Apple Certification
Quick Checks - ANSQuick exams are step one to resolving issues.
Each symptom chart has a brief take a look at section to manual you through the manner.
What is GSX? - ANSGlobal Service Exchange. Basically the HQ, together with creating upkeep,
ordering service stock, technical and operational techniques, studying repair history, etc.
Which part of a Service Guide affords an image of all elements and their descriptions? -
ANSExploded View
Which of the subsequent strategies are endorsed for locating the Service Guide for a selected
product? (Two Answers) - ANSSearch in GSX for "Whole Service Guide Catalog & Search in
GSX the usage of the product serial variety
What does each Service Guide include? - ANSTable of Contents, provides hyperlinks to person
sections of the Service Guide
Which of the following tactics are Quick Checks? (Give two Answers) - ANSRestarting the Mac
or iOS product & Checking for software updates
Are Deep Dive approaches generally executed earlier than checking in the product? - ANSNo,
they're not
Service Guide - ANSA specific little by little guide that will help you repair a Apple Device
What are the Basics in a Table of Contents of a Service Guide? - ANSProvides a top level view
of the product, serial number locations, and safety guidelines. The Basics sections will all be
special relying on what device you're repairing
What is within the Troubleshooting Section? - ANSGuide to decide guarantee insurance (iOS
and Mac)
Micro-Inspection technique to determine modifications (iOS)
Common software troubleshooting approaches (iOS)
General Troubleshooting, such as troubleshooting principle (Mac)
Quick Check Procedures, together with resetting NVRAM and SMC (Mac)
Recovering a Lost Firmware Password (Mac)
Symptom Chart - ANSIsolate not likely causes, Apply Quick Checks, Follow the Deep Dive glide
charts
,Deep Dive - ANSThis glide chart courses you via systematic troubleshooting steps to find the
problem and corrective actions to take. The actions the technician performs are primarily based
at the YES or NO answer to the questions. These steps are commonly taken once the tool has
been checked-in
Take Apart - ANSThe Take Apart section is prepared by means of part, starting with the external
housing and operating towards the good judgment board and different inner parts. It gives you
the procedure of the way to take apart your device you're looking to restoration
First Steps - ANSThese are the stuff you want to do before the restore process has already
started out.
Tools - ANSThe gear section of the Take Apart lists the equipment required for the unique
restore for the repair you're doing
Steps for Removal & Reassembly - ANSRemoving a component, follow the removal steps listing
in order. Reassembly Steps might not always be provided. In such instances, the
recommendation is to comply with the removal procedure in reverse order. Follow them
carefully!!
Views - ANSThe Views section is designed to help you become aware of elements, screws, and
the bodily place of those components in a selected product. Most service publications include
an exploded view of all parts and a Screw Chart with screw pictures and locations
Key Points (Introduction to Service Guides) - ANSAlways use the modern-day Service Guide
while servicing a given device
The Quick Check and Deep Dive sections assist technicians troubleshoot devices successfully
and as it should be
Be positive to comply with the First Steps segment before trying to complete the repair in query
How to Identify a iPhone, iPad, Apple Watch - ANSWhile every version of the iPhone, iPad, and
Apple Watch has precise functions due to these small capabilities. Apple has a spread of
different gear to be had that will help you determine which device you're troubleshooting.
Support References for iPhones, iPads, & Apple Watches - ANSCompare iPhone, iPad, & Apple
Watch Models is a public useful resource on apple.Com that details the differences between all
cutting-edge models of iPhone, inclusive of finish colorings, potential, and dimensions in
addition to other device-specific statistics.
Comparing iPhone, iPad, & Apple Watch Models - ANSEach iPhone, iPad, & Apple Watch
Service Guides consists of a piece of writing titled 'Overview'. It contains a Features phase that
suggests pix of the phone and the controls and ports. The iPhone, iPad, & Apple Watch Sevice
Guides additionally consist of a link to the VMI (Visual/Mechanical Inspection) Guide which also
allows identify the iPhone, iPad, & Apple Watch. All iPhone, iPad, & Apple Watch fashions have
,a unique configuration code (the last four characters of the serial variety) this is precise to every
version kind, colour, and capability. The configuration codes are indexed within 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 at the iPhone, iPad, & Apple Watches - ANSiPhone (In
Settings>General>About) iPad (Same factor as an iPhone) Apple Watch (The backside of the
Apple watch in which the optical heart sensor is or at the band spot)
Key Points in iOS Fundamentals - ANSSome Phone call features on the iPhone behave
otherwise on GSM and CDMA networks.
FaceTime and Messages encompass masses of functions and benefits. Study them to teach the
consumer and troubleshoot troubles
Wallet & Apple pay capabilities are local. Check to see wherein your client wants to use those
functions
Personal Hotspot requires a supported service plan
You need to be familiar with iOS settings to help educate the patron and troubleshoot problems
Why is RASA important to communicating with talking approximately a trouble with a consumer?
- ANSSo they understand they're being heard, understood, acquire their statistics, after which
summarize what they said so they recognize they have been heard and understood
Key Points of Asking Questions - ANSPosition your query, ask permission to ask it and probe
with courtesy for the fine records
Use open inquiries to encourage clients to reply freely
Use closed inquiries to gain specific statistics
Use reflecting capabilities to test your expertise of the client's responses
What is a open probe query? - ANSIt permits the character answering the question to freely
answer and overtly describe
What is a closed probe question? - ANSIt is mostly a sure or absolute confidence that allows
successfully with the trouble
Key Points on Interpersonal Skills - ANSBefore you even talk with your client, you are already
communicating nonverbally
You can trade the connotation (that means) of a phrase or word relying at the tone or pitch of
your voice
You get handiest one risk to make a primary impression the use of a Warm Welcome
A Fond Farewell involves ensuring that your consumer's issue is resolved. Invite them to go
back for other offerings, and provide possession opportunities whilst appropriate
When imparting customer support over the smartphone, keep in mind of things like pacing, now
not interrupting, recapping, and having a "smile" for your voice
, During mobile tool activation, what takes place after the wi-fi provider authorizes the device for
use on its personal network? - ANSApple sends an activation sign to iPhone
Richard changed into in the center of updating his iPhone eight to iOS 11 while he found out he
did now not have time to finish the system earlier than he needed to attend a meeting. What
propose might you deliver Richard? - ANSYou can press the Home button and restart the Setup
Assistant whilst it's far extra handy
Yvonne asks approximately the benefits of the use of an unlocked iPhone. Which of the
following would correctly give an explanation for unlocked gadgets? - ANSUnlocked gadgets
can prompt on any service's community
After an iPhone connects to the Internet and sends the activation credentials to Apple, what
occurs next at some stage in cellular device activation? - ANSApple verifies the device and
checks that the SIM card is well suited with the activation coverage that is assigned on the
Activation Server
What is step one in helping a client perform a certified liberate in their iPhone? - ANSContact
the authorized wi-fi service
Taylan's iPhone indicates, "There is not any SIM card mounted." What might you do to clear up
this alert? (Two Answers) - ANSRestart the iPhone & Replace the SIM card with a non-cut SIM
card
Deanne is using her iPad Pro, that is already running iOS 11, to setup her iPhone X. She turned
at the iPhone X, positioned it close to her iPad Pro and entered her Apple ID, when brought on.
What must she be looking ahead to to retain the setup. - ANSAn animation have to seem at the
iPhone X
Gerald's iPhone can not be activated because an alert says the activation server is unavailable.
Gerald's iPhone does now not use a SIM card. Which of the following would be a terrific step to
strive, first, with Gerald? - ANSGo to Apple's machine repute web page and verify that iOS
Device Activation is green. If now not, try to spark off the iPhone later
Under which situations would it not be vital to apply a Personal Unlock Key (PUK)? - ANSIf the
consumer fails to enter the suitable SIM PIN within 3 tries and the SIM card locks
Key Points in iOS Activation & Setup - ANSCustomers may additionally want to free up their
iPhone to be able to choose a one-of-a-kind carrier
Some legal wireless vendors provide a manner to release telephones so clients can use them
with other vendors
If you cannot continue beyond the activation display screen at some point of the Setup
Assistant, it might be not a hardware issue
