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Apple Service Fundamentals Exam Question and Answers

Apple Service Fundamentals Exam

Last Update Nov 30, 2025
Total Questions : 70

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Questions 1

John is attempting to use Handoff with his recently updated iPhone and Mac. He does not see the Handoff icon for the app he is using appear in macOS.

What troubleshooting step should John try first?

Options:

A.  

Verify that both devices are connected to a Wi-Fi network using WPA2 security.

B.  

Verify that iPhone Cellular Calls are turned on in System Preferences > Network.

C.  

Verify that both devices have Wi-Fi turned on.

D.  

Reset Network Settings on iPhone.

Discussion 0
Questions 2

What are the features of using iCloud as a backup method for an iOS device?

Options:

A.  

Always encrypts backups.

B.  

Backups can be encrypted or un-encrypted.

C.  

Offers up to 200 TB of storage.

D.  

The customer can make backups over cellular networks.

Discussion 0
Questions 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?

Options:

A.  

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

B.  

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

C.  

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

D.  

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

Discussion 0
Questions 4

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.)

Options:

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.  

Rachel should ensure that she is wearing cut-resistant gloves.

C.  

Rachel should be careful not to puncture, crush, or attempt to flatten the expanded battery cell or enclosure.

D.  

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.

E.  

The battery presents a safety concern because of the hazardous gas trapped inside the expanded enclosure.

Discussion 0
Questions 5

Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

Options:

A.  

"Calm down. You are being ridiculous."

B.  

"These devices are expensive, I cannot change that."

C.  

"Please control yourself. That is not how it works."

D.  

"I’m sorry to hear that."

E.  

"I can understand why you are upset."

F.  

"It is not possible to repair it by Monday."

G.  

"You are right. I would be frustrated as well."

Discussion 0
Questions 6

How do you access Control Center from the home screen on an iPhone 8?

Options:

A.  

Swipe from left to right.

B.  

Swipe up from the bottom of the screen.

C.  

Swipe from right to left.

D.  

Swipe down from the top of the screen.

Discussion 0
Questions 7

Which of the following statements is true of electrostatic discharge (ESD) damage?

Options:

A.  

Conventional testing detects all damage caused by ESD.

B.  

ESD should ideally occur near active electronic systems.

C.  

Accidental ESD will result in fewer additional repairs on the same device.

D.  

ESD impacts microscopic pathways on the integrated circuits.

Discussion 0
Questions 8

Please refer to the following information to answer the questions on the right.

Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.

Once Hannah returned home with the iMac, the sound issue occurred again.

Hannah has returned. She is angry and she is cursing at the technician.

Which of the five conflict resolution steps is missing in the following response to Hannah?

{Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution.”

Options:

A.  

Try to find a way to say “You're right.”

B.  

Try to find a way to show sympathy and correct the customer.

C.  

Describe how the customer is incorrect about the specific issue.

D.  

Propose an approach that refocuses the discussion.

E.  

Stay calm.

Discussion 0
Questions 9

Which of the following features of iOS require an Apple ID to use?

Options:

A.  

Maps

B.  

Game Center

C.  

Siri

D.  

Split View

Discussion 0
Questions 10

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.)

Options:

A.  

Sleep/Wake button

B.  

Faulty video board

C.  

Third-party software

D.  

User-installed data such as images or documents

E.  

The operating system

F.  

Damaged display

G.  

User installed parts

Discussion 0
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