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Apple SVC-19A Dumps

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Total 70 questions
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Apple Service Fundamentals Exam Questions and Answers

Question 1

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

Question 2

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

Options:

A.

Safety apron made of synthetic fibers should be worn.

B.

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

C.

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

D.

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

Question 3

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.”

Options:

A.

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

B.

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

C.

Describe how the customer is incorrect about the specific issue.

D.

Propose an approach that refocuses the discussion.

E.

Stay calm.

Question 4

Which of the following is a valid ESD safety precaution?

Options:

A.

You should place ESD-sensitive circuits on top of metal work surfaces.

B.

Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.

C.

Do not wear polyester clothing while working on ESD sensitive components.

D.

Always handle logic board by grasping the heat sinks.

Question 5

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?”

Question 6

Tony would like to create a new Apple ID to use with iTunes. It is his preference not to give his credit card information.

Which of the following is the correct statement about his situation?

Options:

A.

Tony will have to purchase an iTunes gift card before he can setup his Apple ID.

B.

Tony will have to use a bank account and routing number to setup his Apple ID.

C.

Tony can create an Apple ID in iTunes without a credit card or other payment method.

D.

Tony will not be able to use an Apple ID with iTunes unless he is willing to give credit card information.

Question 7

Which of the following statements is true about an actively swelling embedded battery?

Options:

A.

Actively swelling batteries are not considered a safety concern.

B.

Actively swelling batteries are likely caused by large amounts of liquid inside the batteries.

C.

Actively swelling batteries are unlikely to lead to thermal runaway.

D.

Actively swelling batteries are more likely to rupture and release gasses.

Question 8

Which of the following statements are correct when considering the effects of ESD damage on a given product? (Choose two.)

Options:

A.

ESD damage might immediately affect the equipment.

B.

ESD damage presents itself within an hour of discharge.

C.

ESD damage invariably prevents equipment from powering on.

D.

Not all internal assemblies with circuit boards are ESD sensitive.

E.

ESD damage might only show itself as an intermittent failure at a later time.

Question 9

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)

Question 10

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.

Options:

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Total 70 questions
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