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Apple SVC-19A - Apple Service Fundamentals Exam

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Total 70 questions

John is attempting to use Handoff with his recently updated iPhone and Mac. He does not see the Handoff icon for the app he is using appear in macOS.

What troubleshooting step should John try first?

A.

Verify that both devices are connected to a Wi-Fi network using WPA2 security.

B.

Verify that iPhone Cellular Calls are turned on in System Preferences > Network.

C.

Verify that both devices have Wi-Fi turned on.

D.

Reset Network Settings on iPhone.

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

A.

Lift batteries or case assemblies using the battery cable.

B.

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

C.

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

D.

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

E.

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

F.

Do not expose lithium batteries to high temperatures.

G.

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

April states she would like to use the cellular network from her iPhone to access the Internet for free on her Mac. What true statement can you give April?

A.

"Personal Hotspot can come with additional charges. You should contact your carrier."

B.

"You must enable Personal Hotspot on your iPhone before the feature can work for free."

C.

"Personal Hotspot only works on CDMA networks."

D.

"Personal Hotspot is a great way to access the Internet for free!"

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

A.

The device is out of warranty.

B.

The technician does not feel like helping the customer.

C.

The customer wants to purchase a new device.

D.

The customer is misinformed about service options.

E.

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

F.

The device is eligible for repair.

G.

Apple introduces new product.

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

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.

How would you define a "positive no" to a co-worker?

A.

Lead with a positive then switch to a negative, such as, “Definitely not.”

B.

It’s leading with “no” and not engaging in any further conversation with the customer.

C.

It is a way to correct a customer by informing them of what you can do.

D.

You say no with a positive voice inflection.

Which of the following gestures should be avoided when welcoming a customer? (Choose two.)

A.

Folding arms

B.

Fidgeting

C.

Making eye contact

D.

Opening hands

E.

Standing straight

Lew is not certain that his Apple ID is working correctly in macOS. Which of the following methods would allow Lew to verify that he is using his correct Apple ID in macOS?

A.

Open System Preferences, click iCloud, and verify that the account is signed in.

B.

Click the Apple menu, select Apple ID, and ensure that Lew’s Apple ID is listed.

C.

Open the Apple ID pane in System Preferences.

D.

Go to the My Apple ID page (appleid.apple.com) and verify the account is signed in.

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.

From the following, which are part of the 5-step conflict resolution model? (Choose two.)

A.

“l can prove to you exactly how you are wrong about this issue.”

B.

“Is this really the same issue? Might it be a different issue?”

C.

“Calm down!”

D.

“If I can ask some questions about the last repair and what has occurred since then, I can figure out what the appropriate next step is. I might be able to suggest a solution. Does that sound okay, Hannah?"

E.

“Though your frustration is understandable, we are in a family-friendly environment so I am going to have to ask you to be mindful of the language you are using.”

F.

“Are you sure your children didn't do something to it?”

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.)

A.

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

B.

Keep 8 to 10 cups of water within arms reach.

C.

Always wear safety glasses when performing repair work.

D.

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

E.

Keep combustible materials away from the work area.