Apple Certification exam study guide fully solved & verified for accuracy 2024

Quick Checks 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? 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? Exploded View Which two of the following methods are recommended for locating the Service Guide for a particular product? (Two Answers) Search in GSX for "Whole Service Guide Catalog & Search in GSX using the product serial number What does each Service Guide contain? Table of Contents, provides links to individual sections of the Service Guide Which two of the following procedures are Quick Checks? (Give two Answers) Restarting the Mac or iOS product & Checking for software updates Are Deep Dive procedures normally performed before checking in the product? No, they are not Service Guide 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? 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 What is in the Troubleshooting Section? 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 Isolate unlikely causes, Apply Quick Checks, Follow the Deep Dive flow charts Deep Dive 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 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 First Steps These are the things you need to do before the repair procedure has already started. Tools 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 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 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) 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 How to Identify a iPhone, iPad, Apple Watch 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 Compare iPhone, iPad, & Apple Watch Models is a public resource on 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 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 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 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? 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 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? It allows the person answering the question to freely answer and openly describe What is a closed probe question? It is usually a yes or no question that helps efficiently with the problem Key Points on Interpersonal Skills 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? 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? 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? Unlocked devices can activate on any carrier's network