Question No. 1

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.)

ASleep/Wake button

BFaulty video board

CThird-party software

DUser-installed data such as images or documents

EThe operating system

FDamaged display

GUser installed parts

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Correct Answer: C, D, E

Question No. 2

From the following, select the best description of cosmetic condition that would be included in good case notes.

ACase is dented like it was dropped

BBadly dinged in addition to crack

CSignificant dent in lower right corner suggests impact

DBig ding; probably dropped or thrown

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Correct Answer: C

Question No. 3

Wendell explains that his iPhone X is dropping calls. Which of the following is an open question that would best help you further evaluate the issue with Wendell?

AHow is the rest of your experience with the iPhone, aside from the dropped calls?

BDo you find that you are driving in a car when these dropped calls occur?

CAre you in an elevator or a parking garage when the iPhone drops the calls?

DCould you please tell me about the situations when your iPhone drops calls?

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Correct Answer: D

Question No. 4

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?

ADid you try to plug in the power adapter to a different wall socket in your home?

BDo you have the same issue when charging with the power adapter that came with your iPad Pro?

CHave you tried charging with a different USB to Lightning cable?

DAre you aware of any other ways you can charge an iPad Pro, like using a computer?

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Correct Answer: C

Question No. 5

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?

AEducational opportunity

BUser Data

CEnvironmental

DSoftware

Show Answer

Correct Answer: D

Apple SVC-19A Exam Actual Questions

The questions for SVC-19A were last updated on Sep 30, 2024.

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