Apple SVC-19A Exam Practice Test Instant Access

Question 1

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

AAsking the customer to reproduce an issue can help determine if the issue is with the device.

BIf an issue cannot be reproduced, it is likely a hardware issue.

CReplacing an internal component will determine if the issue is related to environment.

DBasing a conclusion on past experience with similar issues is a proven troubleshooting method.

Answer : A

Question 2

A computer service technician says, "I don't use ESD precautions and have never had a problem."

Which of the following is the correct response to this statement?

AESD damage may not appear immediately.

BESD happens only to inexperienced technicians.

CESD only occurs in very rare circumstances.

DESD damage is really not as bad as everyone thinks.

Answer : C

Question 3

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 conversation?

AYour iPhone only has one speaker on the bottom.

BIt turns out your iPhone only has one speaker on the bottom.

CThere is just one speaker on the iPhone.

DYou are wrong. Your iPhone only has one speaker on the bottom.

Answer : D

Question 4

Joanna is not convinced that taking ESD precautions makes any difference in repair quality. She states, ''If Apple was really serious about ESD precautions, they would not instruct customers to simply touch metal before replacing customer-installable parts.''

Which of the following is the correct response to this statement?

ACustomers can complete these part replacements more quickly, reducing the chance of ESD damage.

BCustomers are more likely to understand ESD precautions than technicians are.

CCustomers replace far fewer parts than service technicians.

DCustomers are more careful because it is their own device.

Answer : C

Question 5

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

AAny solvent based cleaner

BDistilled or bottled water

CLint-free cloth

DA cleaner that is specifically designed for ESD mats

Answer : C

Question 6

Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose two.)

AClean ESD mats regularly.

BApply a display protective cover on top of physically damaged displays.

CAvoid synthetic materials into the work area.

DUse a battery cover whenever the case is removed from the device.

EDiscard used screws.

Answer : A, C

Question 7

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?

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

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

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

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

Answer : C

Apple Service Fundamentals SVC-19A Exam Practice Test