Apple Service Fundamentals Exam (SVC-19A) Free Practice Test

Question 1

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

A. listening

B. reflecting

C. evaluating

D. parroting

Correct Answer: B

Question 2

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, which of the following resources can you share with her that explains the cause of the issue?

A. Apple Support articles

B. Apple Service Guide

C. GSX Troubleshooting articles

D. Apple VMI Guide

Correct Answer: B

Question 3

Which of the following customer statements would alert you to a safety issue? (Choose two.)

A. My iPhone flashed and sparked when I tried to charge it.

B. The home button on my iPhone seems to have sunk.

C. My new Apple Watch makes me itchy and my wrist is red and irritated.

D. The screen is too bright. It hurts my eyes.

E. The corner of my iPad is badly bent.

F. My iPhone has fluctuating sound levels. Sometimes it is deafening.

Correct Answer: A,B

Question 4

Lew is not certain that his Apple ID is working correctly in macOS. Which of the following methods would allow Lew to verify that he is using his correct Apple ID in macOS?

A. Click the Apple menu, select Apple ID, and ensure that Lew's Apple ID is listed.

B. Open System Preferences, click iCloud, and verify that the account is signed in.

C. Open the Apple ID pane in System Preferences.

D. Go to the My Apple ID page (appleid.apple.com) and verify the account is signed in.

Correct Answer: B

Question 5

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?

A. Do you find that you are driving in a car when these dropped calls occur?

B. How is the rest of your experience with the iPhone, aside from the dropped calls?

C. Are you in an elevator or a parking garage when the iPhone drops the calls?

D. Could you please tell me about the situations when your iPhone drops calls?

Correct Answer: D

Question 6

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

A. Apply a display protective cover on top of physically damaged displays.

B. Discard used screws.

C. Clean ESD mats regularly.

D. Avoid synthetic materials into the work area.

E. Use a battery cover whenever the case is removed from the device.

Correct Answer: C,D

Question 7

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?

A. Environmental

B. Educational opportunity

C. Software

D. User Data

Correct Answer: C

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Apple Service Fundamentals (SVC-19A) Free Practice Test