What is covered on 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.