Exam (elaborations)
APPLE CERTIFICATION QUESTIONS AND ANSWERS
- Course
- Institution
APPLE CERTIFICATION QUESTIONS AND ANSWERS
[Show more]
Content preview
APPLE CERTIFICATION QUESTIONS AND ANSWERSQuick Checks - Answers -Quick checks are the first step to resolving issues.
Each symptom chart has a quick check section to guide you through the process.
What is GSX? - Answers -Global Service Exchange. Basically the HQ, such as creating
repairs, ordering service inventory, technical and operational procedures, researching
repair history, etc.
Which part of a Service Guide provides an image of all parts and their descriptions? -
Answers -Exploded View
Which two of the following methods are recommended for locating the Service Guide for
a particular product? (Two Answers) - Answers -Search in GSX for "Whole Service
Guide Catalog & Search in GSX using the product serial number
What does each Service Guide contain? - Answers -Table of Contents, provides links to
individual sections of the Service Guide
Which two of the following procedures are Quick Checks? (Give two Answers) -
Answers -Restarting the Mac or iOS product & Checking for software updates
Are Deep Dive procedures normally performed before checking in the product? -
Answers -No, they are not
Service Guide - Answers -A unique step by step guide to help you fix a Apple Device
What are the Basics in a Table of Contents of a Service Guide? - Answers -Provides an
overview of the product, serial number locations, and safety guidelines. The Basics
sections will all be different depending on what device you are repairing
First Steps - Answers -These are the things you need to do before the repair procedure
has already started.
Tools - Answers -The tools section of the Take Apart lists the tools required for the
specific repair for the repair you are doing
Steps for Removal & Reassembly - Answers -Removing a part, follow the removal steps
list in order. Reassembly Steps might not always be provided. In such cases, the
recommendation is to follow the removal procedure in reverse order. Follow them
closely!!
Views - Answers -The Views section is designed to help you identify parts, screws, and
the physical location of these components in a specific product. Most service guides
include an exploded view of all parts and a Screw Chart with screw images and
locations
,Key Points (Introduction to Service Guides) - Answers -Always use the latest Service
Guide when servicing a given device
The Quick Check and Deep Dive sections help technicians troubleshoot devices
efficiently and accurately
Be sure to follow the First Steps section before attempting to complete the repair in
question
What is in the Troubleshooting Section? - Answers -Guide to determine warranty
coverage (iOS and Mac)
Micro-Inspection procedure to determine modifications (iOS)
Common software troubleshooting procedures (iOS)
General Troubleshooting, including troubleshooting theory (Mac)
Quick Check Procedures, including resetting NVRAM and SMC (Mac)
Recovering a Lost Firmware Password (Mac)
Symptom Chart - Answers -Isolate unlikely causes, Apply Quick Checks, Follow the
Deep Dive flow charts
Deep Dive - Answers -This flow chart guides you through systematic troubleshooting
steps to find the issue and corrective actions to take. The actions the technician
performs are based on the YES or NO answer to the questions. These steps are usually
taken once the device has been checked-in
Take Apart - Answers -The Take Apart section is organized by part, starting with the
external housing and working towards the logic board and other internal parts. It gives
you the process of how to take apart your device you are wanting to fix
How to Identify a iPhone, iPad, Apple Watch - Answers -While each model of the
iPhone, iPad, and Apple Watch has unique features because of these small features.
Apple has a variety of different tools available to help you determine which device you
are troubleshooting.
Support References for iPhones, iPads, & Apple Watches - Answers -Compare iPhone,
iPad, & Apple Watch Models is a public resource on apple.com that details the
differences between all current models of iPhone, such as finish colors, capacity, and
dimensions as well as other device-specific information.
Comparing iPhone, iPad, & Apple Watch Models - Answers -Each iPhone, iPad, &
Apple Watch Service Guides includes an article titled 'Overview'. It contains a Features
section that shows images of the phone and the controls and ports. The iPhone, iPad, &
Apple Watch Sevice Guides also include a link to the VMI (Visual/Mechanical
Inspection) Guide which also helps identify the iPhone, iPad, & Apple Watch. All
iPhone, iPad, & Apple Watch models have a unique configuration code (the last four
characters of the serial number) that is specific to each model type, color, and capacity.
The configuration codes are listed in the VMI Guide in the 'Model Numbers and
,Configuration Codes' section. Access all iPhone, iPad, & Apple Watch Service and VMI
Guides in GSX.6
Serial Number Locations on the iPhone, iPad, & Apple Watches - Answers -iPhone (In
Settings>General>About) iPad (Same thing as an iPhone) Apple Watch (The bottom of
the Apple watch where the optical heart sensor is or at the band spot)
Key Points in iOS Fundamentals - Answers -Some Phone call features on the iPhone
behave differently on GSM and CDMA networks.
FaceTime and Messages include lots of features and benefits. Study them to educate
the customer and troubleshoot issues
Wallet & Apple pay features are regional. Check to see where your customer wants to
use these features
Personal Hotspot requires a supported carrier plan
You must be familiar with iOS settings to help educate the customer and troubleshoot
issues
Why is RASA important to communicating with talking about a problem with a
customer? - Answers -So they know they are being heard, understood, receive their
information, and then summarize what they said so they know they were heard and
understood
Key Points of Asking Questions - Answers -Position your question, ask permission to
ask it and probe politely for the best information
Use open questions to encourage customers to respond freely
Use closed questions to gain specific information
Use reflecting skills to check your understanding of the customer's responses
What is a open probe question? - Answers -It allows the person answering the question
to freely answer and openly describe
What is a closed probe question? - Answers -It is usually a yes or no question that helps
efficiently with the problem
Key Points on Interpersonal Skills - Answers -Before you even speak with your
customer, you are already communicating nonverbally
You can change the connotation (meaning) of a word or phrase depending on the tone
or pitch of your voice
You get only one chance to make a first impression using a Warm Welcome
A Fond Farewell involves making sure that your customer's issue is resolved. Invite
them to return for other services, and offer ownership opportunities when appropriate
When providing customer service over the phone, be mindful of such things as pacing,
not interrupting, recapping, and having a "smile" in your voice
, During cellular device activation, what happens after the wireless carrier authorizes the
device for use on its own network? - Answers -Apple sends an activation signal to
iPhone
Richard was in the middle of updating his iPhone 8 to iOS 11 when he realized he did
not have time to complete the process before he needed to attend a meeting. What
advise would you give Richard? - Answers -You can press the Home button and restart
the Setup Assistant when it is more convenient
Yvonne asks about the advantages of using an unlocked iPhone. Which of the following
would accurately explain unlocked devices? - Answers -Unlocked devices can activate
on any carrier's network
After an iPhone connects to the Internet and sends the activation credentials to Apple,
what happens next during cellular device activation? - Answers -Apple verifies the
device and checks that the SIM card is compatible with the activation policy that is
assigned on the Activation Server
What is the first step in helping a customer perform an authorized unlock of their
iPhone? - Answers -Contact the authorized wireless carrier
Taylan's iPhone shows, "There is no SIM card installed." What might you do to resolve
this alert? (Two Answers) - Answers -Restart the iPhone & Replace the SIM card with a
non-cut SIM card
Deanne is using her iPad Pro, which is already running iOS 11, to setup her iPhone X.
She turned on the iPhone X, placed it near her iPad Pro and entered her Apple ID,
when prompted. What should she be waiting for to continue the setup. - Answers -An
animation should appear on the iPhone X
Gerald's iPhone cannot be activated because an alert says the activation server is
unavailable. Gerald's iPhone does not use a SIM card. Which of the following would be
a good step to try, first, with Gerald? - Answers -Go to Apple's system status page and
verify that iOS Device Activation is green. If not, try to activate the iPhone later
Under which conditions would it be necessary to use a Personal Unlock Key (PUK)? -
Answers -If the customer fails to enter the correct SIM PIN within three attempts and the
SIM card locks
Key Points in iOS Activation & Setup - Answers -Customers may want to unlock their
iPhone so they can choose a different carrier
Some authorized wireless carriers offer a way to unlock phones so customers can use
them with other carriers
If you cannot proceed past the activation screen during the Setup Assistant, it is
probably not a hardware issue
Check for iOS software updates and carrier settings updates to resolve activation issues
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller GEEKA. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $13.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
82191 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now