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SVC-19A Apple Exam Lab Questions

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Total 70 questions
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Apple Service Fundamentals Exam Questions and Answers

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.

Page: 2 / 3
Total 70 questions
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