SVC-19A 試験問題を無料オンラインアクセス

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

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

Which of the following gestures should be avoided when welcoming a customer? (Choose two.)

• A.Making eye contact
• B.Fidgeting
• C.Opening hands
• D.Standing straight
• E.Folding arms

Please refer to the following information to answer the questions on the right.
Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the issues to Baron.
Which action should Baron avoid while listening to Lucille?

• A.Smiling
• B.Focusing on the customer
• C.Interrupting
• D.Recording notes

Select the statement that appropriately sets customer expectations when fixing an issue.

• A."Our courier always delivers on time."
• B."I promise to have the product ready by midday tomorrow."
• C."Repairing this component is easy. We never fail to do it in less than four hours."
• D."We currently do not have that part in stock. I can call you as soon as the part arrives."

Please refer to the following information to answer the questions on the right.
Rachel is starting a repair on a three-year-old MacBook Pro.
After opening the device, she takes some time to visually inspect the top case assembly with battery.
Rachel notes that the battery cell on the MacBook Pro has expanded.
Given the age of the MacBook Pro, she believes the battery has few charge cycles left.
What are two safety precautions that Rachel should take when the battery has an expanded enclosure? (Choose two.)

• A.The expanded battery should be separated from the top case and placed in the fire-proof safety cabinet for a minimum of two hours.
• B.If the cell appears to be suddenly and actively swelling in real time, Rachel should respond as if the battery is experiencing a thermal runaway event.
• C.Rachel should be careful not to puncture, crush, or attempt to flatten the expanded battery cell or enclosure.
• D.Rachel should ensure that she is wearing cut-resistant gloves.
• E.The battery presents a safety concern because of the hazardous gas trapped inside the expanded enclosure.