Apple Service Fundamentals

Apple Service Fundamentals Course Description

Duration: 3.00 days (24 hours)

Apple Service Fundamentals is a 3-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 Exam 2017, fulfills the prerequisite for Apple Certified Mac Technician (ACMT) 2017 and Apple Certified iOS Technician (ACiT) 2017 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.

Next Class Dates

Feb 7, 2018 – Feb 9, 2018
10:00 AM – 6:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Mar 21, 2018 – Mar 23, 2018
10:00 AM – 6:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018

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Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this Apple Service Fundamentals Course

  • » This course is intended for anyone wishing to become certified to repair iOS or macOS devices and is the pre-requisite for those programs.

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Apple Service Fundamentals Course Objectives

  • » 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

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Apple Service Fundamentals Course Outline

      1. Customer Experience Skills and Managing Customer Expectations
      2. Documenting Customer Interactions
      3. ESD Precautions
      4. Safety First
      5. Embedded Battery Safety
      6. Introduction to Service Guide
      7. Apple ID
      8. iOS and macOS Fundamentals
      9. Continuity
      10. Mail Basics
      11. Networking and iCloud Fundamentals
      12. Basic Troubleshooting
      13. Apple TV and tvOS
      14. HomeKit
      15. Apple Watch and watchOS
      16. Apple Pay
      17. Determining Warranty Coverage

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This training prepares students for the following exam(s):

  • » SVC-17A : Apple Service Fundamentals Exam

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Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Sam P.
- Team leader for the first undergraduate team to win the Duke Startup Challenge.
- Over 15 years of experience in the IT industry.
- NetCom Learning Instructor of the Year 2011.


Sam Polsky has spent his entire career in entrepreneurial pursuits, including such fields as biotechnology, software development, data management, and business process management. He began in entrepreneurship as team leader for the first undergraduate team to win the Duke Startup Challenge, a business development competition geared towards Duke Universitys various graduate schools.

Sam Polsky has since co-founded a consulting firm where he has been involved in software architecture, development and implementation. On top of that, Sam has been delivering acclaimed solutions in software architecture, development and implementation for over 15 years. He is a much-admired Subject Matter Expert and Trainer at NetCom Learning and was voted NetCom Learning Instructor of the Year 2011

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Client Testimonials & Reviews about their Learning Experience

We are passionate in delivering the best learning experience for our students and they are happy to share their learning experience with us.
Read what students had to say about their experience at NetCom.   Read student testimonials...

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