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Apple Macintosh Service Certification Sample Questions:

1. Which of the following is a valid precaution you should take while working inside an iMac (27-inch, Mid 2010) system that is plugged into AC power but has not yet been powered on?

A) Avoid putting your fingers near the fans.
B) Make sure you are NOT wearing a grounded ESD wrist strap.
C) Do not touch the processor heat sink because it could burn your fingers.
D) Do not turn the unit upside-down.

2. A customer brings his MacBook Pro (17-inch Mid-2010) in for servicing. It is not functioning correctly and you suspect the machine has been damaged by the customer. As you inspect for accidental damage, you should open the lid and confirm that the hinges are working smoothly and inspect the LCD for scratches on the display coatings or cracks in the glass. You should also ____________________ and __________________. SELECT TWO

A) Look for cracks, dents or scratches on the exterior of the system
B) Check for any unusual odors coming from the system, which might indicate spill damage
C) Connect the system to external speakers to check for sound output
D) Open the hard disk drive to check for scratches or dust inside
E) Ask the customer to describe in detail how he abused his computer to the point that it no longer functions

3. Which of the following most accurately describes what happens during Safe Sleep activation in Mac portables?

A) The contents of RAM are written to hard disk before sleep.
B) The contents of RAM are written to NVRAM before sleep.
C) The contents of the hard disk are encrypted before sleep.
D) The contents of the hard disk are read into RAM before sleep.

4. Which of the following would be the most appropriate question to ask FIRST, when gathering
information from customers about a problem with their Apple product?

A) What operating system are you using?
B) What is the issue?
C) What steps have you taken to resolve the problem yourself?
D) Did you turn off the computer improperly?

5. How should you handle an embedded battery once it has been removed from a Mac Book Air (Late 2010)? SELECT TWO:

A) Use both hands.
B) By the edges.
C) Grasping the cells packs.
D) Compressing the top and bottom.
E) Use either needle-nose pliers or metal tongs.

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