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質問 1：
April states she would like to use the cellular network from her iPhone to access the Internet for free on her Mac. What true statement can you give April?
A. "You must enable Personal Hotspot on your iPhone before the feature can work for free."
B. "Personal Hotspot can come with additional charges. You should contact your carrier."
C. "Personal Hotspot only works on CDMA networks."
D. "Personal Hotspot is a great way to access the Internet for free!"
正解：B
質問 2：
Jonesy has an Apple Watch and recently purchased an iPhone XR. He would like to use the Apple watch and the data on the old iPhone with the iPhone XR. Place the following steps in the correct order to accomplish his goal.
Use the arrow buttons to move the steps from the column on the left to the area on the right and arrange the order.
正解：
Explanation
質問 3：
Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.
Based on the information Debra provided, which of the following resources can you share with her that explains the cause of the issue?
A. Apple VMI Guide
B. GSX Troubleshooting articles
C. Apple Service Guide
D. Apple Support articles
正解：C
質問 4：
Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.
Based on the information Debra gave you and what you have observed, what is a logical question to ask next?
A. Do you have the same issue when charging with the power adapter that came with your iPad Pro?
B. Are you aware of any other ways you can charge an iPad Pro, like using a computer?
C. Have you tried charging with a different USB to Lightning cable?
D. Did you try to plug in the power adapter to a different wall socket in your home?
正解：C
質問 5：
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.
From the following, which are part of the 5-step conflict resolution model? (Choose two.)
A. "I understand your frustrations, Hannah. I would feel the same way if my computer was having the same issue after a repair. I am here to help."
B. "Is this really the same issue? Might it be a different issue?"
C. "I feel sorry for you. You had to drive all the way back here."
D. "Are you sure your children didn't do something to it?"
E. "You are right, Hannah. I can see the repair history says you picked up the computer this morning."
正解：A,E
質問 6：
In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?
A. The technician is cleaning the display on a device after reassembly.
B. The technician is working on a device that is plugged in to AC power.
C. The technician is replacing a circuit board inside a device.
D. The technician is conducting a current test on a device.
正解：C
質問 7：
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.)
A. Damaged display
B. Faulty video board
C. The operating system
D. Sleep/Wake button
E. Third-party software
F. User-installed data such as images or documents
G. User installed parts
正解：C,E,F
April states she would like to use the cellular network from her iPhone to access the Internet for free on her Mac. What true statement can you give April?
A. "You must enable Personal Hotspot on your iPhone before the feature can work for free."
B. "Personal Hotspot can come with additional charges. You should contact your carrier."
C. "Personal Hotspot only works on CDMA networks."
D. "Personal Hotspot is a great way to access the Internet for free!"
正解：B
質問 2：
Jonesy has an Apple Watch and recently purchased an iPhone XR. He would like to use the Apple watch and the data on the old iPhone with the iPhone XR. Place the following steps in the correct order to accomplish his goal.
Use the arrow buttons to move the steps from the column on the left to the area on the right and arrange the order.
正解：
Explanation
質問 3：
Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.
Based on the information Debra provided, which of the following resources can you share with her that explains the cause of the issue?
A. Apple VMI Guide
B. GSX Troubleshooting articles
C. Apple Service Guide
D. Apple Support articles
正解：C
質問 4：
Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.
Based on the information Debra gave you and what you have observed, what is a logical question to ask next?
A. Do you have the same issue when charging with the power adapter that came with your iPad Pro?
B. Are you aware of any other ways you can charge an iPad Pro, like using a computer?
C. Have you tried charging with a different USB to Lightning cable?
D. Did you try to plug in the power adapter to a different wall socket in your home?
正解：C
質問 5：
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.
From the following, which are part of the 5-step conflict resolution model? (Choose two.)
A. "I understand your frustrations, Hannah. I would feel the same way if my computer was having the same issue after a repair. I am here to help."
B. "Is this really the same issue? Might it be a different issue?"
C. "I feel sorry for you. You had to drive all the way back here."
D. "Are you sure your children didn't do something to it?"
E. "You are right, Hannah. I can see the repair history says you picked up the computer this morning."
正解：A,E
質問 6：
In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?
A. The technician is cleaning the display on a device after reassembly.
B. The technician is working on a device that is plugged in to AC power.
C. The technician is replacing a circuit board inside a device.
D. The technician is conducting a current test on a device.
正解：C
質問 7：
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.)
A. Damaged display
B. Faulty video board
C. The operating system
D. Sleep/Wake button
E. Third-party software
F. User-installed data such as images or documents
G. User installed parts
正解：C,E,F
森ち** -
かなりコスパが高いです。基本から丁寧に解説されているしっかりしたSVC-19Aテキストです。