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SVC-19A Apple Service Fundamentals Exam Questions and Answers

Questions 4

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.

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Questions 5

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.

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Questions 6

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 7

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.

After gaining agreement with the customer about repair time and cost, Rachel begins the replacement of the top case assembly with battery. If during the repair the battery cells begin to actively swell, how should Rachel respond?

Options:

A.

Pour sand over the battery immediately.

B.

Leave the room for fifteen minutes.

C.

Carefully continue the repair while monitoring the battery.

D.

Find a fire extinguisher and keep it nearby.

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Questions 8

When evaluating an issue, which of the following is an empathetic and supportive closed question about updating software on an iOS device?

Options:

A.

You do know you should always update your software, correct?

B.

How to update your software is in the iPhone User’s guide, why didn't you read it before using this phone?

C.

I notice that your iPhone software is not up to date; would you like me to walk you through updating the software?

D.

Updating your software is extremely easy, why haven’t you done so?

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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

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

Options:

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.

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Exam Code: SVC-19A
Exam Name: Apple Service Fundamentals Exam
Last Update: Jul 13, 2024
Questions: 65

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