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SVC-19A
Apple Service Fundamentals Exam Questions and Answers

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Viewing questions 11-20 out of questions

Questions # 11:

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.)

Options:

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.

Answer

B, D

Questions # 12:

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

Options:

Swipe from left to right.

Swipe up from the bottom of the screen.

Swipe from right to left.

Swipe down from the top of the screen.

Answer

Explanation

References:

Questions # 13:

Which of the following are required to setup iTunes backup with an iPhone 8? (Сhoose two.)

Options:

Encrypted volume on Mac or PC

Lightning to USB Cable

iCloud account

Computer compatible with iTunes

iTunes Store account

Answer

C, E

Explanation

References:

Questions # 14:

When would a technician need to use a positive ‘no’ with a customer? (Choose three.)

Options:

The device is out of warranty.

The technician does not feel like helping the customer.

The customer wants to purchase a new device.

The customer is misinformed about service options.

The device is an obsolete device that we no longer service.

The device is eligible for repair.

Apple introduces new product.

Answer

A, D, E

Questions # 15:

If Michel accidentally drops a replacement top case assembly with battery for a MacBook Pro (Retina, 15-inch, Mid 2015), what steps should he take before continuing with the repair?

Options:

Visually inspect the top case assembly with battery for damage and let it sit on the workbench for 2 hours to observe if any events occur. If none occurs, continue the repair with that service part.

Visually inspect the top case assembly with battery that fell to the floor and replace it with a new service part if the damage exceeds the damage thresholds.

Dispose of the top case assembly with battery that fell to the floor and use an undamaged service part instead.

Continue using the top case assembly with battery that fell to the floor if there are no signs of damage.

Answer

Questions # 16:

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

Options:

Turn off iPhone Cellular Calls in iCloud preferences.

Turn off iPhone Cellular Calls in System Preferences.

Turn off iPhone Cellular Calls in FaceTime preferences.

Turn off iPhone Cellular Calls in Messages preferences.

Answer

Explanation

References:

Questions # 17:

When servicing devices with embedded batteries, your primary concern should be for your own safety and those around you.

Which of the following considerations are workstation requirements when servicing these devices? (Choose two.)

Options:

Keep paper at least 1 feet (0.3m) away.

Keep 8 to 10 cups of water within arms reach.

Always wear safety glasses when performing repair work.

Ensure there is a water or an ABC/CO2fire extinguisher nearby.

Keep combustible materials away from the work area.

Answer

C, E

Questions # 18:

Wendell explains that his iPhone X is dropping calls. Which of the following is an open question that would best help you further evaluate the issue with Wendell?

Options:

How is the rest of your experience with the iPhone, aside from the dropped calls?

Do you find that you are driving in a car when these dropped calls occur?

Are you in an elevator or a parking garage when the iPhone drops the calls?

Could you please tell me about the situations when your iPhone drops calls?

Answer

Questions # 19:

You should use open questions to do which of the following?

Options:

Obtain the customer’s warranty status.

Check for understanding.

Gather more information about an issue.

Greet the customer.

Answer

Questions # 20:

Jonesy has an Apple Watch and recently purchased an iPhone XR. He would like to use the Apple watch and the data on the old iPhone with the iPhone XR. Place the following steps in the correct order to accomplish his goal.

Use the arrow buttons to move the steps from the column on the left to the area on the right and arrange the order.

Question # 20