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If the battery inside an iPhone is dented, punctured, swollen, or otherwise damaged, which of the following is the proper next step to take?

A.

Reassemble the iPhone and replace whole unit.

B.

Reassemble the iPhone and return it to the customer.

C.

Turn on the device and run it until the battery is below 50 percent charge, then replace the battery carefully.

D.

Remove the battery carefully, then replace it.

Which of the following types of data are backed up to iCloud? (Choose two.)

A.

Touch ID Settings

B.

Device Settings

C.

Messages

D.

Apple Pay information and settings

E.

iCloud Music Library

Confrontational phrasing is always a mistake but some phrases are poorer than others. Which of the following confrontational phrases is most likely to cause a conflicted conversation?

A.

Your iPhone only has one speaker on the bottom.

B.

It turns out your iPhone only has one speaker on the bottom.

C.

There is just one speaker on the iPhone.

D.

You are wrong. Your iPhone only has one speaker on the bottom.

Which of the following is a valid ESD safety precaution?

A.

You should place ESD-sensitive circuits on top of metal work surfaces.

B.

Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.

C.

Do not wear polyester clothing while working on ESD sensitive components.

D.

Always handle logic board by grasping the heat sinks.

Which of the following is an ESD precaution that must be taken when working with Apple devices?

A.

Use polyester foam mats to ground the workbench.

B.

Do not place internal components on metal surfaces.

C.

Pick up circuit boards using their connectors.

D.

When handling internal components, wear synthetic materials.

In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?

A.

The technician is conducting a current test on a device.

B.

The technician is working on a device that is plugged in to AC power.

C.

The technician is cleaning the display on a device after reassembly.

D.

The technician is replacing a circuit board inside a device.

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.

How do you access Control Center from the home screen on an iPhone 8?

A.

Swipe from left to right.

B.

Swipe up from the bottom of the screen.

C.

Swipe from right to left.

D.

Swipe down from the top of the screen.

Please refer to the following information to answer the questions on the right.

Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.

Once Hannah returned home with the iMac, the sound issue occurred again.

Hannah has returned. She is angry and she is cursing at the technician.

From the following, which are part of the 5-step conflict resolution model? (Choose two.)

A.

“You are right, Hannah. I can see the repair history says you picked up the computer this morning.”

B.

"I understand your frustrations, Hannah. I would feel the same way if my computer was having the same issue after a repair. I am here to help."

C.

“I feel sorry for you. You had to drive all the way back here.”

D.

“Are you sure your children didn't do something to it?”

E.

“Is this really the same issue? Might it be a different issue?”

Which of the following statements is true about an actively swelling embedded battery?

A.

Actively swelling batteries are not considered a safety concern.

B.

Actively swelling batteries are likely caused by large amounts of liquid inside the batteries.

C.

Actively swelling batteries are unlikely to lead to thermal runaway.

D.

Actively swelling batteries are more likely to rupture and release gasses.