Download Apple Service Fundamentals Exam.SVC-19A.Pass4Success.2025-11-22.55q.vcex
| Vendor: | Apple |
| Exam Code: | SVC-19A |
| Exam Name: | Apple Service Fundamentals Exam |
| Date: | Nov 22, 2025 |
| File Size: | 55 KB |
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Demo Questions
Question 1
In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?
- The technician is conducting a current test on a device.
- The technician is working on a device that is plugged in to AC power.
- The technician is cleaning the display on a device after reassembly.
- The technician is replacing a circuit board inside a device.
Correct answer: D
Question 2
What are the features of using iCloud as a backup method for an iOS device?
- Always encrypts backups.
- Backups can be encrypted or un-encrypted.
- Offers up to 200 TB of storage.
- The customer can make backups over cellular networks.
Correct answer: B
Question 3
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.)
- ''You are right, Hannah. I can see the repair history says you picked up the computer this morning.''
- '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.'
- ''I feel sorry for you. You had to drive all the way back here.''
- ''Are you sure your children didn't do something to it?''
- ''Is this really the same issue? Might it be a different issue?''
Correct answer: A, B
Question 4
Which of the following is an ESD precaution that must be taken when working with Apple devices?
- Use polyester foam mats to ground the workbench.
- Do not place internal components on metal surfaces.
- Pick up circuit boards using their connectors.
- When handling internal components, wear synthetic materials.
Correct answer: B
Question 5
You should use open questions to do which of the following?
- Obtain the customer's warranty status.
- Check for understanding.
- Gather more information about an issue.
- Greet the customer.
Correct answer: C
Question 6
Which of the following statements are true when safely handling of batteries and portable computer case assemblies with built-in battery? (Choose three.)
- Lift batteries or case assemblies using the battery cable.
- If a battery is dropped, it can be reused after visual inspection.
- Technicians should put on nitrile or lint free gloves when dealing with hot batteries.
- If something unusual is noticed (such as an odor, swelling, discoloration, deformity or overheating), connect the device to a power outlet and run Diagnostics.
- Never attempt to separate or remove the battery from a case assembly that has a built-in battery.
- Do not expose lithium batteries to high temperatures.
- When performing a visual inspection, view the battery from about one foot away.
Correct answer: B, C, G
Question 7
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.
Which of the five conflict resolution steps is missing in the following response to Hannah?
{Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution.''
- Try to find a way to say ''You're right.''
- Try to find a way to show sympathy and correct the customer.
- Describe how the customer is incorrect about the specific issue.
- Propose an approach that refocuses the discussion.
- Stay calm.
Correct answer: D
Question 8
Elizabeth would rather not answer phone calls using her iMac. Where in macOS can Elizabeth turn off iPhone Cellular Calls?
- Turn off iPhone Cellular Calls in iCloud preferences.
- Turn off iPhone Cellular Calls in System Preferences.
- Turn off iPhone Cellular Calls in FaceTime preferences.
- Turn off iPhone Cellular Calls in Messages preferences.
Correct answer: C
Question 9
What should be used to properly clean and restore an ESD mat?
- Any solvent based cleaner
- Distilled or bottled water
- Lint-free cloth
- A cleaner that is specifically designed for ESD mats
Correct answer: C
Question 10
When servicing devices with embedded batteries, your primary concern should be for your own safety and those around you.
Which of the following considerations are workstation requirements when servicing these devices? (Choose two.)
- Keep paper at least 1 feet (0.3m) away.
- Keep 8 to 10 cups of water within arms reach.
- Always wear safety glasses when performing repair work.
- Ensure there is a water or an ABC/CO2fire extinguisher nearby.
- Keep combustible materials away from the work area.
Correct answer: C, E
Question 11
In the systematic troubleshooting approach, which of the following statements is true about isolating an issue?
- Asking the customer to reproduce an issue can help determine if the issue is with the device.
- If an issue cannot be reproduced, it is likely a hardware issue.
- Replacing an internal component will determine if the issue is related to environment.
- Basing a conclusion on past experience with similar issues is a proven troubleshooting method.
Correct answer: A
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