SVC-19A無料問題集「Apple Service Fundamentals」

質問 1

Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.
Based on the information Debra gave you and what you have observed, what is a logical question to ask next?

（A）Do you have the same issue when charging with the power adapter that came with your iPad Pro?

（B）Did you try to plug in the power adapter to a different wall socket in your home?

（C）Have you tried charging with a different USB to Lightning cable?

（D）Are you aware of any other ways you can charge an iPad Pro, like using a computer?

正解：C 解答を投票する

質問 2

Which of the following expresses empathy rather than sympathy?

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

（B）I feel so sorry for you. I bet you feel disappointed.

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

（D）Poor you! You must feel awful.

正解：C 解答を投票する

質問 3

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）"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?"

（B）"Is this really the same issue? Might it be a different issue?"

（C）"l can prove to you exactly how you are wrong about this issue."

（D）"Calm down!"

（E）"Are you sure your children didn't do something to it?"

（F）"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."

正解：A、D 解答を投票する

質問 4

Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.
Based on the information Debra provided, in which problem space does this issue fit?

（A）Educational opportunity

（B）Software

（C）Environmental

（D）User Data

正解：B 解答を投票する

質問 5

What requirements are needed for iCloud to automatically back up an iOS device each day? (Choose two.)

（A）The device is updated to latest iOS.

（B）The device has two-factor authentication turned on.

（C）The device is powered off.

（D）The device is connected to a power source.

（E）The device's screen is locked.

正解：D、E 解答を投票する

質問 6

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

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

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

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

（D）Updating your software is extremely easy, why haven't you done so?

正解：A 解答を投票する

質問 7

What should be used to properly clean and restore an ESD mat?

（A）Any solvent based cleaner

（B）A cleaner that is specifically designed for ESD mats

（C）Distilled or bottled water

（D）Lint-free cloth

正解：D 解答を投票する

SVC-19A 無料問題集「Apple Service Fundamentals」

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