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SVC-19A Apple Service Fundamentals Exam Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Apple SVC-19A Apple Service Fundamentals Exam certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 70 questions

Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)

A.

If necessary, describe how the specific behavior affects the conversation.

B.

Be sure to point out specific examples of where the customer is wrong about the issue.

C.

Try to find a way to say, “You are right” to endorse the customer.

D.

Repeat whatever the customer says.

E.

Speak loudly and clearly to make sure the customer knows you are in charge.

Laura is performing a visual inspection of an embedded battery. What kinds of cosmetic issues should she look for? (Choose two.)

A.

UPC Code

B.

Apple product serial number

C.

IATA complice label

D.

Scratches

E.

QR Code

F.

Apple logo

G.

Dents or dot imprints

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

A.

Any solvent based cleaner

B.

Distilled or bottled water

C.

Lint-free cloth

D.

A cleaner that is specifically designed for ESD mats

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

A.

"Calm down. You are being ridiculous."

B.

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

C.

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

D.

"I’m sorry to hear that."

E.

"I can understand why you are upset."

F.

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

G.

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

April states she would like to use the cellular network from her iPhone to access the Internet for free on her Mac. What true statement can you give April?

A.

"Personal Hotspot can come with additional charges. You should contact your carrier."

B.

"You must enable Personal Hotspot on your iPhone before the feature can work for free."

C.

"Personal Hotspot only works on CDMA networks."

D.

"Personal Hotspot is a great way to access the Internet for free!"

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

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.

Which of the following expresses empathy rather than sympathy?

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

Examine the image.

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

A.

System Preferences

B.

Launchpad

C.

Finder

D.

Spotlight

Lew is not certain that his Apple ID is working correctly in macOS. Which of the following methods would allow Lew to verify that he is using his correct Apple ID in macOS?

A.

Open System Preferences, click iCloud, and verify that the account is signed in.

B.

Click the Apple menu, select Apple ID, and ensure that Lew’s Apple ID is listed.

C.

Open the Apple ID pane in System Preferences.

D.

Go to the My Apple ID page (appleid.apple.com) and verify the account is signed in.

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.

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?

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

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."

Which of the following iPhones support using Memoji?

A.

iPhone X

B.

iPhone 7

C.

iPhone 8

D.

iPhone 6s

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.

User Data

C.

Environmental

D.

Software

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?

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?

After iCloud Backup has been turned on, iCloud can automatically back up the iOS device each day over Wi-Fi.

Which of the following criteria must be met before these daily backups can be made automatically?

A.

iTunes is open on the host computer.

B.

The iOS device is plugged into the host computer via USB.

C.

The iOS device is in Airplane Mode.

D.

The iOS device is connected to a power source.

Which of the following is an ESD precaution according to Apple standards?

A.

Safety apron made of synthetic fibers should be worn.

B.

The relative humidity in a work area should be lower than 50 percent.

C.

An ionized air generator can be used instead of grounding a work area.

D.

A person working on an ESD-sensitive circuit should not be touched.

Jonesy has an Apple Watch and recently purchased an iPhone XR. He would like to use the Apple watch and the data on the old iPhone with the iPhone XR. Place the following steps in the correct order to accomplish his goal.

Use the arrow buttons to move the steps from the column on the left to the area on the right and arrange the order.

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.

During an embedded battery inspection which of the following issues should Rachel look for? (Choose two.)

A.

Updated battery firmware

B.

Dot imprints

C.

Battery is the correct color

D.

Scratches

E.

Battery-compliance shipping label

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

A.

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

B.

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

C.

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

D.

Updating your software is extremely easy, why haven’t you done so?

Which of the following is an ESD precaution that must be taken when working with Apple devices?

A.

Use polyester foam mats to ground the workbench.

B.

Do not place internal components on metal surfaces.

C.

Pick up circuit boards using their connectors.

D.

When handling internal components, wear synthetic materials.

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Total 70 questions
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