Apple Certification
Best ways to prepare the customer
"I am not sure this can be repaired." "The fire damage is really extensive, this is not looking hopeful." "Generally, this much water damage is quite serious." "This system is eleven years old. It may have already had its best days."
ESD Precautions
1. Handle All Components by Edges 2. Ground Yourself 3. Make Sure You are NOT Grounded When 4. Do Not Place Components on Metal Surfaces 5. Do Not Touch Anyone During Procedures 6. Use ESD Storage Bags 7. Avoid Synthetic Materials 8. Regulate Humidity 9. Use Additional Protection 10. Clean ESD Mats Regularly
ESD Work Area Pt 2.
1. Remove all synthetic materials from the work area. 2. Verify that you have a properly grounded electrical supply. 3. Attach workbench mat to ground. 4. Connect ESD wrist strap, or heel strap
The five-step anger conflict management method
1. Stay calm. 2. Show genuine empathy. 3. Try to find a way to say "You're right." 4. Describe how the specific behavior is affecting you. 5. Propose an approach that refocuses the discussion.
Key Points in Safety First
A safety issue is anything a customer reports that contains key safety words or injury. It is important to document safety issues with enough detail to allow for careful examination and potential design and documentation changes. It is important to listen to key safety words when a customer reports an issue and to document and escalate safety issues. Position safety issue with customers in a professional yet collaborative way.
Service Guide
A unique step by step guide to help you fix a Apple Device
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
Deanne is using her iPad Pro, which is already running iOS 11, to setup her iPhone X. She turned on the iPhone X, placed it near her iPad Pro and entered her Apple ID, when prompted. What should she be waiting for to continue the setup.
An animation should appear on the iPhone X
Key Points in Apple ID
Apple IDs created for iTunes, iCloud and with new device setup can be used with all Apple services. Apple IDs can be set up without a payment method. You must sign in with an Apple ID to use some Apple services. It is recommended to use one Apple ID for all Apple services. It is supported to use one Apple ID for iCloud services and a separate one for iTunes. Use appleid.apple.com to manage your Apple ID. Use iforgot.apple.com to reset a forgotten password, unlock your account, or recover an Apple ID. Two-step and two-factor authentication are available to add an extra layer of security for your Apple ID.
A customer would like to install additional memory in their iMac (Retina 5K, 27-inch, 2017) model. Which would be the best resource to show them the proper procedure?
Apple Support - How to Articles
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
After an iPhone connects to the Internet and sends the activation credentials to Apple, what happens next during cellular device activation?
Apple verifies the device and checks that the SIM card is compatible with the activation policy that is assigned on the Activation Server
Key Points in Providing Solutions
Avoid using stop words and phrases. This can hijack a conversation and cause a customer to become defensive. Approach recommendations in an empathetic, agreeable, and supportive manner. When positioning refusals, tell the customer why and immediately say what you CAN do.
In what ways can apps in macOS use notifications? (Three Answers)
Badges, Alerts, Sounds
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
What color torque drivers are there (4 drivers)
Black, Blue, Green, and Gray
Key Points in Partnering With the Customer
Cautious words and phrases help set accurate customer expectations. Empathy is key to customer satisfaction as it helps you align with the customer and helps avoid conflict with the customer. Acknowledge, align and assure to demonstrate empathy. Use apologies appropriately.
Key Points in Documenting Customer Interactions
Clear concise notes are essential because: They accurately detail device issues to the customer. They direct the next technician who works on the repair. Case notes build a permanent and complete customer repair history. Apple engineers use the data to improve products and customer service. They act as legal documents. Writing incomplete case notes can negatively affect Turnaround Time (TAT) and Customer Satisfaction (CSAT). Effective notes describe completely the customer interaction and your subsequent actions.
What is a coax connector? (Co-axe)
Coax Connectors are used to connect antena.
Support References for iPhones, iPads, & Apple Watches
Compare iPhone, iPad, & Apple Watch Models is a public resource on apple.com that details the differences between all current models of iPhone, such as finish colors, capacity, and dimensions as well as other device-specific information.
Proper ESD Work Area
Conductive workbench mat and ground cord Wrist strap with a built-in 1-megohm resistor and ground cord Static-safe Storage Bags Ground polarity tester
What is the first step in helping a customer perform an authorized unlock of their iPhone?
Contact the authorized wireless carrier
Key Points in iOS Activation & Setup
Customers may want to unlock their iPhone so they can choose a different carrier Some authorized wireless carriers offer a way to unlock phones so customers can use them with other carriers If you cannot proceed past the activation screen during the Setup Assistant, it is probably not a hardware issue Check for iOS software updates and carrier settings updates to resolve activation issues Inspect and reseat the SIM card before replacing
Used for handling Apple products with broken glass
Cut-Resistant Gloves
Lead learning out
Do not provide information to an adult as if they know nothing. Respect them and ask leading questions that take them to the correct conclusions. When they do, you can say, "That's right!"
What types of information can be accessed using support.apple.com? (Give at least three answers)
Downloads, Discussion forums, customer facing articles, etc.
What is another way to be ESD Protected without a ESD Wrist Strap?
ESD Heel Strap
Always where?
ESD Wrist Strap
What are some possible resolutions for a customer issue?
Have the customer reproduce the issue. Determine if you are dealing with a device issue, or an issue not related to the device. Isolate the issue to the correct problem space; educational opportunity, environment, software, or hardware. Use non-invasive troubleshooting techniques before you move forward with more invasive methods.
Used for handling hot batteries
Heat Resistant Gloves
Under which conditions would it be necessary to use a Personal Unlock Key (PUK)?
If the customer fails to enter the correct SIM PIN within three attempts and the SIM card locks
What types of information can be accessed using GSX?
Internal versions of public articles Standard Operating Procedure (SOP) articles Visual and Mechanical Inspection (VMI) guides Service Guides Integrated Troubleshooting charts Service Videos Escalations
Symptom Chart
Isolate unlikely causes, Apply Quick Checks, Follow the Deep Dive flow charts
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
Best Setting of Procedures
Make sure there is sufficient lighting in the area. View the battery from about one foot away. Exercise special care to avoid accidental damage to the cell packs when measuring cosmetic issues.
Key Points in Servicing iPhone 5 and SE models
Most Issues involving Touch ID can be resolved without needing a hardware repair All fingerprint information is encrypted and stored securely in the Secure Enclave; up to 5 fingerprints can be stored Remember to remove all fingerprint data prior to servicing iPhone 5s and iPhone SE Verify the iPhone passes all diagnostics and functional tests For repairs that require it, complete the display and component calibration process
Used for handling leaking or swollen batteries
Nitrile Gloves
Are Deep Dive procedures normally performed before checking in the product?
No, they are not
What is the purpose of taking notes to document customer interactions?
Notes build a permanent and complete repair history for customers.
When needing to know requirements of a Workstation Setup what article do you look at?
OP685
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 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
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.
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!!
What is the impact of poor case notes?
Repair turnaround time and customer satisfaction are affected by poor case notes.
Taylan's iPhone shows, "There is no SIM card installed." What might you do to resolve this alert? (Two Answers)
Restart the iPhone & Replace the SIM card with a non-cut SIM card
Which two of the following procedures are Quick Checks? (Give two Answers)
Restarting the Mac or iOS product & Checking for software updates
Key Points in Repairing all iPhones
Review Service Guide documentation and relevant take-apart videos before attempting a new procedure. Identify, and have available, the correct tools described in the Service Guide or video. Avoid using incorrect tools. Keep careful track of parts and screws were removed and/or replaced to avoid using the wrong screw or parts in the wrong place. Do not overtighten screws, most service guides call for "finger tight." If a procedure involves removing multiple parts, be sure to have sufficient static bags for part storage.
Should be worn whenever servicing Embedded Batteries
Safety Glasses
Should be used to smother batteries during specific types of battery events
Sand in a quick pour container
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
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
What are the four problem spaces?
Software, Hardware, Environment, Educational Opportunity
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
Key Points in ESD Precautions
Static electric charge is generated by everyday activities such as walking or getting in and out of a car. Electrostatic Discharge occurs when objects or people with a high electric charge touches a non-grounded object. The amount of voltage it takes to damage an intergrated cirucuit is below human perception (as little as 10 volts). ESD Damage can cause immediate issues or intermittent failure at a later time. You should be aware of common ESD myths and how to address them with other technicians. Practice the ten Apple ESD Prevention guidelines. Before servicing a product, create an ESD-compliant workstation.
What do clear case notes look like?
Stick to the facts and be objective. If quoting the Customer, write, "Customer reports..." Use neutral terms when describing emotional elements. Write clear, declarative statements. List troubleshooting steps to reproduce the issue, using the Action/Result format. Find a balance between including complete details and making the entries easy to read. Avoid all but standard acronyms, emojis, abbreviations, and technical jargon. Document cosmetic condition using objective descriptions and measurements, while avoiding subjective terms such as, "good", "fine", "perfect condition," or "normal wear and tear." Set up the next technician for success. Be professional, avoid inappropriate language. Good notes tell a story with a beginning, middle, and an end. Good notes provide answers and make sense, they do not lead to more questions. Proofread your notes before saving, to avoid typos. These elements will keep your notes clear, concise and professional, and will result in service excellence.
Key points in iOS Backup & Syncing
Syncing refers to copying music, movies, TV shows, photos and more from the computer to the iOS device Backups ensure customers always have a copy of important information, even if they lose their device Syncing is setup and initiated using iTunes on a Mac or PC Customers can choose between using iCloud or iTunes as a backup iCloud backups can occur automatically every 24-hours
What does each Service Guide contain?
Table of Contents, provides links to individual sections of the Service Guide
Key Points in Resource Fundamentals
The Apple Support site is a powerful customer-facing resource. Apple support articles are available to both technicians and customers and are a valuable resource when searching for troubleshooting and installation instructions. Global Service Exchange (GSX) is your key service resource. GSX contains confidential support articles and service information which only technicians are able to access.
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
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 in Educational Opportunities
The four cornerstones of Adult Learning are: training is a partnership, adults learn only what they do, think like a student, and lead learning out. Lead learning out means leveraging knowledge or skills already in place. Let the customer drive! They should handle the device while you instruct, rather than watch you handle it. When you use complicated technical language with customers, such as jargon, computer science terms and phrases, etc., customers may feel intimidated. When your language is over-simplified, customers may feel insulted. When you tell a customer that they are mistaken, phrases like, "turns out" are very useful. Using analogies to better explain a concept is a good strategy for less technical customers.
When you evaluate an issue, what are the three questions that guide the troubleshooting process? Name three.
What does the customer tell you? What does the device tell you? What do Apple resources tell you? Ask probing questions. Run relevant diagnostics. Listen for any potential safety issues. Apply the quick checks that are recommended. Eliminate irrelevant possibilities until you are left with the most likely cause.
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)
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
What does ESD stand for?
Electrostatic Discharge or static electricity
Key Points in Embedded Battery Safety
Embedded Batteries are used in many Apple products and require special tools and handling. Always use the correct safety tools and ensure that your workstation meets the requirements. Use the Apple-approved tools describe in the Service guide, to remove and replace batteries (or case assemblies containing batteries) in Apple products. Verify the cosmetic condition of the battery cells when you perform service on Apple products with embedded batteries. Use great care and the correct techniques with removing and replacing batteries. Embedded batteries and case assemblies with built-in battery ship in special packaging with specific methods of return based on the condition of the battery. Know the correct specific response and equipment to address specific battery scenarios.
The troubleshooting process involves three principle stages
Evaluate/Isolate/Resolve
Key Points in Systematic Troubleshooting iOS
Evaluate/Isolate/Resolve When evaluating an issue, ask: What Does the Customer Tell Me? What Does the Device Tell Me? What Do Apple Resources Tell Me? Isolate the issue to one of four problem spaces: Educational Opportunities/Environmental Factors/Software/Hardware Once you have evaluated and isolated the issue correctly, you should have a clear understanding of what the right resolution should be for your customer.
Which part of a Service Guide provides an image of all parts and their descriptions?
Exploded View
Key Points in iOS Security
Face ID allows unlocking of an iPhone X by looking at the screen For current devices other than iPhone X, users can configure Touch ID to unlock their device When using either technology, a user must also set up a passcode Face ID and Touch ID may not work and may require resetting in certain situations A user can enable and disable Location Services for each app or website at any time Restrictions settings can control which apps and features can be used on an iOS device
Used for storing hot batteries to allow them to cool
Fire Proof Safety Cabinet
What are the two connectors on an iPhone?
Flex connectors and coax connectors
What is a flex connector?
Flex connectors are found on the cameras and displays as well as the batteries
What is the business impact of using your resources to locate information? (Two answers)
Following the latest service procedures will ensure an accurate diagnosis and Technicians do not need to rely solely on memory to resolve customer issues.
What is GSX?
Global Service Exchange. Basically the HQ, such as creating repairs, ordering service inventory, technical and operational procedures, researching repair history, etc.
Gerald's iPhone cannot be activated because an alert says the activation server is unavailable. Gerald's iPhone does not use a SIM card. Which of the following would be a good step to try, first, with Gerald?
Go to Apple's system status page and verify that iOS Device Activation is green. If not, try to activate the iPhone later
Which of the following are components of good case notes?
Good case notes limit acronyms to well-known technical terms
What are the characteristics of good notes? (Two Answers)
Good notes help the next technician who services the device. Good notes accurately explain to the customer and fellow technicians, what the issue is.
Think like a Student
Good trainers have true empathy. Understanding technology is often difficult for adults who are successful in other areas. They have egos and do not want to fail. They want to be endorsed. The two most powerful words in teaching are, "That's right!"
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)
Ernie's MacBook Air cannot connect to the Internet at home using his Airport Extreme. However, you have verified that both devices work just fine in the store. Which article will best help him troubleshoot his connection?
HT202007
Servicing iPhone 6 models
The original issue has been resolved No new issues have been introduced during the repair The iPhone passes required diagnostics The iPhone passes all functional tests For repairs that require it, complete the display and component calibration process
Tools
The tools section of the Take Apart lists the tools required for the specific repair for the repair you are doing
macOS Fundamentals
There are different cursors in macOS based on what you are doing. Spotlight helps you quickly find things on your computer and shows suggestions from Internet resources. macOS has equivalent key commands for Windows key commands. Customization of the macOS is done via System Preferences. You can use Siri to open files, send messages, or find answers and information. Notification Center lets you view details about your day. There are multiple mouse and trackpad gestures that enable a wide array of macOS functions. Mission Control allows switching between applications or Spaces.
Key Points in iOS Usage
There are various locations within the Settings App to look up meaningful information on usage You can get the most out of your battery life by toggling settings such as Low Power Mode One of the best ways to get the most of of your battery life is to keep your iOS up to date Low cellular signal can have a negative impact your battery performance
First Steps
These are the things you need to do before the repair procedure has already started.
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
What are ESD safe bags for?
To store service parts during a repair, it helps avoid unnecessary damage to parts
Training is a Partnership
Training is not a top-down, "I will speak/you will listen" model, but a true partnership in which the learner collaborates with the trainer by asking questions, adding their opinion and participating in demonstrations. Ask questions, such as, "What do you think?" or "Your turn. Why don't you show me?"
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
What guidelines should you follow when describing cosmetic conditions in case notes?
Use objective descriptions and measurements.
Must need before doing any battery procedures.
Use the battery cover and disconnect the battery
Best way to say no to a customer
When you must say "no," tell the customer why and immediately offer "yes" options. Tell them what you CAN do. Always offer some assistance or a way forward for the customer, rather than simply shutting them down.
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.
Adults learn only what they do
Whoever said, "I hear and I forget. I see and I remember. I do and I understand," was a wise educator! Most adults are true experiential learners, so let them perform the task. Showing them how to sync their calendar is good but coaching them as they hold the iPhone and perform the sync is much better.
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
Used for storing batteries that have leaked
Ziploc Bags or other re-sealable bags
When would you ever have to refuse service to a customer?
a device that has been modified by an unauthorized service provider using non-Apple parts a device with non-covered accidental damage a device with no serial number a legacy device that we no longer service a customer has misperceptions about the products and services offered
