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  • Exam Name: Apple Service Fundamentals Exam
  • Last Update: Sep 12, 2025
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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.

“You are right, Hannah. I can see the repair history says you picked up the computer this morning.”

B.

"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."

C.

“I feel sorry for you. You had to drive all the way back here.”

D.

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

E.

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

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Question # 7

Which of the following expresses empathy rather than sympathy?

A.

I feel so sorry for you. I bet you feel disappointed.

B.

Poor you! You must feel awful.

C.

Oh, what a pity! This must make you feel disappointed.

D.

I am sorry this happened to you. I can see why you may be disappointed

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Question # 8

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

A.

If necessary, describe how the specific behavior affects the conversation.

B.

Be sure to point out specific examples of where the customer is wrong about the issue.

C.

Try to find a way to say, “You are right” to endorse the customer.

D.

Repeat whatever the customer says.

E.

Speak loudly and clearly to make sure the customer knows you are in charge.

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Question # 9

Jonesy has an Apple Watch and recently purchased an iPhone XR. He would like to use the Apple watch and the data on the old iPhone with the iPhone XR. Place the following steps in the correct order to accomplish his goal.

Use the arrow buttons to move the steps from the column on the left to the area on the right and arrange the order.

SVC-19A question answer

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Question # 10

Examine the image.

SVC-19A question answer

Which feature in macOS is opened by clicking on this dock icon?

A.

System Preferences

B.

Launchpad

C.

Finder

D.

Spotlight

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Question # 11

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

A.

Gaining agreement on the issue to be resolved.

B.

Assume that the customer does not know how to use the product.

C.

Providing solutions in the shortest amount of time.

D.

Promoting new products.

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Question # 12

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 corner of my iPad is badly bent.

C.

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

D.

The screen is too bright. It hurts my eyes.

E.

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

F.

The home button on my iPhone seems to have sunk.

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Question # 13

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

A.

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

B.

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

C.

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

D.

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

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Question # 14

In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?

A.

The technician is conducting a current test on a device.

B.

The technician is working on a device that is plugged in to AC power.

C.

The technician is cleaning the display on a device after reassembly.

D.

The technician is replacing a circuit board inside a device.

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Question # 15

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 some time to visually inspect the top case assembly with battery.

During an embedded battery inspection which of the following issues should Rachel look for? (Choose two.)

A.

Updated battery firmware

B.

Dot imprints

C.

Battery is the correct color

D.

Scratches

E.

Battery-compliance shipping label

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Question # 16

Drag the statement to its corresponding customer experience skill.

To make a correction, drag the statement you want to use on top of the statement you want to replace.

SVC-19A question answer

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Question # 17

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.

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

B.

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

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.

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Question # 18

After iCloud Backup has been turned on, iCloud can automatically back up the iOS device each day over Wi-Fi.

Which of the following criteria must be met before these daily backups can be made automatically?

A.

iTunes is open on the host computer.

B.

The iOS device is plugged into the host computer via USB.

C.

The iOS device is in Airplane Mode.

D.

The iOS device is connected to a power source.

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Question # 19

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 # 20

Which equipment is used to check if an AC power outlet is properly grounded?

A.

A conductive workbench mat

B.

A ground polarity tester

C.

A grounding cord with alligator clips

D.

A nylon probe tool (black stick)

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Question # 21

Which of the following is a valid ESD safety precaution?

A.

You should place ESD-sensitive circuits on top of metal work surfaces.

B.

Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.

C.

Do not wear polyester clothing while working on ESD sensitive components.

D.

Always handle logic board by grasping the heat sinks.

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