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QUESTION 26 Question: 26
A customer states that he cannot open an AppleWorks file. What is the most productive question to ask him FIRST?
A. Can you open any files?
B. Is your Mac connected to a network?
C. Can you open other AppleWorks files?
D. What version of AppleWorks are you using?

Correct Answer: C
QUESTION 27 Question: 27
A customer claims that her Mac cannot connect to her AirPort Express network at home. Which of the following would be the BEST question to ask her FIRST?

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QUESTION 12 Question: 12
You require additional information about a specific problem with a customer’s Mac. Which one of the following resources is the Apple-recommended choice for researching the problem?
A. Downloads
B. Discussions
C. User’s manual
D. Knowledge Base Correct Answer: D
QUESTION 13 Question: 13
A customer asks about RAM speed requirements to upgrade his Mac. What Apple resource should you refer this customer to?

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