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48.Acustomer states thathe cannotopen a Keynote file. Whatis themost effective question to ask him FIRST?
A. Can youopen any files?
B. Can you open other Keynote files?
C. Is yourMac connected to a network?
D. What version of Keynote are youusing?
49.To isolate a video problem as hardware or software on a Mac, which of the following steps should you try FIRST?
A. Replace the built-in display.
B. Reinstall the appropriate Mac OS.
C. Verify the hard disk with Disk First Aid.
D. Start up from a known-good startup volume.
Apple 9L0-010 Exam Skill Assessment Guide
Hardware Tools – 6 items
Given a hardware service repair and the correct Apple technical documentation for a specified
supported product, identify specialized tools/fixtures or procedures required to service that
Verify the functional state of the battery on a given Mac system.
Troubleshooting Theory – 10 items
Ask a customer relevant questions that will lead to a better understanding of his/her issue.
Use known-good hardware to isolate a given hardware issue.
Given a customer issue, identify the problem space that the issue exists within.
Given an identified and resolved issue, attempt to reproduce the issue to verify the resolution
with the customer until agreement is gained on that resolution.
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