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Free Apple SVC-19A Practice Exam with Questions & Answers | Set: 2

Questions 11

Select the best response to the following customer statement:

“My iPhone sparked when I tried to sync it.”

Options:
A.

Sounds like you have a damaged sync cable. If the cable is damaged sparking can happen.

B.

I want to make sure we get a complete history of this issue. May I ask some specific troubleshooting questions?

C.

Are you sure you know how to sync an iPhone to a computer properly?

D.

All electronics can make sparks, you must be experiencing static electricity.

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Questions 12

Which of the following is an important factor when beginning to troubleshoot a customer issue?

Options:
A.

Gaining agreement on the issue to be resolved.

B.

Assume that the customer does not know how to use the product.

C.

Providing solutions in the shortest amount of time.

D.

Promoting new products.

Questions 13

You suspect that the issue Darla describes is a result of how she is using her iPhone. Which of the following is an empathetic and supportive closed question to ask?

Options:
A.

Why didn’t you review the iPhone User Guide before you tried to use your phone?

B.

Do you realize how you are using the iPhone is causing your issue?

C.

That is not the correct way of using the iPhone; do you need a demonstration?

D.

Do you mind if I show you a couple of ways I learned to use the iPhone?

Questions 14

Drag the statement to its corresponding customer experience skill.

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

SVC-19A Question 14

Options:
Questions 15

Which of the following expresses empathy rather than sympathy?

Options:
A.

I feel so sorry for you. I bet you feel disappointed.

B.

Poor you! You must feel awful.

C.

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

D.

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

Questions 16

Which of the following types of data are backed up to iCloud? (Choose two.)

Options:
A.

Touch ID Settings

B.

Device Settings

C.

Messages

D.

Apple Pay information and settings

E.

iCloud Music Library

Questions 17

Tony would like to create a new Apple ID to use with iTunes. It is his preference not to give his credit card information.

Which of the following is the correct statement about his situation?

Options:
A.

Tony will have to purchase an iTunes gift card before he can setup his Apple ID.

B.

Tony will have to use a bank account and routing number to setup his Apple ID.

C.

Tony can create an Apple ID in iTunes without a credit card or other payment method.

D.

Tony will not be able to use an Apple ID with iTunes unless he is willing to give credit card information.

Questions 18

Examine the image.

SVC-19A Question 18

Which feature in macOS is opened by clicking on this dock icon?

Options:
A.

System Preferences

B.

Launchpad

C.

Finder

D.

Spotlight

Questions 19

If Michel accidentally drops a replacement top case assembly with battery for a MacBook Pro (Retina, 15-inch, Mid 2015), what steps should he take before continuing with the repair?

Options:
A.

Visually inspect the top case assembly with battery for damage and let it sit on the workbench for 2 hours to observe if any events occur. If none occurs, continue the repair with that service part.

B.

Visually inspect the top case assembly with battery that fell to the floor and replace it with a new service part if the damage exceeds the damage thresholds.

C.

Dispose of the top case assembly with battery that fell to the floor and use an undamaged service part instead.

D.

Continue using the top case assembly with battery that fell to the floor if there are no signs of damage.

Questions 20

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?

Options:
A.

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

B.

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

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?

Exam Code: SVC-19A
Certification Provider: Apple
Exam Name: Apple Service Fundamentals Exam
Last Update: Jul 15, 2025
Questions: 70

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