Apple Service Fundamentals Exam

A term that should be avoided when dealing with empathetic situations is ...?

"I know how you feel..."

The best pacing of voice when dealing with phone customers is ?

140 wpm

Three steps for using empathy in a conflict.

Acknowledge Align Assure

There are three steps involved in being empathetic, which are?

Acknowledge or recognize the others point of view. Align with the party to let them know you are on their side. Assure the person that you are interested in solving their concern.

Vidhi is new to iOS and sees this icon in iMessage. Which of the following features are part of Digital Touch on iOS? (SELECT THREE) You can send your location. Add a sketch to a photo or video. You can send a Fireball. You can send Emoji. You can send our contact info. You can send a heartbeat. You can send your fingerprint

Add a sketch to a photo or video. You can send a Fireball. You can send a heartbeat.

The key to good service positioning is ?

Always try to provide a way forward for the customer.

When you drag an item to the Dock, what is actually in the Dock? The item An alias of the item A copy of the item The image of the item

An alias of the item

An open probe encourages what?

An open probe encourages the customer to speak freely, a closed probe limits the responses to yes, no, or a specific response

When apologizing to a customer you should never ?

Apologize for the business, or your manager.

Where in macOS can you find the serial number for a Mac computer? Apple Menu Finder Menu View Menu Go Menu

Apple Menu

How can you access System Preferences in macOS? (SELECT TWO) File Menu Apple Menu Dock Help Menu Go Menu

Apple Menu Dock

Neil would like to set up gestures on his iMac and Mouse. Where would he go to set up and customize these features? Apple menu > System Preferences, then click Mouse Apple menu > System Preferences, then click Track Pad Apple menu > System Preferences, then click Bluetooth Apple menu > System Preferences, click General, then click Mouse.

Apple menu > System Preferences, then click Track Pad

In what ways can apps in macOS use notifications? (SELECT THREE) Badges SMS verifications Pop-up windows Sounds Alerts Emails iCloud messages

Badges Sounds Alerts

Two key aspects of partnering with the customer are?

Be completely honest Set Realistic goals

The Bluetooth menu bar icon in the upper-right of the display in macOS Sierra looks like the image above. What does this indicate? Bluetooth is off. Bluetooth is unavailable. Bluetooth is on, but no devices are connected to the Mac. Bluetooth is on and at least one wireless device is connected.

Bluetooth is on and at least one wireless device is connected.

Pascale sees only new messages that arrive on her iPhone but she does not see messages she has previously read. If she uses Mail for Mac, she can see both unread and read messages in her inbox. Which step can you take next? Check to see if Wi-Fi is turned off. Remove her email account and add it again. Make sure Firewall is turned off. Check to ensure Filtering is turned off

Check to ensure Filtering is turned off

When using Mail on Mac in Full Screen Mode, composing a message, how do you see the inbox without sending the draft? Click the Show/Hide button in the top right corner of the message. Click anywhere in the viewer, outside of the message, to see the inbox. Double-click the tool bar of the message. View > Show Inbox

Click anywhere in the viewer, outside of the message, to see the inbox.

Louis has an Apple Keyboard and a Magic Mouse. Select the ways he can open Mission Control. (SELECT THREE) Press the Mission Control key on his Apple Keyboard. Press Option-Command-M on his Apple Keyboard. Click on the Mission Control icon in Launchpad. Select Mission Control from the Apple Menu. Select Mission Control from the Go Menu. Double-tap the surface of the Magic Mouse with two fingers.

Click on the Mission Control icon in Launchpad. Double-tap the surface of the Magic Mouse with two fingers. Press the Mission Control key on his Apple Keyboard.

To show the location of a file on your Mac when using Spotlight search , choose the file from the Spotlight search results list, then press and hold _____________. The file's location appears at the bottom of the preview. To open the file's location, press _____________.

Command Command-R

What key command finds the next occurence of an item previously found?

Command -G

What is the Mac equivalent to Control-Alt-Delete on a Windows computer?

Command-Option-Escape (Esc)

What keyboard command can you use to open Spotlight? Control-Shift Option-Shift Command-Space Tab-Shift

Command-Space

Reasons to refuse a service request.

Device has been modified. Non-covered accidental damage no device serial number legacy device out of service term misconceptions about service coverage.

What are three things Spotlight can show results for other than searches?

Dictionary Definitions Calculations Measurement Conversions

Which settings and apps can you access in Control Center? (SELECT TWO) Safari Do Not Disturb iCloud Drive Favorites Airplane Mode

Do Not Disturb Airplane Mode

Jarrett sees this icon in the status bar of her phone . What does this icon indicate? Do Not Disturb has been enabled. An Alarm has been set. The Sleep timer has been set. Bedtime alarms have been set.

Do Not Disturb has been enabled.

How can you create an additional Space in Mission Control? Drag your cursor to the upper-right corner of the Mission Control screen and click the + sign. Option-click the Mission Control icon in the Dock. Use the Command-N-S keyboard command. Drag the Mission Control Icon from the Dock.

Drag your cursor to the upper-right corner of the Mission Control screen and click the + sign.

Nigel complains that while he was using AirPlay to see the content from his MacBook Pro on his new Apple TV last weekend, it would periodically, and quite suddenly, disconnect. What steps would you take to further evaluate and isolate the issue? Tell Nigel to restart the MacBook Pro. Explain to Nigel how to restart the Apple TV. Ask Nigel if AirPlay worked before upgrading his Mac operating system. Evaluate and isolate the issue with Nigel as you would any other Wi-Fi connectivity issue.

Evaluate and isolate the issue with Nigel as you would any other Wi-Fi connectivity issue.

Customers become disappointed when?

Expectation are not met.

Position means ?

Explaining what you want to do and why

Notes should never include ...?

Explicit or offensive language personal opinions about the customer.

True or False? POP accounts are more versatile than IMAP accounts because they allow customers to synchronize email actions across multiple devices.

False

Good words to use when building trust with a customer.

Feel felt found

Greg needs a quick way to access recently opened folders in macOS. Where in the Finder can he locate this option from the Menu Bar? Apple Menu Finder Menu View Menu Go Menu

Go Menu

Which is the correct IOS procedure for resetting the Home screen to the default arrangement, and removing any folders that have been created? Go to Settings > General > Remove Folders. Go to Settings > General > Reset > Reset Home Screen Layout. Touch an app until the applications start to jiggle, then tap the "X" in the upper right. Go to Settings > General > Reset > Reset All Settings

Go to Settings > General > Reset > Reset Home Screen Layout.

Jeremy does not see this icon on his keyboard next to the spacebar in order to switch keyboard languages. What is a likely reason why? He is not traveling abroad. He has emoji turned on. He has not enabled or installed another keyboard. He has not enabled the international settings.

He has not enabled or installed another keyboard.

Apple support.com is a resource that contains....?

How to articles Technical specs support forums downloads troubleshooting articles service repair options

The Technician should always approach repair recommendations ...?

In an agreeable, empathetic, and supportive manner.

Which of the following settings are correct for an email address ending in @iCloud.com? (SELECT TWO) Incoming Mail Server Account Type: IMAP Incoming Mail Server SSL/TLS: No Outgoing Mail Server SMTP Port: 587 Incoming Mail Server Authentication: Pin Number Outgoing Mail Server hostname: smtp.apple.com

Incoming Mail Server Account Type: IMAP Outgoing Mail Server SMTP Port: 587

What factors can change the meaning of spoken words?

Inflection Body language

GSX is an apple support site which contains ...?

Internal versions of public facing articles Standard operating procedures service guides trouble shooting charts servicing videos escalation procedures

What is a widget? It is an aliased application icon. It refers to a corrupted user account. It is a component of an application window. It is a small app

It is a small app

If your customer cannot send or receive email in macOS, use __________________ to learn more about the issue.

Mail Connection Doctor

Apple also provides an online tool called ________ ________ _______ which lists account information based on an email address lookup.

Mail Settings Lookup

Name the online tool that lists account information based on an email address lookup. Mail Settings Lookup Lookup and Setup Settings Setup

Mail Settings Lookup

Which of the following options can you select when receiving a call? (SELECT TWO) Message Forward Record Remind Me Answer on Apple Watch

Message Remind Me

Mary explains to you that she is unable to send email messages in Mail. You verify that she can neither send nor receive email messages even though she has a connection to the Internet. Which of the following are likely areas to further evaluate so that the issue can be isolated? (SELECT TWO) Wi-Fi password File Sharing port in Sharing preferences Mail filtering settings Missing or incorrect settings in the Mail preferences Possible service outage with the email service provider

Missing or incorrect settings in the Mail preferences Possible service outage with the email service provider

ames opens Mail for the first time in macOS. After selecting "Add Other Mail Account," which of the following is he prompted to provide? (SELECT THREE) Name Apple ID Email Address Wireless network name Email account password Wireless network password Internet Service Provider

Name Email Address Email account password

Does removing an item from the sidebar of a Finder window erase the item? Yes. It places the item in the trash. No, it does not. Only an alias of an item is removed.

No, it does not. Only an alias of an item is removed.

René asks why he does not see the Wi-Fi menu in the menu bar. How would you instruct René about this feature? Right-click the menu bar and select Wi-Fi from the pop-up menu. Open Network Utility from System Information and select Wi-Fi status. Wi-Fi status only appears in the menu bar if a Wi-Fi network is available. Open System Preferences, select Network, and select Show Wi-Fi status in menu bar.

Open System Preferences, select Network, and select Show Wi-Fi status in menu bar.

To access the Mail Connection Doctor utility you would ?

Open the Mail app, then choose Window > Connection Doctor from the menu bar

What key do you use in order to create and drag a copy of an item after you select it? Command Control Shift Option

Option

During setup, what type of account would you advise a customer to choose if they had custom email account settings? New Account applemail.com Other Mail Account

Other Mail Account

Name the four probing skill steps

Position Permission Probe Check for Understanding

When beginning a customer interaction its best to ...?

Prioritize the customer over the issue.

The cursor will increase in size temporarily when moved _________ This allows you to locate the cursor quickly. Rapidly Slowly

Rapidly

Customer apologies should be specific to the situation and never sound like they are ?

Rehearsed or canned.

When suggesting repairs it is key to ?

Set generous margins in terms of time and effectiveness.

How do you make changes to email settings once you have added an account to iOS? Mail > Settings > Accounts Mail > Mailboxes > Settings Settings > Accounts & Passwords Settings > General > Mail Accounts

Settings > Accounts & Passwords

The AirDrop feature in macOS is available from within Apps using which of the following features: File menu Share button Sharing pane in System Preferences Running the App and Finder in Split View

Share button

Janet has an iMac with a keyboard and mouse. How does she open Notifications in macOS? She uses the Open command under the View menu. She should click the Notifications icon in the menu bar. She should use the Command-Shift keyboard command. She chooses About this Mac from the Apple Menu.

She should click the Notifications icon in the menu bar.

Linda wants to limit certain Spotlight searches on her Mac. How can she do this? She should restart her Mac and hold down the Command-Shift keys during startup. She should deselect Spotlight Suggestions in the Spotlight pane of System Preferences. She should turn on Localized Privacy in the Security & Privacy System Preferences pane. She cannot limit searches to her Mac.

She should deselect Spotlight Suggestions in the Spotlight pane of System Preferences.

David needs to work in three different applications at one time while consulting multiple online references. Which feature will help David do his work? Tabs in Safari Notes. Sort By in the View Menu. Spaces in Mission Control. Multi-Tasking in Mission Control.

Spaces in Mission Control.

The most important thing to remember about phone interactions is?

Start the call with a smile.

5 Steps to diffuse a situation.

Stay calm Show genuine empathy Find a way to say "You're Right" Be specific about how the situation is affecting you. Propose an approach that will refocus the situation.

After a tense situation you should always do this for your own health.

Step away and regain composure.

Empathy is defined as ?

The ability to understand how another person feels.

In the Network Preferences pane in macOS, what does a green status dot signify? The channel is open. The channel is available to be opened. The channel is not connected.

The channel is open.

Connotation

The idea or feeling a spoken word gives to the listener.

Denotation

The literal meaning of a spoken word

Intonation is ?

The tone or pitch of the voice when speaking

Poor case notes can affect turnaround time and customer satisfaction because?

They do not accurately reflect the customer interaction. They do not accurately describe the issue Are not helpful to the next technician cause troubleshooting steps to be repeated lead to contacting the customer for clarification.

Name the four cornerstones of adult learning.

Training is a Partnership Adults learn by doing Think like a student Lead learning out

You are attempting to further isolate the same issue that Mary is having with Mail . Which troubleshooting step will help isolate the issue? Turn off Wi-Fi. Use Connection Doctor to gather more information. Reinstall macOS from the Recovery System. Reinstall Mail from the Recovery System. Run a Ping Test in Termina

Use Connection Doctor to gather more information.

Which built-in app will allow you to setup Apple Pay? Apple Pay app Wallet app Mobile Payments app Money app

Wallet app

When explaining a new concept its best to use what three guidepost?

What Why Next step is...

oxanne has not been very successful using AirDrop from her MacBook. Which two macOS features require enabling for AirDrop to work? (SELECT TWO) Wi-Fi iCloud Spotlight Bluetooth File Sharing Screen Sharing

Wi-Fi Bluetooth

What is a stop word?

Words that can make a customer become defensive or feel accused. Avoid Damaged Failed Warning Abuse You Misuse

How do you turn off or customize Notifications? You can click the Notifications preferences icon in the bottom-right corner of Notification Center. You can access the Spotlight Preferences pane. You can use the Bring All to Front option under the Window Menu. You can use Accounts System Preference pane.

You can click the Notifications preferences icon in the bottom-right corner of Notification Center.

How long do you need to hold the Power button to force the Mac to turn off?

You need to press and hold the Power button for five seconds.

What key command immediately logs you out of your user account?

You use Command-Shift-Option-Q.

In iOS what does this icon indicate? Airplane Mode is on. Do Not Disturb is on. An alarm is set. Your iPhone is connected to CarPlay.

Your iPhone is connected to CarPlay.

Define a Probe

a question or request for information, may be an open or closed form.

A repair recommendation should be presented as ?

an opportunity

To add an email account on a Mac you would ?

choose Apple menu > System Preferences, click Internet Accounts, then click the type of account to add.

When positioning a service refusal the technician should ?

clearly explain why and immediately say what he can do.

The key to getting a repair recommendation accepted is ?

correct positioning of the repair option.

Permission means?

gaining consent before asking questions (verbal and nonverbal consent applies)

Review the following instructions to force close app on iOS: 1. From the Home screen, swipe up and pause. Firmly touch and hold the app, then tap red circle with a white line . 2. You can also swipe up to close the app as soon as you see the circle . These instructions apply to which iOS device? iPad Pro iPhone X iPhone 8 Plus iPhone 7

iPhone X

When making concise notes about an issue you should include details such as?

is it an ongoing issue, frequency of occurrence How was the problem verified, test results output from device logs and error screens Possible resolution, was the proposed resolution successful.

The technique of Lead Learning Out stresses..?

leveraging prior knowledge or skills already in place.

All networks are made of three basic elements which are?

nodes, links, and protocols

One of the best practices when teaching an adult is?

provide encouraging feedback: "Thats Right" "Great Job" "Now you're getting it."

To check for understanding its best to....?

reflect or rephrase what the customer says (don't repeat verbatim)

when including information from the customer in notes include ...?

see, hear and smell impressions

To avoid unrealistic customer expectations you should?

set definite expectation at check in.

When positioning a repair suggestion you should always ...?

start with a limited number of options.

Air Play gives you the ability to ? (Choose all that apply) streaming video, and other content wirelessly from Mac or iOS devices to an HDTV via Apple TV Share files and photos with out being on the same network. remotely reset your I-Phone from a MAC stream music from a Mac or iOS device to AirPlay-enabled speakers wirelessly mirror the screen of a Mac or iOS Device to an HDTV

streaming video, and other content wirelessly from Mac or iOS devices to an HDTV via Apple TV Share files and photos with out being on the same network. stream music from a Mac or iOS device to AirPlay-enabled speakers wirelessly mirror the screen of a Mac or iOS Device to an HDTV

Saying "You're right" lets customers know ...?

that you are listening and understand.

What is the Mac equivalent to the Windows key?

the Command Key.