Customer Service
ESD/Tech Safety
Resources
Diagnostics
Potluck
100
The statement "So that I can understand your issue completely, I would like to ask you some questions about your connectivity set up. Is that OK?" is an example of these two things.
What are Postioning and Permission?
100
When the customer/enduser describes an issue with their device, the technician listens for certain keywords such as "Burn," "Cut," "Fire," "Flame," "Shock," "Smoke," "Spark."
What are Safety Words?
100
Service guides, integrated troubleshooting, service bulletins, and diagnostic software can be found here.
100
This version of AST should be used on an iMac (27-inch, Late 2013).
What is AST 1?
100
When setting up an ESD-safe workspace, you would need this tool:
What is a Ground Polarity Tester?
200
Asking both open and closed questions to get information about the customer/end-user’s issue, is known as this.
What is Probing?
200
This causes component damage by blasting a hole in a chip or circuit trace.
What is Electrostatic Discharge (ESD)?
200
A customer can access specification info and the Users Guide for their Apple Watch here.
What is Apple Support website?
200
Of the following products which does Apple Service Toolkit 2 for iOS (AST 2 for iOS) not support?
- iPhone SE
- iPhone 6 Plus
- iPhone 7 Plus
- iPhone 4
What is iPhone 4?
200
On the macOS Mail application, this is a built-in tool to assist with testing email account settings such as IMAP server address, port settings, and SSL.
What is Mail Connection Doctor?
300
When rephrasing the issue to check for understanding, the technician does this.
What is Reflecting?
300
Ground polarity tester, wrist strap, ground cable, and static mat, are components of this.
What is an ESD safety compliant workstation?
300
Locations of liquid contact indicators and details on how recognize accidental damage or unauthorized modifications on a iPad Pro 10.5”, are found in this document.
What is Visual Mechanical Inspection Guide (VMI Guide)?
300
A technician uses Apple Service Toolkit for these two reasons at the beginning and the end of a repair.
What is triage and verify repair?
300
To use Automations with the Home App, a customer will need remote access to their residence and a Hub which will stay in the residence, connected to wifi. Any one of these three products can be used as a Hub.
What are:
1. HomePod
2. Apple TV 4K or Apple TV (4th generation) (with the latest version of tvOS)
3. iPad (with the latest version of iOS)
400
The 3 components of showing empathy with the customer/end-user.
What are
1. Acknowledge
2. Align
3. Assure ?
400
The recommended material to use on an embedded battery that is experiencing a thermal event.
What is clean dry sand?
400
Troubleshooting flowcharts, lists of any specialized tools, and detailed take-part procedures can be found in this specific resource.
What is Service Guide?
400
When performing triage on an iPhone 8 Plus, the technician would likely run this AST 2 module first.
What is MRI (Mobile Resource Inspector)?
400
On a compatible iOS device, a customer/end-user can access Apple Pay settings these three ways.
What is:
1. Wallet app
2. Control Center
3. Settings --> Wallet and ApplePay
500
When acting in a coaching capacity with a customer/enduser, or when presented with an educational opportunity, it is important to remember these 4 Cornerstones of Adult Learning.
What are:
1. Training is a partnership
2. Adults learn only what they do
3. Think like a student
4. Lead Learning Out ?
500
When servicing an Apple device with an embedded battery, combustible materials such as paper this distance away from your workspace
What is two feet?
500
A customer can locate Downloads, Technical Specifications, User Guides and discussion "Communities" here.
What is the Apple Support Website?
500
After completing a main logic board or fan replacement on a Mac system, a technician would likely run 1 or more of these 4 modules in AST 2.
What is:
1. Cooling System Diagnostic
2. Blank Board Serializer
3. Trackpad Calibration Check (for Mac notebooks with Force Touch Trackpad)
4. Top Case to Logic Board Configuration (for Mac notebooks with Touch Bar)
500
While servicing a MacBook Air (13-inch 2017), a technician accidentally drops the battery. After carefully inspecting the battery from a distance of approximately 1 foot, using a bright flashlight, no external damage is found. The technician should then do this before completing the repair.
What is....Order a replacement battery?