WARRANTY SERVICE AUTHORIZATION EXAM ASP & ONSITE (RWST217), Exams of Service Management

Download WARRANTY SERVICE AUTHORIZATION EXAM ASP & ONSITE (RWST217) and more Exams Service Management in PDF only on Docsity! 1 | P a g e WARRANTY SERVICE AUTHORIZATION EXAM ASP & ONSITE (RWST217) Hardware Maintenance Manual (HMM) - ....ANSWER >>>>Which of the following shows the list of components that must be removed before servicing the LCD panel? The sudden flow of static charge from an object with a higher charge to an object with a lower charge. - ....ANSWER >>>>What is electrostatic discharge? Involving the customer in the solution process - ....ANSWER >>>>One key aspect of 2 | P a g e exceptional customer service is ______________. Disconnect the power cable - ....ANSWER >>>>A technician is about to open a desktop PC to replace a video card. He shuts down the computer, opens it, grounds himself with the ESD wrist strap, and begins to open the case. Which step did the technician forget to do? To create bootable diagnostics in Windows and Linux. - ....ANSWER >>>>What is the Bootable Generator used for? Continually tap F1 during system boot - ....ANSWER >>>>How do you enter BIOS Setup? DIMMs and SO-DIMMs - ....ANSWER >>>>What are the two major different types 5 | P a g e Customer experience - ....ANSWER >>>>Exceptional customer service creates exceptional ____________, leaving customers feeling positive and enthusastic about their interactions with Lenovo. Lenovo - ....ANSWER >>>>Who provides the shipping container to the customer when a system needs to be shipped to the service depot? Lenovo Learning - ....ANSWER >>>>Service Technicians are expected to monitor which site to take service courses for new products? User Guide Lenovo Service YouTube channel - ....ANSWER >>>>Which of the following are resources customers should use to resolve Lenovo product issues on their own? (Select all that apply) 6 | P a g e Isopropyl alcohol wipes or a cotton swab dipped in isopropyl alcohol - ....ANSWER >>>>Which method is suggested for the removal of thermal compound? Yoga - ....ANSWER >>>>Which Lenovo sub- brand should a customer search for to find products with four usage modes? To update the system after a system board has been replaced. - ....ANSWER >>>>The Maintenance Diskette is a Think Branded system board utility. What is it used for? diversity - ....ANSWER >>>>Which of the following is an important part of Lenovo's global culture? Screw kit - ....ANSWER >>>>You need to replace the system board in a notebook. 7 | P a g e Which of the following should be ordered along with the new system board to ensure that the threads of the screws will lock, once installed? technology - ....ANSWER >>>>Intelligent transformation means changing how customers interact with ___________ and the world around us. OneKey Recovery - ....ANSWER >>>>Which tool do Idea branded products use for recovery? Laptop Tablet - ....ANSWER >>>>Of the following systems, which have cables that are MOST at risk of being damaged, if they are installed incorrectly? (Select all that apply) 10 | P a g e One year for parts and labor - ....ANSWER >>>>Idea product warranties are typically for how long? Lenovo Vantage - ....ANSWER >>>>Which Lenovo preload software program is currently used to update drivers, run device diagnostics, request support, and discover apps, among other uses? Under the BIOS On the system label - ....ANSWER >>>>Which of the following are ways you can check the MTM? (select all that apply) Media containing a backup of the original factory condition or a favored condition of a computer. - ....ANSWER >>>>What are recovery media? 11 | P a g e personal - ....ANSWER >>>>Fill in the blank: Effective apologies are timely, ___________, non-defensive, and exercise caution. Wait until you have finished the repair and are no longer on the job to return the call. - ....ANSWER >>>>You are working onsite performing a repair on a Lenovo ThinkCentre. While you are performing the repair, you receive a phone call from a friend you are planning to spend the weekend with. What is the correct way to maintain professionalism and deal with the phone call? Customer Replaceable Units - ....ANSWER >>>>What are replacement parts that are determined to be simple enough for a non- trained person to remove and replace? ESD Mat - ....ANSWER >>>>You have just arrived on-site to perform a repair on a 12 | P a g e laptop. The office has carpeted flooring. Which of the following would best protect from random electrostatic discharge? Viruses and malware Registry problems Incompatible or defective hardware or software - ....ANSWER >>>>The Blue Screen of Death (BSoD) Stop Error usually occurs because of which of the following? (Select all that apply) Review the FRU process in the HMM - ....ANSWER >>>>Before replacing a FRU on any Lenovo system, you should always do which of the following? You help them feel validated and show that you are on their side - ....ANSWER >>>>Why does showing a customer empathy often help them calm down? 15 | P a g e chipset in a computer is to replace which component? Hardware removal and replacement - ....ANSWER >>>>A Hardware Maintenance Manual (HMM) contains information on which of the following topics? Safe Mode with Networking - ....ANSWER >>>>A computer cannot boot normally, but can boot in Safe Mode. Which of the following startup options will enable you to download needed updates to get the computer working properly again? During any repairs - ....ANSWER >>>>When should Service Technicians wear an Electrostatic Discharge (ESD) wrist strap? Calmly call them on their behavior - ....ANSWER >>>>If a customer begins to use 16 | P a g e obscene language or words, what should you do? Lenovo Learning - ....ANSWER >>>>You are working on a Lenovo ThinkPad P52 that will not connect to any wireless networks. You have determined that the problem is most likely a defective WLAN card. You have never worked on a system like the P52 and you want to find training for this system. Where is the best place to find this training? Not Sure on ANSWER, but it's not CMOS - ....ANSWER >>>>You have just replaced the screen on a laptop. When you boot the system for the first time, you notice that the screen has only a very faint image. You try adjusting brightness, but it does not change. Which of the following was most likely left disconnected during the repair? 17 | P a g e Verify the status of the warranty - ....ANSWER >>>>Before beginning any repairs, which of the following should a Service Technician do? No Hats Polo or button down shirts or blouses (no corporate logos except for Lenovo's) - ....ANSWER >>>>Which of the following rules regarding proper dress code apply to all Lenovo Service Technicians? (Select all that apply) Backlight - ....ANSWER >>>>Laptop screens are illuminated by which of the following components? Keep your work area neat and clean. - ....ANSWER >>>>You are working on a repair for a customer as part of an Onsite Service request. Which of the following should you 20 | P a g e Lenovo Support website - ....ANSWER >>>>Where can a technician find the Hardware Maintenance Manual (HMM) for a particular Lenovo Computer? Replacing the parts themselves - ....ANSWER >>>>Self Service Customer Replaceable Units (CRUs) enable Lenovo customers to quickly complete repairs by doing what? Keep Your Drive Service - ....ANSWER >>>>Which of the following is a type of service upgrade that allows Lenovo customers to keep their storage media after service? Onsite repair service - ....ANSWER >>>>The Lenovo warranty covers which of the following? 21 | P a g e Self-Service CRUs - ....ANSWER >>>>Users are responsible for replacing what types of parts? Escalate the issue to the Contact Center for assistance on the best course of action. - ....ANSWER >>>>You have been dispatched on a call to replace the main assembly board on a laptop. When you arrive onsite and start to do the repair, you notice the serial number does not match the information in the Service Order (SO). Which of the following is the best way to resolve the matter? Performing CRU replacements on their own. - ....ANSWER >>>>What can the Lenovo Service YouTube channel help customers with? Hardware Maintenance Manual (HMM) - ....ANSWER >>>>Which document provides the list of correct diagnostic tools and procedures for a given Lenovo system? 22 | P a g e One to three years for parts and labor - ....ANSWER >>>>Think product base warranty terms are typically for how long? The course landing page - ....ANSWER >>>>You have just enrolled in a course on Lenovo Learning. Where do you need to go to view course videos? Review CRU videos on the Lenovo Service YouTube channel Review the User Guide - ....ANSWER >>>>When a customer receives a self-service CRU part, what actions should they take before calling a help desk or taking their device to a service repair technician? (Select all that apply) Specifications for products and models launched since the previous update. -