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  • Exam Name: Apple Service Fundamentals Exam
  • Last Update: 19-Apr-2024
  • Questions and Answers: 70
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SVC-19A Questions and Answers

Question # 1

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.

Question # 2

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

A.

Maps

B.

Game Center

C.

Siri

D.

Split View

Question # 3

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

Question # 4

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?”

Question # 5

When evaluating an issue, which of the following is an empathetic and supportive closed question about updating software on an iOS device?

A.

You do know you should always update your software, correct?

B.

How to update your software is in the iPhone User’s guide, why didn't you read it before using this phone?

C.

I notice that your iPhone software is not up to date; would you like me to walk you through updating the software?

D.

Updating your software is extremely easy, why haven’t you done so?

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