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Reference: https://support.apple.com/en-us/HT205737
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service and Documentation | 20% | - Using Apple service manuals and resources - Parts management and warranty policies - Proper documentation and reporting |
| Topic 2: ESD Precautions | 20% | - Proper grounding and protection - Electrostatic discharge principles - ESD-safe work environment |
| Topic 3: Customer Experience | 20% | - Service process and support workflow - Communication and professional conduct - Understanding customer expectations |
| Topic 4: Safety | 20% | - Electrical and mechanical safety - Tool and equipment safety - Battery handling and safety guidelines |
| Topic 5: Basic Troubleshooting | 20% | - Networking and connectivity basics - iOS, iPadOS, and macOS fundamentals - Systematic troubleshooting methodology - Hardware and software issue identification |
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