Apple SVC-19A Quiz 2 Topic 1 Questions 6-10

Question: 1

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.)

AKeep paper at least 1 feet (0.3m) away.

BKeep 8 to 10 cups of water within arms reach.

CAlways wear safety glasses when performing repair work.

DEnsure there is a water or an ABC/CO2fire extinguisher nearby.

EKeep combustible materials away from the work area.

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Question: 2

What are the features of using iCloud as a backup method for an iOS device?

AAlways encrypts backups.

BBackups can be encrypted or un-encrypted.

COffers up to 200 TB of storage.

DThe customer can make backups over cellular networks.

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Question: 3

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

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

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

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

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

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Question: 4

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

AMaps

BGame Center

CSiri

DSplit View

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Question: 5

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.''

ATry to find a way to say ''You're right.''

BTry to find a way to show sympathy and correct the customer.

CDescribe how the customer is incorrect about the specific issue.

DPropose an approach that refocuses the discussion.

EStay calm.

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Apple SVC-19A Quiz:2 Topic:1 Questions:6-10