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SVC-19A Sample Questions Answers

Questions 4

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

Options:

A.

The technician is conducting a current test on a device.

B.

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

C.

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

D.

The technician is replacing a circuit board inside a device.

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Questions 5

You suspect that the issue Darla describes is a result of how she is using her iPhone. Which of the following is an empathetic and supportive closed question to ask?

Options:

A.

Why didn’t you review the iPhone User Guide before you tried to use your phone?

B.

Do you realize how you are using the iPhone is causing your issue?

C.

That is not the correct way of using the iPhone; do you need a demonstration?

D.

Do you mind if I show you a couple of ways I learned to use the iPhone?

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Questions 6

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.

Options:

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Questions 7

What requirements are needed for iCloud to automatically back up an iOS device each day? (Choose two.)

Options:

A.

The device has two-factor authentication turned on.

B.

The device is powered off.

C.

The device is updated to latest iOS.

D.

The device is connected to a power source.

E.

The device's screen is locked.

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Questions 8

What should be used to properly clean and restore an ESD mat?

Options:

A.

Any solvent based cleaner

B.

Distilled or bottled water

C.

Lint-free cloth

D.

A cleaner that is specifically designed for ESD mats

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Questions 9

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?

Options:

A.

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

B.

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

C.

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

D.

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

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Questions 10

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.)

Options:

A.

“You are right, Hannah. I can see the repair history says you picked up the computer this morning.”

B.

"I understand your frustrations, Hannah. I would feel the same way if my computer was having the same issue after a repair. I am here to help."

C.

“I feel sorry for you. You had to drive all the way back here.”

D.

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

E.

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

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Questions 11

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?

Options:

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.

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Questions 12

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:

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.

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Questions 13

Select the statement that appropriately sets customer expectations when fixing an issue.

Options:

A.

"Repairing this component is easy. We never fail to do it in less than four hours."

B.

"I promise to have the product ready by midday tomorrow."

C.

"We currently do not have that part in stock. I can call you as soon as the part arrives."

D.

"Our courier always delivers on time."

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Questions 14

Examine the image.

Which feature in macOS is opened by clicking on this dock icon?

Options:

A.

System Preferences

B.

Launchpad

C.

Finder

D.

Spotlight

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Questions 15

Drag the customer statement to its corresponding response.

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

Options:

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Questions 16

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

Options:

A.

A conductive workbench mat

B.

A ground polarity tester

C.

A grounding cord with alligator clips

D.

A nylon probe tool (black stick)

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Questions 17

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

Options:

A.

Use polyester foam mats to ground the workbench.

B.

Do not place internal components on metal surfaces.

C.

Pick up circuit boards using their connectors.

D.

When handling internal components, wear synthetic materials.

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Questions 18

Diego is servicing an embedded battery and it begins to swell. Which of the following is the proper response by Diego?

Options:

A.

Immediately pour sand on the battery to cover it completely.

B.

Evacuate the room for fifteen minutes.

C.

Remove the swelling battery and move it to a fire-proof safety cabinet.

D.

Wait to see if the battery stops swelling or continues to thermal event.

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Questions 19

Select the best response to the following customer statement:

“My iPhone sparked when I tried to sync it.”

Options:

A.

Sounds like you have a damaged sync cable. If the cable is damaged sparking can happen.

B.

I want to make sure we get a complete history of this issue. May I ask some specific troubleshooting questions?

C.

Are you sure you know how to sync an iPhone to a computer properly?

D.

All electronics can make sparks, you must be experiencing static electricity.

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Questions 20

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.)

Options:

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?”

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Questions 21

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.

Rachel notes that the battery cell on the MacBook Pro has expanded.

Given the age of the MacBook Pro, she believes the battery has few charge cycles left.

What are two safety precautions that Rachel should take when the battery has an expanded enclosure? (Choose two.)

Options:

A.

The expanded battery should be separated from the top case and placed in the fire-proof safety cabinet for a minimum of two hours.

B.

Rachel should ensure that she is wearing cut-resistant gloves.

C.

Rachel should be careful not to puncture, crush, or attempt to flatten the expanded battery cell or enclosure.

D.

If the cell appears to be suddenly and actively swelling in real time, Rachel should respond as if the battery is experiencing a thermal runaway event.

E.

The battery presents a safety concern because of the hazardous gas trapped inside the expanded enclosure.

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Exam Code: SVC-19A
Exam Name: Apple Service Fundamentals Exam
Last Update: Nov 21, 2024
Questions: 70
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