Online Access Free SVC-19A Exam Questions

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.User-installed data such as images or documents
• B.User installed parts
• C.Sleep/Wake button
• D.The operating system
• E.Third-party software
• F.Damaged display
• G.Faulty video board

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

• A.Discard used screws.
• B.Clean ESD mats regularly.
• C.Avoid synthetic materials into the work area.
• D.Use a battery cover whenever the case is removed from the device.
• E.Apply a display protective cover on top of physically damaged displays.

Which of the following statements is true about an actively swelling embedded battery?

• A.Actively swelling batteries are likely caused by large amounts of liquid inside the batteries.
• B.Actively swelling batteries are more likely to rupture and release gasses.
• C.Actively swelling batteries are not considered a safety concern.
• D.Actively swelling batteries are unlikely to lead to thermal runaway.

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

• A.Try to find a way to say, "You are right" to endorse the customer.
• B.Be sure to point out specific examples of where the customer is wrong about the issue.
• C.Repeat whatever the customer says.
• D.Speak loudly and clearly to make sure the customer knows you are in charge.
• E.If necessary, describe how the specific behavior affects the conversation.

Which of the following customer statements would alert you to a safety issue? (Choose two.)

• A.The screen is too bright. It hurts my eyes.
• B.My new Apple Watch makes me itchy and my wrist is red and irritated.
• C.The corner of my iPad is badly bent.
• D.The home button on my iPhone seems to have sunk.
• E.My iPhone flashed and sparked when I tried to charge it.
• F.My iPhone has fluctuating sound levels. Sometimes it is deafening.