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Topics for the Apple Service Fundamentals Exam (SVC-16A)
Learn about the Apple Service Fundamentals Exam (SVC-16A), and what sections and topics to expect.
The Apple Service Fundamentals Exam (SVC-16A) is a computer-based knowledge test that Pearson VUE offers online. The test is open resource and test takers should use Apple references to help answer the exam items.
Successful completion of the test fulfills the prerequisite requirement for Apple Certified Mac Technician (ACMT) 2016 certification and Apple Certified iOS Technician (ACiT) 2016 certification.
Exam summary
Number of sections: 5
Number of learning objectives: 27
Number of total items: 60
Passing score: 80 percent overall (at least 48 out of 60 items to pass)
Exam time limit: 2 hours
Seven demographic questions are presented at the beginning of the exam. These items aren't scored and don't use the 2 hours given for the exam.
The exam has two separately-scored sections that each must be passed to pass the entire exam. This is in addition to the overall passing score listed above. They are:
The ESD Precautions section (at least 10 out of 12 to pass)
The Safety section (at least 10 out of 12 to pass)
Sections and topics
Here are the sections and topics covered in the Apple Service Fundamentals Exam.
Customer Experience (20 items)
Position a repair, upgrade, or attachment so it's clear that the recommendation helps to solve the customer's issue.
Identify and validate customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution.
Identify appropriate customer-management skills for phone situations.
Identify the positive body language, gestures, and spoken language that lead to a successful customer experience.
Identify and validate active-listening techniques that result in getting additional information from the customer.
Identify and validate appropriate open or closed question styles that help you get more information.
Identify and validate reflection and summary skills so that you and the customer agree on the problem.
Identify and validate strategies for setting realistic resolution expectations.
Identify and validate strategies for educating customers.
ESD Precautions (12 items)
Identify and practice ESD precautions.
Identify the components of an ESD-compliant workstation.
Use the proper tools, equipment, and procedures to set up a workspace that minimizes or eliminates electrostatic discharge damage.
Identify the effects of ESD damage on a given product.
Identify common ESD myths and why they aren't true.
Safety (12 items)
Identify the customer statements that generate a Safety First case.
Explain the importance of exercising special care when handling lithium-ion and polymer batteries.
Demonstrate the proper and safe handling of batteries and portable computer case assemblies with a built-in battery.
Recognize and identify signs and symptoms of damaged batteries and portable computer case assemblies with a built-in battery.
Respond to events involving various battery and portable computer case assemblies with built-in and embedded batteries.
Service and Documentation (4 items)
Find and use any Apple product's serial number to determine its level of coverage.
Describe the impact of poor notes on the repair cycle and customer satisfaction.
List the components of clear, concise, and complete case notes.
Identify and correct the errors in sample technician notes.
Basic Troubleshooting (12 items)
Describe the importance of accurate troubleshooting to the business and the customer.
Demonstrate basic troubleshooting and deductive reasoning skills.
Use smart questioning techniques and first-level evaluation and isolation skills. Identify issues as being generally hardware-based, software-based, educational, or environmental.
List the tools and resources available to help troubleshoot.
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