Apple SVC-19A Apple Service Fundamentals Exam Exam Practice Test Questions

• Question 1

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

  • 'Repairing this component is easy. We never fail to do it in less than four hours.'
  • 'I promise to have the product ready by midday tomorrow.'
  • 'We currently do not have that part in stock. I can call you as soon as the part arrives.'
  • 'Our courier always delivers on time.'

  Show Answer Answer: C Next

• Question 2

  When would a technician need to use a positive 'no' with a customer? (Choose three.)

  • The device is out of warranty.
  • The technician does not feel like helping the customer.
  • The customer wants to purchase a new device.
  • The customer is misinformed about service options.
  • The device is an obsolete device that we no longer service.
  • The device is eligible for repair.
  • Apple introduces new product.

  Show Answer Answer: A, D, E Next

• Question 3

  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 provided, in which problem space does this issue fit?

  • Educational opportunity
  • User Data
  • Environmental
  • Software

  Show Answer Answer: D Next

• Question 4

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

  • ESD damage might immediately affect the equipment.
  • ESD damage presents itself within an hour of discharge.
  • ESD damage invariably prevents equipment from powering on.
  • Not all internal assemblies with circuit boards are ESD sensitive.
  • ESD damage might only show itself as an intermittent failure at a later time.

  Show Answer Answer: A, D Next

• Question 5

  How do you access Control Center from the home screen on an iPhone 8?

  • Swipe from left to right.
  • Swipe up from the bottom of the screen.
  • Swipe from right to left.
  • Swipe down from the top of the screen.

  Show Answer Answer: B Next