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Free Apple SVC-19A Practice Exam with Questions & Answers

Questions 1

Select the statement that appropriately sets customer expectations when fixing an issue.

Options:
A.

"Repairing this component is easy. We never fail to do it in less than four hours."

B.

"I promise to have the product ready by midday tomorrow."

C.

"We currently do not have that part in stock. I can call you as soon as the part arrives."

D.

"Our courier always delivers on time."

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Questions 2

Please refer to the following information to answer the questions on the right.

Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the issues to Baron.

Which of the following skills would help Baron verify that he understood the issue that Lucille described?

Options:
A.

Evaluating

B.

Imitating

C.

Listening

D.

Reflecting

Questions 3

How do you access Control Center from the home screen on an iPhone 8?

Options:
A.

Swipe from left to right.

B.

Swipe up from the bottom of the screen.

C.

Swipe from right to left.

D.

Swipe down from the top of the screen.

Questions 4

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

Options:
A.

Maps

B.

Game Center

C.

Siri

D.

Split View

Questions 5

Diego is servicing an embedded battery and it begins to swell. Which of the following is the proper response by Diego?

Options:
A.

Immediately pour sand on the battery to cover it completely.

B.

Evacuate the room for fifteen minutes.

C.

Remove the swelling battery and move it to a fire-proof safety cabinet.

D.

Wait to see if the battery stops swelling or continues to thermal event.

Questions 6

Which of the following is a valid ESD safety precaution?

Options:
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.

Questions 7

Drag the customer statement to its ideal response.

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

SVC-19A Question 7

Options:
Questions 8

Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose two.)

Options:
A.

Clean ESD mats regularly.

B.

Apply a display protective cover on top of physically damaged displays.

C.

Avoid synthetic materials into the work area.

D.

Use a battery cover whenever the case is removed from the device.

E.

Discard used screws.

Questions 9

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.)

Options:
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?”

Questions 10

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.)

Options:
A.

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

B.

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

C.

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

D.

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.

E.

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

Exam Code: SVC-19A
Certification Provider: Apple
Exam Name: Apple Service Fundamentals Exam
Last Update: Jul 19, 2025
Questions: 70

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