes to
their AppleID.

Register to Different Customer

Tap Register to Different Customer to search for or add a new
customer record to attach to the registered product.

Quick Quote
Tap Quick Quote to view stock and pricing for all parts
associate with the selected product.

 Apple Confidential - Do Not Distribute 9

 History
Tap History to view previous repairs or previous products.

Note: iOS devices will display a Product History list (the first picture shown above), where
you can select any previous product in the swap chain and view its associated repairs. Mac
devices will display a list of previous repairs called Repair History (the second picture shown
above).

 Apple Confidential - Do Not Distribute 10

 Creating Repair Records

Basic Troubleshooting
Basic Troubleshooting is chosen when you wish to document
a customer interaction in which parts and labor are not
required.
1. From the Product Details screen, tap Next then Basic
Troubleshooting.
2. Select or search for the one that best represents the reason
the customer is seeking support.
3. Tap Notes to describe the interaction.

4. Tap Save Repair

5. Confirm the customer’s email address if asked
6. Choose an action
- Session Manager: Returns to the MobileGenius
session manager
- Concierge: Returns to the Concierge session
- Print: Prints a Work Authorization.

 Apple Confidential - Do Not Distribute 11

 Accessory Swap, Swap, In-Store & Service (Non-Repair)
Getting Started
1. From the Product Details screen, tap Next then
Create Repair or Accessory Swap.

Component
1. Component: Select or search for the one that best
represents the reason the customer is seeking
support.

Configuration
1. CompTIA Modifier: The CompTIA code is
generated from the Component and Issue. The
Modifier must be chosen by the user based on
either observation or customer description of the
issue.Once all required information is entered, tap
Next

Troubleshooting
These questions guide the Genius through troubleshooting
steps. The answers provided by the Genius affect the
coverage and parts available for the repair.
Note: The Troubleshooting section will not be displayed when
creating an Accessory Swap.

- Answer all Troubleshooting questions -

MobileGenius presents questions based on
established troubleshooting workflow.
- Many responses will trigger additional fields to be
completed.
- Once all required information is entered, tap Next
Tip: If the Next button cannot be selected go back to the top of the screen to fill out required
information.

 Apple Confidential - Do Not Distribute 12

 Notes
Required fields:
- Issue
Optional fields:
- Steps to reproduce
- Proposed Resolution
- Cosmetic Condition
- Repair Comment
- Alternate Pickup: Used to note another person to
pickup the repaired product.
- Genius
- Work Authorization: Notes entered here will print
on the Work Authorization.
- Genius Room: Notes entered here will not print on
the Work Authorization.
Once all required information is entered, tap Next
Tip: Tapping on the “i” icon in the
lower right hand corner of any note
field will bring up the Text Expansions
cheat sheet, which provides shortcuts
to some commonly typed phrases.

While in the notes field, type the

shortcut (i.e. the letters that appear to
the left of the phrases) in order to have
the phrase appear.

 Apple Confidential - Do Not Distribute 13

 Repair Type
Note: The Repair Type section will not be viewed when creating an
Accessory Swap.

1. Select the most appropriate repair type

- Service Non Repair: Used to order service parts when
they are not in-stock.
- In Store Repair: Used for iPhone display replacements
only. In-Store Repairs for any product other than
iPhone are not supported.
- Swap Repair: Used to replace a defective product with
service inventory on-hand.
2. Tap Next
Tip: Always use iRepair for products other than iPod and iPhone. Foreign Language
Keyboard Exchange, Data Transfer, Finished Goods Installation and other customer services
which do not require the exchange of service inventory should be checked-in using iRepair
or Concierge Quick Drop.

Note: See Changing Repair Type for more information.

 Apple Confidential - Do Not Distribute 14

 Parts
Add parts used in the repair.
1. Search: Select from the list of parts or narrow your
search by typing a part number or description.
Note: You can use the EasyPay touch Sled barcode scanner
to input part numbers.

2. Select: Tap the part needed for the repair.

3. Parts:
- To add more parts, tap +.
- To delete a part, swipe to the right over the
part and then tap Delete.
Note: In some cases a sub part will automatically be
selected for you. These parts will have the word Sub listed
next to the part number and are authorized substitutes
acknowledged by Engineering.

In-stock Inventory check

For each part added, the in-store stock and estimated
price are displayed. Tap the part to view more info.
If a part is not in stock the following options are
displayed:
- Change the Repair Type
- Add to Part List: Adds the part to the list even
though it is not in stock systematically.
- Cancel
4. Part Serial Number: If required, enter the serial number
of the service part used.
Note: You can use the EasyPay touch Sled barcode
scanner to input serial numbers.

When manually entering serial numbers...

- To prevent data entry mistakes, the user will be
required to confirm new serial number by re-
entering the information. When the serial
numbers are the same, the user will tap Done,
then Save.
- Invalid Part Details - An alert will indicate when
the serial number entered is invalid or did not
match.

 Apple Confidential - Do Not Distribute 15

 5. Verify Estimated Total: As each part is added the user will see the repair
estimate cost change, based on the expected coverage for the service.

6. When all desired parts have been entered, tap Save

 Apple Confidential - Do Not Distribute 16

 Save
Saving the repair will generate a repair ID, ask for signature on iPod (swap repair
only), and allow you to print an authorization or confirmation page.
1. Verify the customer’s email address when prompted. After verification, the
display will show the repair is saving.

2. Tap Sign on iPod and hand the iPod to the customer so they may review the
Confirmation, the Terms and Conditions, and sign on the iPod. The customer
will be prompted to hand the iPod back to their Genius, Family Room Specialist,
or Creative.
Note: Sign on iPod is only available for Swap repairs. Choose Print and Sign for
customers not comfortable with agreeing to the Terms and Conditions electronically.

 Apple Confidential - Do Not Distribute 17

 3. Tap on one of the following:
- Copy Repair Number: Copies the repair
number to the clip board for pasting into
EasyPay.
- Print: Displays the print options.

- Session Manager: Displays the MobileGenius

session manager where a new session can be
started.
- Go To Concierge: Returns to the Concierge
session.

Print
The Print Options allow you to change the settings for Part Disposition Label, Work
Authorization, and Repair Traveller including which printer to utilize, selecting an
item not to print, and changing the language.
1. Test: Prints a test page to the selected printer.

2. Printer Options:
- Tap the Printer listed under the item you
would like to print in order to change the
printer or to select Don’t print.

- Tap the + or - to add or subtract the amount

of copies to be printed.

 Apple Confidential - Do Not Distribute 18

 Ordering Parts for Future Service

Service (Non-Repair)
When inventory is not immediately available to perform a Swap or
In-Store repair, use Service (Non-Repair) to create a part order.

1. Tap Change Repair Type

2. Tap Service (Non-Repair)

3. Tap Reason for Service - Part Order

4. Parts will load for the customer's serialized product.
5. Choose the part you need to order.
- Check quantity in stock - Only order parts when you have confirmed there
is no available inventory in stock.
- Tap the right arrow for the part to be ordered.
- Toggle the Part Order switch from OFF to ON.

6. Tap the Parts button, then tap Save. The part will be ordered and can be
tracked in iRepair's Manage Part Orders screen. For more information, read the
procedure How to Process Service Inventory Holds.

 Apple Confidential - Do Not Distribute 19

 Appendix

Printer Setup & Troubleshooting

See the MobileGenius Printer Setup & Troubleshooting Guide for basic setup
information for Dymo and laser printers as well as comprehensive troubleshooting
for all common printing issues.

Non-Serialized Products
When a customer purchases an accessory and does not own a serialized parent
product (ex. iPod headphones used with a third party MP3 player), use the
confidential non-serialized product serial number to create a repair for the
accessory.
From the MobileGenius home screen:
3. Tap Enter Serial Number
4. Type ‘nsp’
5. Tap Search
MobileGenius will replace ‘nsp’ with the actual NSP serial number. You can then
continue with a normal repair workflow. You will not be able to permanently link the
customer to the NSP product and no serial number will be displayed on printed
paperwork.

Changing Coverage
MobileGenius will display default coverage when creating a repair.
If needed, this coverage can be overridden.
From the Product Details screen :

1. Tap Coverage.
2. Tap the desired coverage type.

3. If you tap CS Code additional steps will be required.

Reason

Notes

Manager Authorization: Necessary for certain situations, such as overriding

coverage when warranty has expired more than one year ago. The manager
must enter their AppleConnect account name and password, then tap SAVE.

 Apple Confidential - Do Not Distribute 20

 Note: An error message will be displayed when the employee's account name and/
or password are invalid. This may be the result of mistyping the data or the employee
may not have manager privileges in GCRM.

 Apple Confidential - Do Not Distribute 21