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Apple SVC-19A Apple Service Fundamentals Exam Exam Practice Test

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Total 70 questions
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Apple Service Fundamentals Exam Questions and Answers

Question 1

You are in the process of isolating a customer issue and have ruled out an environmental or educational cause. You suspect the issue is with the device.

If the issue is with the device software, which of the following are possible causes? (Choose three.)

Options:

A.

Sleep/Wake button

B.

Faulty video board

C.

Third-party software

D.

User-installed data such as images or documents

E.

The operating system

F.

Damaged display

G.

User installed parts

Question 2

Which of the following statements is true about an actively swelling embedded battery?

Options:

A.

Actively swelling batteries are not considered a safety concern.

B.

Actively swelling batteries are likely caused by large amounts of liquid inside the batteries.

C.

Actively swelling batteries are unlikely to lead to thermal runaway.

D.

Actively swelling batteries are more likely to rupture and release gasses.

Question 3

Please refer to the following information to answer the questions on the right.

Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.

Once Hannah returned home with the iMac, the sound issue occurred again.

Hannah has returned. She is angry and she is cursing at the technician.

Which of the five conflict resolution steps is missing in the following response to Hannah?

{Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution.”

Options:

A.

Try to find a way to say “You're right.”

B.

Try to find a way to show sympathy and correct the customer.

C.

Describe how the customer is incorrect about the specific issue.

D.

Propose an approach that refocuses the discussion.

E.

Stay calm.

Question 4

When evaluating an issue, which of the following is an empathetic and supportive closed question about updating software on an iOS device?

Options:

A.

You do know you should always update your software, correct?

B.

How to update your software is in the iPhone User’s guide, why didn't you read it before using this phone?

C.

I notice that your iPhone software is not up to date; would you like me to walk you through updating the software?

D.

Updating your software is extremely easy, why haven’t you done so?

Question 5

Which of the following types of data are backed up to iCloud? (Choose two.)

Options:

A.

Touch ID Settings

B.

Device Settings

C.

Messages

D.

Apple Pay information and settings

E.

iCloud Music Library

Question 6

How do you access Control Center from the home screen on an iPhone 8?

Options:

A.

Swipe from left to right.

B.

Swipe up from the bottom of the screen.

C.

Swipe from right to left.

D.

Swipe down from the top of the screen.

Question 7

Elizabeth would rather not answer phone calls using her iMac. Where in macOS can Elizabeth turn off iPhone Cellular Calls?

Options:

A.

Turn off iPhone Cellular Calls in iCloud preferences.

B.

Turn off iPhone Cellular Calls in System Preferences.

C.

Turn off iPhone Cellular Calls in FaceTime preferences.

D.

Turn off iPhone Cellular Calls in Messages preferences.

Question 8

After iCloud Backup has been turned on, iCloud can automatically back up the iOS device each day over Wi-Fi.

Which of the following criteria must be met before these daily backups can be made automatically?

Options:

A.

iTunes is open on the host computer.

B.

The iOS device is plugged into the host computer via USB.

C.

The iOS device is in Airplane Mode.

D.

The iOS device is connected to a power source.

Question 9

Helena dropped her iPhone 8 and shattered the display. Her technician, Carlos, aligned with her disappointment and assured her that he could get it fixed that day. She began crying and asked to speak to a manager. What should Carlos have done to keep the situation from escalating? (Choose two.)

Options:

A.

Carlos should have built rapport with his customer by getting to know her as a person. He may have found out that something frustrating happened before coming in to the store, and she is already upset.

B.

Nothing. The customer is just an unreasonable person. Carlos has no control over the policy, and she has to accept that.

C.

Carlos should have acknowledged how important it is to have a working iPhone, especially because it is more than just a phone to most people.

D.

Carlos should have brought in a manager as soon as he saw that it was accidental damage. These situations never go well, and they usually end in a manager giving the repair to the customer for free.

E.

Carlos should have let the customer know that he is not authorized to override the cost of the replacement.

Question 10

Which of the following is an ESD precaution according to Apple standards?

Options:

A.

Safety apron made of synthetic fibers should be worn.

B.

The relative humidity in a work area should be lower than 50 percent.

C.

An ionized air generator can be used instead of grounding a work area.

D.

A person working on an ESD-sensitive circuit should not be touched.

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