Apple internal app ""core""

[Anonimous2023]

Sometime ago i posted if someone knew about core, an internal apple tool that im interested for, after several months an annonimous apple park employee take this photo for some bucks now i have a physical proof that core exists so i want to know if someone have details about this app to gather data

This is anything i have now so i appreciate any details that someone has

 

[NightScar]

I asked one of my friends who used to work for apple and he told me the following:

Core is a program that a lot of different apple employees use for different cases.
For instance.
When you call apple support. The advisor is most likely using this application.
The part at the top that says "Lunch" is where you can switch the Aux you are in.
The advisors switch to the Available Aux when they start their shift. They then wait for a call to come through.
They then click the "Add case customer" button that will appear on the top left of the app to add the customers apple id to the case. Otherwise they wont be able to save said case without an attached apple id.
They then select the correct device/service you are calling about. Enter their notes at the bottom of the app and save the case.

They are also able to open what's called the "Article Viewer" and do searches within that viewer for basically every apple article. Including apple internal only articles.
Some of the Aux's that they are able to switch to includes Lunch, Break, Team Meeting, Coaching, Offline and a bunch more.

What you see in the background that's behind those 2 prompts is the main screen when opening the app.
It shows recently added or edited articles.
Also shows what's new in apple.
Like if there is a new macOS or iOS update available.
If a new feature is coming or if an old one is now gone (think iCloud photo stream)

It does more but thats all he told me.

 

[Anonimous2023]

I asked one of my friends who used to work for apple and he told me the following:

Core is a program that a lot of different apple employees use for different cases.
For instance.
When you call apple support. The advisor is most likely using this application.
The part at the top that says "Lunch" is where you can switch the Aux you are in.
The advisors switch to the Available Aux when they start their shift. They then wait for a call to come through.
They then click the "Add case customer" button that will appear on the top left of the app to add the customers apple id to the case. Otherwise they wont be able to save said case without an attached apple id.
They then select the correct device/service you are calling about. Enter their notes at the bottom of the app and save the case.

They are also able to open what's called the "Article Viewer" and do searches within that viewer for basically every apple article. Including apple internal only articles.
Some of the Aux's that they are able to switch to includes Lunch, Break, Team Meeting, Coaching, Offline and a bunch more.

What you see in the background that's behind those 2 prompts is the main screen when opening the app.
It shows recently added or edited articles.
Also shows what's new in apple.
Like if there is a new macOS or iOS update available.
If a new feature is coming or if an old one is now gone (think iCloud photo stream)

It does more but thats all he told me.

I asked one of my friends who used to work for apple and he told me the following:

Core is a program that a lot of different apple employees use for different cases.
For instance.
When you call apple support. The advisor is most likely using this application.
The part at the top that says "Lunch" is where you can switch the Aux you are in.
The advisors switch to the Available Aux when they start their shift. They then wait for a call to come through.
They then click the "Add case customer" button that will appear on the top left of the app to add the customers apple id to the case. Otherwise they wont be able to save said case without an attached apple id.
They then select the correct device/service you are calling about. Enter their notes at the bottom of the app and save the case.

They are also able to open what's called the "Article Viewer" and do searches within that viewer for basically every apple article. Including apple internal only articles.
Some of the Aux's that they are able to switch to includes Lunch, Break, Team Meeting, Coaching, Offline and a bunch more.

What you see in the background that's behind those 2 prompts is the main screen when opening the app.
It shows recently added or edited articles.
Also shows what's new in apple.
Like if there is a new macOS or iOS update available.
If a new feature is coming or if an old one is now gone (think iCloud photo stream)

It does more but thats all he told me.

I see he is correct also with core you are able to acees to icloud support app to verify customer identity.

Another interesting thing is the apple internal articles that explain how advisor must handle interactions even they hace an article all about taking the cases

Besides that i know that with core you are able to talk with chat (using apple support app or online in website) taking calls and email support

I appreciate the information that your parther provide it, very interesting and thank for letting me know about it

 

[NightScar]

I see he is correct also with core you are able to acees to icloud support app to verify customer identity.

Another interesting thing is the apple internal articles that explain how advisor must handle interactions even they hace an article all about taking the cases

Besides that i know that with core you are able to talk with chat (using apple support app or online in website) taking calls and email support

I appreciate the information that your parther provide it, very interesting and thank for letting me know about it

You dont access the icloud support app with core. It only opens the webpage for the icloud support tool.
It is its own webpage that you can open manually or by clicking the action button in core and select "open ICST" which then just opens the webpage.

And to verify a customers identity is simple. Usually the customer does that themselves while speak to the robot before you get the call. But if the call comes in without an attached apple id. You have to manually add the apple id to the case.
Then click the same action button and hit the "verify case customer" button. The customer will then get a prompt on their apple devices to accept or decline.
If they accepted it. They are now verified and you can continue to help with certain cases.
If they decline, then you can still help with TS but not if the TS step requires any apple id information.

And not every apple advisor you are talking too be that over phone or chat uses Core. Some departments use a totally different application.
Also the only chat people the advisors can speak with in core is DD (Direct Dispatch) for shipping repair updates.

Core also gives you access to all customer facing articles you can find on support.apple.com like the

How to download and install macOS article.​

It also shows in those articles red internal only sections that the advisors will follow if the previous TS steps didnt solve the issue.

 

[Anonimous2023]

You dont access the icloud support app with core. It only opens the webpage for the icloud support tool.
It is its own webpage that you can open manually or by clicking the action button in core and select "open ICST" which then just opens the webpage.

And to verify a customers identity is simple. Usually the customer does that themselves while speak to the robot before you get the call. But if the call comes in without an attached apple id. You have to manually add the apple id to the case.
Then click the same action button and hit the "verify case customer" button. The customer will then get a prompt on their apple devices to accept or decline.
If they accepted it. They are now verified and you can continue to help with certain cases.
If they decline, then you can still help with TS but not if the TS step requires any apple id information.

And not every apple advisor you are talking too be that over phone or chat uses Core. Some departments use a totally different application.
Also the only chat people the advisors can speak with in core is DD (Direct Dispatch) for shipping repair updates.

Core also gives you access to all customer facing articles you can find on support.apple.com like the

How to download and install macOS article.​

It also shows in those articles red internal only sections that the advisors will follow if the previous TS steps didnt solve the issue.

I see interesting details

Whats nore interesting are de CP Articles located on the article viewer of core with internal guidelines of how to handle cases and eles apple quality standards to evaluate de advisor such as "logging" or "efficiency" that are atributes that advisors should have and they will be reflected on GBI Portal (in sone departments)

 

[Argus2196]

Sometime ago i posted if someone knew about core, an internal apple tool that im interested for, after several months an annonimous apple park employee take this photo for some bucks now i have a physical proof that core exists so i want to know if someone have details about this app to gather data

This is anything i have now so i appreciate any details that someone has

Well as a Senior Advisor for Apple Care. We def use this app. Im obviously not gonna go into spesific details about myself or which location I work at or any internal apps and procedures and their usage.. But that screenshot of the app might be a serious breach of NDA as we are not permitted by bringing phones anywhere near our work machines when this app is running. However the fact that it is on lunch AUX means Core is essentially logged off and you cannot browse its contents and open up any articles so it should be fine. But screenshot of the screen like this? its a techincal no-no.