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SVC-19A Practice Exam Questions with Answers Apple Service Fundamentals Exam Certification

Question # 6

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.)

A.

“l can prove to you exactly how you are wrong about this issue.”

B.

“Is this really the same issue? Might it be a different issue?”

C.

“Calm down!”

D.

“If I can ask some questions about the last repair and what has occurred since then, I can figure out what the appropriate next step is. I might be able to suggest a solution. Does that sound okay, Hannah?"

E.

“Though your frustration is understandable, we are in a family-friendly environment so I am going to have to ask you to be mindful of the language you are using.”

F.

“Are you sure your children didn't do something to it?”

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Question # 7

Which of the following types of data are backed up to iCloud? (Choose two.)

A.

Touch ID Settings

B.

Device Settings

C.

Messages

D.

Apple Pay information and settings

E.

iCloud Music Library

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Question # 8

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

A.

Obtain the customer’s warranty status.

B.

Check for understanding.

C.

Gather more information about an issue.

D.

Greet the customer.

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Question # 9

Which of the following features of iOS require an Apple ID to use?

A.

Maps

B.

Game Center

C.

Siri

D.

Split View

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