SVC-19A Apple Service Fundamentals Exam exact Exam Questions

Apple Service Fundamentals Exam

Last Update 6 hours ago Total Questions : 70

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Question # 11

A computer service technician says, " I don ' t use ESD precautions and have never had a problem. "

Which of the following is the correct response to this statement?

ESD damage may not appear immediately.

ESD happens only to inexperienced technicians.

ESD only occurs in very rare circumstances.

ESD damage is really not as bad as everyone thinks.

Question # 12

Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

" Calm down. You are being ridiculous. "

" These devices are expensive, I cannot change that. "

" Please control yourself. That is not how it works. "

" I’m sorry to hear that. "

" I can understand why you are upset. "

" It is not possible to repair it by Monday. "

" You are right. I would be frustrated as well. "

Question # 13

Which equipment is used to check if an AC power outlet is properly grounded?

A conductive workbench mat

A ground polarity tester

A grounding cord with alligator clips

A nylon probe tool (black stick)

Question # 14

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

Touch ID Settings

Device Settings

Messages

Apple Pay information and settings

iCloud Music Library

Question # 15

Which of the following statements are correct when considering the effects of ESD damage on a given product? (Choose two.)

ESD damage might immediately affect the equipment.

ESD damage presents itself within an hour of discharge.

ESD damage invariably prevents equipment from powering on.

Not all internal assemblies with circuit boards are ESD sensitive.

ESD damage might only show itself as an intermittent failure at a later time.

Question # 16

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

Rachel is starting a repair on a three-year-old MacBook Pro.

After opening the device, she takes some time to visually inspect the top case assembly with battery.

After gaining agreement with the customer about repair time and cost, Rachel begins the replacement of the top case assembly with battery. If during the repair the battery cells begin to actively swell, how should Rachel respond?

Pour sand over the battery immediately.

Leave the room for fifteen minutes.

Carefully continue the repair while monitoring the battery.

Find a fire extinguisher and keep it nearby.

Question # 17

In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?

The technician is conducting a current test on a device.

The technician is working on a device that is plugged in to AC power.

The technician is cleaning the display on a device after reassembly.

The technician is replacing a circuit board inside a device.

Question # 18

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.)

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.

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

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.

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.

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

Question # 19

Joanna is not convinced that taking ESD precautions makes any difference in repair quality. She states, “If Apple was really serious about ESD precautions, they would not instruct customers to simply touch metal before replacing customer-installable parts.”

Which of the following is the correct response to this statement?

Customers can complete these part replacements more quickly, reducing the chance of ESD damage.

Customers are more likely to understand ESD precautions than technicians are.

Customers replace far fewer parts than service technicians.

Customers are more careful because it is their own device.