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SVC-19A Questions and Answers

Question # 6

You are in the process of isolating a customer issue and have ruled out an environmental or educational cause. You suspect the issue is with the device.

If the issue is with the device software, which of the following are possible causes? (Choose three.)

A.

Sleep/Wake button

B.

Faulty video board

C.

Third-party software

D.

User-installed data such as images or documents

E.

The operating system

F.

Damaged display

G.

User installed parts

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Question # 7

Elizabeth would rather not answer phone calls using her iMac. Where in macOS can Elizabeth turn off iPhone Cellular Calls?

A.

Turn off iPhone Cellular Calls in iCloud preferences.

B.

Turn off iPhone Cellular Calls in System Preferences.

C.

Turn off iPhone Cellular Calls in FaceTime preferences.

D.

Turn off iPhone Cellular Calls in Messages preferences.

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Question # 8

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."

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Question # 9

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.

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Question # 10

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

A.

Touch ID Settings

B.

Device Settings

C.

Messages

D.

Apple Pay information and settings

E.

iCloud Music Library

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