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SVC-19A Apple Service Fundamentals Exam Questions and Answers

Questions 4

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?

Options:

A.

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

B.

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

C.

Customers replace far fewer parts than service technicians.

D.

Customers are more careful because it is their own device.

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Questions 5

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 6

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:

A.

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.

B.

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.

C.

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

D.

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

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Questions 7

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 8

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?

Options:

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.

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Questions 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.

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 10

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

Options:

A.

"Calm down. You are being ridiculous."

B.

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

C.

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

D.

"I’m sorry to hear that."

E.

"I can understand why you are upset."

F.

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

G.

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

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Exam Code: SVC-19A
Exam Name: Apple Service Fundamentals Exam
Last Update: Oct 13, 2024
Questions: 70
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