SVC-19A Exam Questions

April states she would like to use the cellular network from her iPhone to access the Internet for free on her Mac. What true statement can you give April?

Which of the following are required to setup iTunes backup with an iPhone 8? (hoose two.)

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

Which of the following summarizes a customer's concerns without simply repeating what the customer said?

Which of the following expresses empathy rather than sympathy?

Which of the following is an important factor when beginning to troubleshoot a customer issue?

You suspect that the issue Darla describes is a result of how she is using her iPhone. Which of the following is an empathetic and supportive closed question to ask?

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

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

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

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

Helena dropped her iPhone 8 and shattered the display. Her technician, Carlos, aligned with her disappointment and assured her that he could get it fixed that day. She began crying...

Confrontational phrasing is always a mistake but some phrases are poorer than others. Which of the following confrontational phrases is most likely to cause a conflicted conversati...

Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)

Which of the following gestures should be avoided when welcoming a customer? (Choose two.)

You should use open questions to do which of the following?

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 unc...

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 unc...

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 unc...

Please refer to the following information to answer the questions on the right. Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a te...

Please refer to the following information to answer the questions on the right. Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a te...

Please refer to the following information to answer the questions on the right. Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a te...

If the battery inside an iPhone is dented, punctured, swollen, or otherwise damaged, which of the following is the proper next step to take?

Select the best response to the following customer statement: "My iPhone sparked when I tried to sync it."

Which of the following statements are true when safely handling of batteries and portable computer case assemblies with built-in battery? (Choose three.)

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 som...

In the systematic troubleshooting approach, which of the following statements is true about isolating an issue?

Leigh states that her MacBook Pro (Retina, 15-inch, Mid 2015) does not recognize the SD card she brought with her. You have her reproduce the issue and discover that she is properl...

You are in the process of isolating a customer issue and have ruled out an environmental or educational cause. You suspect the issue is with the device. If the issue is with the de...

From the following, select the best description of cosmetic condition that would be included in good case notes.

Wendell explains that his iPhone X is dropping calls. Which of the following is an open question that would best help you further evaluate the issue with Wendell?

Before leaving your bench to take a logic board to a storage place, where should you place the logic board?

If the glass panel on an iMac or Thunderbolt Display is broken and still attached to the rear housing, with what will you secure the broken display?

Linda states that the fans on her MacBook Pro are intermittently noisy. Which is the best component of AST to further isolate the issue?

Which component for Apple Service Toolkit is designed to help troubleshoot issues with MagSafe and MagSafe 2 power adapters?

How often should the ESD mat be cleaned?

Which of the following tools is a quick system-level diagnostic test used to verify module presence and sensor readings?

Examine the image. Which feature in macOS is opened by clicking on this dock icon?

Technician Tommy is replacing a logic board on a Mac mini. Which of the following should he hold when handling the logic board?

Which of the following is a valid ESD safety precaution?

To help define if an issue is in the Environmental problem space, which question can you ask your customer?

Which diagnostic component of AST should be used to test image persistence issues on internal IPS displays in Apple desktop and portable computers, using consistent testing paramet...

Which two components inside an iMac are energized if the computer is plugged in, even when the computer is turned off? (Select two.)

If an issue is in the Hardware problem space, which of the following should be removed from the Apple product to further isolate the issue?

Which of the following is an ESD precaution that must be taken when working with Apple devices?

What are the features of using iCloud as a backup method for an iOS device?

What should be used to properly clean and restore an ESD mat?

John is attempting to use Handoff with his recently updated iPhone and Mac. He does not see the Handoff icon for the app he is using appear in macOS. What troubleshooting step shou...

Which of the following statements is true of electrostatic discharge (ESD) damage?

Which of the following iPhones support using Memoji?