← Back to exam page

SVC-19A – Apple Service Fundamentals Exam

Loading demo links...

Showing 4–6 of 10 questions

Question 4

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.

Rachel notes that the battery cell on the MacBook Pro has expanded.

Given the age of the MacBook Pro, she believes the battery has few charge cycles left.

What are two safety precautions that Rachel should take when the battery has an expanded enclosure? (Choose two.)

Select all that apply, then click Submit answer.

  • ○

    The expanded battery should be separated from the top case and placed in the fire-proof safety cabinet for a minimum of two hours.
  • ○

    Rachel should ensure that she is wearing cut-resistant gloves.
  • ○

    Rachel should be careful not to puncture, crush, or attempt to flatten the expanded battery cell or enclosure.
  • ○

    If the cell appears to be suddenly and actively swelling in real time, Rachel should respond as if the battery is experiencing a thermal runaway event.
  • ○

    The battery presents a safety concern because of the hazardous gas trapped inside the expanded enclosure.
Question 5

Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

Select all that apply, then click Submit answer.

  • ○

    "Calm down. You are being ridiculous."
  • ○

    "These devices are expensive, I cannot change that."
  • ○

    "Please control yourself. That is not how it works."
  • ○

    "I’m sorry to hear that."
  • ○

    "I can understand why you are upset."
  • ○

    "It is not possible to repair it by Monday."
  • ○

    "You are right. I would be frustrated as well."
Question 6

Elizabeth would rather not answer phone calls using her iMac. Where in macOS can Elizabeth turn off iPhone Cellular Calls?

Select an option, then click Submit answer.

  • ○

    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.