SVC-19A Apple Service Fundamentals Exam exact Exam Questions

Apple Service Fundamentals Exam

Last Update 5 hours ago Total Questions : 70

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Question # 1

Which of the following is an ESD precaution that must be taken when working with Apple devices?

Use polyester foam mats to ground the workbench.

Do not place internal components on metal surfaces.

Pick up circuit boards using their connectors.

When handling internal components, wear synthetic materials.

Question # 2

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

Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.

She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.

Based on the information Debra gave you and what you have observed, what is a logical question to ask next?

Did you try to plug in the power adapter to a different wall socket in your home?

Do you have the same issue when charging with the power adapter that came with your iPad Pro?

Have you tried charging with a different USB to Lightning cable?

Are you aware of any other ways you can charge an iPad Pro, like using a computer?

Question # 3

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

Safety apron made of synthetic fibers should be worn.

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

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

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

Question # 4

Drag the customer statement to its ideal response.

To make a correction, drag the statement you want to use on top of the statement you want to replace.

Question # 5

Which of the following statements are true when safely handling of batteries and portable computer case assemblies with built-in battery? (Choose three.)

Lift batteries or case assemblies using the battery cable.

If a battery is dropped, it can be reused after visual inspection.

Technicians should put on nitrile or lint free gloves when dealing with hot batteries.

If something unusual is noticed (such as an odor, swelling, discoloration, deformity or overheating), connect the device to a power outlet and run Diagnostics.

Never attempt to separate or remove the battery from a case assembly that has a built-in battery.

Do not expose lithium batteries to high temperatures.

When performing a visual inspection, view the battery from about one foot away.

Question # 6

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.

During an embedded battery inspection which of the following issues should Rachel look for? (Choose two.)

Updated battery firmware

Dot imprints

Battery is the correct color

Scratches

Battery-compliance shipping label

Question # 7

Laura is performing a visual inspection of an embedded battery. What kinds of cosmetic issues should she look for? (Choose two.)

UPC Code

Apple product serial number

IATA complice label

Scratches

QR Code

Apple logo

Dents or dot imprints

Question # 8

Which of the following customer statements would alert you to a safety issue? (Choose two.)

My iPhone flashed and sparked when I tried to charge it.

The corner of my iPad is badly bent.

My iPhone has fluctuating sound levels. Sometimes it is deafening.

The screen is too bright. It hurts my eyes.

My new Apple Watch makes me itchy and my wrist is red and irritated.

The home button on my iPhone seems to have sunk.

Question # 9

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.”

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

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

Describe how the customer is incorrect about the specific issue.

Propose an approach that refocuses the discussion.

Stay calm.

Question # 10

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

Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the issues to Baron.

Which two of the following behaviors will not help Baron understand Lucille ' s issue? (Choose two.)

Remain silent until Lucille is done.

Try to prove that Lucille is wrong about the issue.

Reflect what Lucille says.

Immediately suggest a solution to Lucille.

Use appropriate body language to acknowledge Lucille ' s issue.

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