apple SVC-19A Exam Questions

Questions for the SVC-19A were updated on : Nov 21 ,2025

Page 1 out of 5. Viewing questions 1-15 out of 70

Question 1

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. GSX Troubleshooting articles
  • B. Apple VMI Guide
  • C. Apple Support articles
  • D. Apple Service Guide
Answer:

D

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Question 2

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, in which problem space does this issue fit?

  • A. Educational opportunity
  • B. User Data
  • C. Environmental
  • D. Software
Answer:

D

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Question 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 gave you and what you have observed, what is a logical question to
ask next?

  • A. Did you try to plug in the power adapter to a different wall socket in your home?
  • B. Do you have the same issue when charging with the power adapter that came with your iPad Pro?
  • C. Have you tried charging with a different USB to Lightning cable?
  • D. Are you aware of any other ways you can charge an iPad Pro, like using a computer?
Answer:

C

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Question 4

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?

  • 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?
Answer:

D

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Question 5

From the following, select the best description of cosmetic condition that would be included in good
case notes.

  • A. Case is dented like it was dropped
  • B. Badly dinged in addition to crack
  • C. Significant dent in lower right corner suggests impact
  • D. Big ding; probably dropped or thrown
Answer:

C

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Question 6

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. 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
Answer:

C,D,E

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Question 7

Leigh states that her MacBook Pro (Retina, 15-inch, Mid 2015) does not recognize the SD card she
brought with her. You have her reproduce the issue and discover that she is properly inserting the
card. However, it is not recognized by Photos or Image Capture. What question should you ask next
to isolate the issue to hardware?

  • A. What kind of files or images are on the SD card?
  • B. Are you running the latest version of Photos?
  • C. Have you tried resetting your SMC and NVRAM?
  • D. Have you had this issue with all SD cards or just this one?
Answer:

D

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Question 8

In the systematic troubleshooting approach, which of the following statements is true about isolating
an issue?

  • A. Asking the customer to reproduce an issue can help determine if the issue is with the device.
  • B. If an issue cannot be reproduced, it is likely a hardware issue.
  • C. Replacing an internal component will determine if the issue is related to environment.
  • D. Basing a conclusion on past experience with similar issues is a proven troubleshooting method.
Answer:

A

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Question 9

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.
After gaining agreement with the customer about repair time and cost, Rachel begins the
replacement of the top case assembly with battery. If during the repair the battery cells begin to
actively swell, how should Rachel respond?

  • A. Pour sand over the battery immediately.
  • B. Leave the room for fifteen minutes.
  • C. Carefully continue the repair while monitoring the battery.
  • D. Find a fire extinguisher and keep it nearby.
Answer:

A

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Question 10

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. 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.
Answer:

C,E

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Question 11

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.
During an embedded battery inspection which of the following issues should Rachel look for?
(Choose two.)

  • A. Updated battery firmware
  • B. Dot imprints
  • C. Battery is the correct color
  • D. Scratches
  • E. Battery-compliance shipping label
Answer:

B,D

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Question 12

If Michel accidentally drops a replacement top case assembly with battery for a MacBook Pro
(Retina, 15-inch, Mid 2015), what steps should he take before continuing with the repair?

  • A. Visually inspect the top case assembly with battery for damage and let it sit on the workbench for 2 hours to observe if any events occur. If none occurs, continue the repair with that service part.
  • B. Visually inspect the top case assembly with battery that fell to the floor and replace it with a new service part if the damage exceeds the damage thresholds.
  • C. Dispose of the top case assembly with battery that fell to the floor and use an undamaged service part instead.
  • D. Continue using the top case assembly with battery that fell to the floor if there are no signs of damage.
Answer:

A

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Question 13

Diego is servicing an embedded battery and it begins to swell. Which of the following is the proper
response by Diego?

  • A. Immediately pour sand on the battery to cover it completely.
  • B. Evacuate the room for fifteen minutes.
  • C. Remove the swelling battery and move it to a fire-proof safety cabinet.
  • D. Wait to see if the battery stops swelling or continues to thermal event.
Answer:

A

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Question 14

When servicing devices with embedded batteries, your primary concern should be for your own
safety and those around you.
Which of the following considerations are workstation requirements when servicing these devices?
(Choose two.)

  • A. Keep paper at least 1 feet (0.3m) away.
  • B. Keep 8 to 10 cups of water within arms reach.
  • C. Always wear safety glasses when performing repair work.
  • D. Ensure there is a water or an ABC/CO2fire extinguisher nearby.
  • E. Keep combustible materials away from the work area.
Answer:

C,E

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Question 15

Laura is performing a visual inspection of an embedded battery. What kinds of cosmetic issues
should she look for? (Choose two.)

  • A. UPC Code
  • B. Apple product serial number
  • C. IATA complice label
  • D. Scratches
  • E. QR Code
  • F. Apple logo
  • G. Dents or dot imprints
Answer:

D,G

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