Service Fundamentals and Apple Certified iOS Technician (ACiT) Certification
- 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 it's clear that the recommendation helps to solve the customer's 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 product's 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
- Identify and explore the controls on various iOS devices and practice navigating on them
- Identify the iOS devices that have Apple-specific components, such as NFC, the Secure Element, the motion coprocessor, and the Taptic Engine
- Describe various iOS features, including mailboxes and VIPs, audio source on iPhone, alerts and notifications, passcode options, and privacy settings
- Define and explore iOS services, such as Apple ID and its function within the Apple ecosystem, Find My iPhone, and iCloud and its associated services
- Describe the steps in the device setup and activation process, including any issues that may arise
- Describe the benefits of and requirements for iTunes and iCloud backups
- List common resolutions for battery-related issues
- Discuss how to use engaging questions to better troubleshoot a customer issue, including appropriate open and closed questions and overall logical question progression
- Describe how to use the tools and resources that are available to evaluate the device and issue
- Discuss specific questions that help to identify the problem category of a customer's issue (educational, environmental, software, or hardware opportunities)
- Use Apple documentation, approved tools, and appropriate service strategies to safely repair iPhone 5c, 5s, 6, 6 Plus, 6s, 6s Plus
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