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Test Number : SVC-16A
Test Name : Apple Service Fundamentals
Vendor Name : Apple
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SVC-16A test Format | SVC-16A Course Contents | SVC-16A Course Outline | SVC-16A test Syllabus | SVC-16A test Objectives


Apple Service Fundamentals is a 2-day course that teaches students the skills they need to handle face-to-face customer interactions involving all Apple devices. Successful completion of the Apple Service Fundamentals test (SVC-16A) fulfills the prerequisite for Apple Certified Mac Technician (ACMT) 2016 and Apple Certified iOS Technician (ACiT) 2016 certification. Interactive discussions and hands-on exercises guide students through the best way to manage customer interactions, the required safety precautions, and basic troubleshooting skills. Students knowledge and skills are tested and reinforced by working through real-world scenarios and role-playing.

Course Objectives:
Upon completion of the Apple Service Fundamentals course, students will be able to:
Identify and validate customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution
Position a repair, upgrade, or attachment so its clear that the recommendation helps to solve the customers issue
Identify and validate strategies for setting realistic resolution expectations
Identify and practice ESD precautions
Identify the customer statements that generate a Safety First case
Demonstrate the proper and safe handling of batteries and portable computer case assemblies with a built-in battery, and respond to events that involve these batteries
Explain why documentation is important to the service workflow.
Understand the components of clear, concise, and complete case notes and the negative impact of poor case notes.
Find and use any Apple products serial number to determine its level of coverage
Describe the importance of accurate troubleshooting to the business and the customer
Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques and first-level
evaluation and isolation skills
List the tools and resources that are available to help troubleshoot

Course Outline:
Customer Experience Skills and Managing Customer Expectations
Determining Service Levels
Documenting Customer Interactions
ESD Precautions
Recognizing Safety Issues
Embedded Battery Safety
Basic Troubleshooting



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Apple test

Apple Loop: Shock iPhone 12 particulars, huge iOS 14 problems, Macbook professional prolong | SVC-16A test Cram and boot camp

Taking a glance again at one other week of news and headlines from Cupertino, this week’s Apple Loop includes amazing iPhone 12 benchmarks, big issues with iOS 14, two new iPads, Apple ignores MacOS, the “first rate/stronger/most suitable” of the Apple Watch, the controversy around Apple One, and the Macs’ certainly not altering equipment system Preferences.

Apple Loop is right here to remind you of a few of the very many discussions that have happened round Apple over the last seven days (and you can examine my weekly digest of Android news here on Forbes).

simply How fast Is Your subsequent iPhone?

We could now not have viewed the iPhone 12 family unit as part of Apple’s digital September launch adventure this week, however they have seen the benchmarks pop up on the AnTuTu web page. That offers us a raw evaluation of the numbers from remaining year’s iPhone to this yr’s. Philip Michaels experiences some relatively stunning numbers:

"Leaked benchmarks from Antutu, purportedly showing off an iPhone 12 pro Max's efficiency, might also aid fill in one of the blanks. MySmartPrice spotted the leaked numbers, which declare to sing their own praises a tool with 6GB of RAM and 128GB of storage operating iOS 14.1.

“in accordance with the leaks, the iPhone 12 pro Max tallied a ranking of 572,333 on Antutu's test, which is a 9% profit over the iPhone eleven seasoned Max's 524,436 effect on the identical check. MySmartPrice says the iPhone 12 seasoned Max's pronounced tally may be the maximum ranking ever posted via an iPhone, which you'd hope on account that it be a new model.

greater at Tom’s e book.

BEIJING, CHINA - JULY 17: shoppers consult with the Apple new flagship keep at Sanlitun on July 17, 2020 ... [+] in Beijing, China. (image via VCG/VCG by means of Getty photos)

VCG by way of Getty photos

The massive difficulty With iOS 14

Apple may additionally not have introduced a release date for the iPhone, however it did announce the unlock date of iOS 14. And that has brought about issues. consistently Apple will supply a week’s value of ‘heads up’ time to developers so that it will make certain their apps are competent for the soar up to the next most important edition of iOS. no longer this yr… builders had below a days note, and they are not happy. Matt Binder reviews:

"“long past are the hopes of being on the save by the point users install the brand new iOS 14 and are seeking for new apps. gone is the probability to get some remaining-minute fixes into your current apps to make sure they don’t cease working outright by the point users get to upgrade their OS,” explained Steve [Troughton-Smith from high Caffeine content material.”

"“There are some developers who have spent all summer time working on whatever thing new, the usage of the latest applied sciences, hoping to be there on day one and participate in the exhilaration (and press coverage) of the new iOS,” he persisted. “for many of them, they’ll be enormously upset to have it end like this as a substitute of a victorious launch, and it could possibly dramatically reduce the quantity of insurance or income they receive.””

greater at Mashable.

Take Two tablets and get in touch with Your iPhone within the Morning

Taking the flagship spot far from the ‘lacking presumed having a great time’ iPhone 12 was Apple’s new iPad Air. Beating the smartphone because the first device with Apple’s new A14 ARM-primarily based processor. Samuel Axon and Jim Salter document for Ars Technica:

"The iPad Air gets the brand new A14 Bionic CPU, constructed on 5nm procedure know-how. it be a six-core CPU with two high-performance cores and four decrease-power, extra effective cores for simpler historical past projects. The A14 Bionic offers a 30 % GPU performance increase in comparison to previous generations, and Apple says it places up double the photographs efficiency of general laptops.”

As neatly because the increased vigour, 2020’s iPad Air has a brand new design; USB-C has been delivered, the bezels have been trimmed away, the domestic button has been eliminated, and TouchID has been built-in into the vigor button. It;s not the handiest new iPad, because the entry-level iPad moves up rom the A10 to the A12 Bionic processor. Benjamin Mayo studies:

“The leap from A10 to A12 potential Apple’s least expensive iPad will characteristic the Neural Engine for the first time. Apple says the A12 chip presents more than twice the performance of the top selling home windows laptop, 6x quicker than the good-selling Android pill and 6x quicker than the superior-selling Chromebook.

"The eighth-technology iPad maintains the equal price because the 7th-gen: that’s $329 for standard sale and $299 for schooling.”

extra at 9to5Mac.

Will Mac homeowners Be convinced With Safari After macOS prolong?

if you had been watching for MmcOS massive Sur to drop for your Mac or MacBook, then you are out of success. Apple's event saw updates to iOS, iPadOS, tvOS, and watchOS... but macOS has been delayed. The ‘huge Sur’ release continues to be sooner or later, however a small crumb (in all probability from a cookie) has been handed to Mac lovers in the kind of Safari 14, possibly to present go-OS aid with other gadgets. Juli Clover studies:

"Safari 14 brings more suitable performance, customizable delivery pages, a privateness report to see which go-web site trackers are being blocked, and a brand new tab bar design that provides tab previews so you can see what you have open at a look. these days’s update also gets rid of Adobe Flash."

more at MacRumors.

The Apple Watch Strikes Three 

Two new Apple Watch models have been launched, and because the Apple Watch sequence 3 remains, there is now a low-, a mid-, and a high-level smartwatch within the classic triplet that Apple was as soon as noted for. Todd Haselton looks over the sequence 6 Apple watch for CNBC, including the headline ‘well being’ facets:

"The collection 6 additionally has Apple’s most advanced sensors. you could run the ECG app for an electrocardiogram, as an example, a feature that’s no longer on the Apple Watch SE or series three. It’s additionally the best mannequin with the brand new blood-oxygen app. i tried that and it advised me my blood oxygen become 96%, which looks first rate.

“…Apple is cautious to explain that this isn’t a scientific device. which you could use it in case you’re inquisitive about your blood oxygen when you’re mountaineering at excessive altitudes, however Apple isn’t making any promises about detecting low oxygen if you get sick with coronavirus.”

in the meantime, Apple has introduced the ‘SE’ manufacturer to the Apple Watch, once again with the promise of a cheaper ‘mid-range’ slice of hardware that still provides the core Apple journey. Chris Velazco has spent a while with the wearable to try and figure out the place it fits into the portfolio:

"For one, the SE uses the same S5 gadget-in-kit (or SIP) that they received in remaining yr's collection 5, which in flip incorporates the identical twin-core processor as the sequence 4. in the meantime, Apple has confirmed that the SE has the equal compass and always-on altimeter because the collection 6, along with a really an identical monitor.

"From what i will inform, it's the equal bigger display they bought within the series 5, just with out the all the time-on functionality enabled. And while the sequence four was the primary Apple Watch to include coronary heart-sensing ECG guide, you without difficulty do not get that right here. Ditto for the series 6’s new blood oxygen size features." 

extra at Engadget.

Bouquets and Brickbats For Apple One 

also announced alongside Apple’s hardware, and maybe an indication of the place Apple desires to focus on the long run, had been new alternatives for the various subscription functions provided through Cupertino. Apple One takes the conventional options and bundles them together while offering a discount. Brian Heater experiences:

"It’s not quite mix and healthy yet, however there are three pricing tiers. individual offers Apple tune, television+, Arcade and iCloud for $15 a month. The family edition will get you those four services for $20 a month. For the hardcore, there’s the $30 a month Premier tier, which bundles iCloud, tune, tv+, Arcade, news+ and [the brand new carrier] fitness+.“

 “for those that were inserting off a given Apple subscription, this kind of bundle may certainly sweeten the pot — and make it even tougher for clients to escape the pull of the Apple software ecosystem.”

more at TechCrunch. Given Apple’s market position, using one carrier to pptentiallybolster an additional through a bundle has drawn the eye of the competitors. Spotify - which has already filed an anti-believe grievance with the eu commission against Apple - drew attention to the problem almost immediately ager the end of the adventure.

"once once more, Apple is the usage of its dominant position and unfair practices to drawback opponents and deprive buyers by favoring its personal functions. They name on competitors authorities to behave urgently to prevent Apple’s anti-competitive behavior, which if left unchecked, will cause irreparable hurt to the developer neighborhood and threaten their collective freedoms to pay attention, be taught, create, and connect."

extra on the Spotify observation at Apple Insider.

and at last…

The look of the MacOS user interface has developed on the grounds that OSX become announced in 2000. One enviornment has stayed exceptionally contestant, however the small alterations spotlight the considering in the back of the OS over the years.

"The interface begun glassy and skeuomorphic, mimicking the materials used on Macs. Over the many years, it went through massive revisions. One aspect that appears to have remained extraordinarily unchanged over the years is the device Preferences reveal.

“however, at a more in-depth look, we’ll see that this mundane part of the operating device has changed somewhat just a little and hides some fun easter eggs and surprises."

Arun Venkatesan has taken a better seem on his blog. 

Apple Loop brings you seven days price of highlights every weekend here on Forbes. Don’t overlook to follow me so you don’t pass over any insurance in the future. ultimate week’s Apple Loop may also be study right here, or this week’s version of Loop’s sister column, Android Circuit, is additionally available on Forbes.


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