SOP/iOS tech
Apps & Content, Etc.
Battery/iCloud
Mac/PC Basics
Misc.
100
Which issue is within your scope of support to troubleshoot with a customer?
What is Installing GarageBand for iOS
100
The credit card on Nadiv’s iTunes Store account is expired. Nadiv wants to purchase music on his iPhone while he is on holiday, but he doesn’t currently have access to a computer. What should you tell Nadiv?
What is What is You can use your iPhone to update the credit card information on your iTunes Store account.”
100
Which of the following troubleshooting steps would help a customer whose iPhone battery is draining faster that she would like?
What is Turn off push notifications
100
Mary Beth took some vacation pictures using her iPad. Which app should Mary Beth use to import the pictures to her Mac computer?
What is Photos
100
Which of the following might resolve an issue where a customer is repeatedly prompted to enter her password when playing an iTunes Store purchase?
What is Authorize the computer from an administrator user account
200
Which of the following is outside your Scope of Support when you troubleshoot iTunes syncing with Windows apps?
What is Backing up customer data
200
Which of the following information can you find in the Mail pane of the iCloud Support App?
Email storage quota and usage information
200
Which of the following is true of rechargeable lithium-ion batteries in Apple products?
Recharging speed decreases as the battery charge gets closer to 100 percent
200
During the installation of iTunes on a Windows PC, you see this error message: “Error 2: Apple Application Support was not found.” Which of the following troubleshooting steps should you try first?
What is Log on using and Administrator account
200
If an exclamation point appears next to a song in iTunes and the song will not play, which of the following should you try first?
What is Choose Edit > Get Info to locate the song on the computer.
300
What should you do first if your customer sees duplicate calendar events on his iOS device after setting up iCloud Calendar?
What is Refresh the calendars on the iOS device
300
Which of the following is true about iTunes Match?
What is **You can use iTunes Match on up to ten devices (no more than five of them computers).
300
How does iCloud back up content?
iCloud backs up only content that changed since the previous backup
300
Which task can you perform using the command “ipconfig” on a Windows computer?
Determine the computer’s IP address
300
Which of the following is true when managing content on an iOS device manually in iTunes?
What is iTunes is set to manually manage content by default
400
Which of the following is true of technical support for third party products?
What is Apple supports third-party products only if required by consumer law.
400
You want to download a previously purchased app on your iPhone, but you cannot find it in the Purchased pane. Why might you not see your previously purchased song?
What is You purchased the app using a different Apple ID
400
When iCloud backs up your iOS devices, which of the following does the backup include?
What is your home screen organization
400
Which four visible folders does macOS install at the top level of the computer’s hard disk?
Applications, Library, System, and Users
400
Which Bluetooth profile lets iOS devices interact with wireless keyboards?
What is Human Interface Device Profile (HID)
500
In which of the following situations must you use the full iOS Setup Assistant?
*You used iTunes to restore an iOS device
500
Sean and Max had a successful FaceTime call yesterday, and they are each using the latest model iPhone. Today, however, Sean received an alert that said “FaceTime failed. Max is not available for FaceTime.” What is one possible cause of this alert?
What is Max’s device is not connected to a Wi-Fi network or cellular data network.
500
Senja took several pictures with her iPhone, but when she opens Photos on her Mac computer, the pictures aren’t there. You confirm that iCloud Photo Library is enabled on both of her devices with the same Apple ID. Which of the following might explain Senja’s issue?
What is the iPhone uploads pictures only when it’s connected to a Wi-Fi network.
500
How do you resolve the following error in Windows: “Cannot delete iPodService.exe: It is being used by another person or program”?
What is Manually quit the iPodService.exe process
500
Which Bluetooth profile do car makers use to sync contacts with iOS devices?
What is Phone Book Access Profile (PBAP)
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