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LENOVO WARRANTY SERVICE
AUTHORIZATION EXAM RWST016 EXAM
QUESTIONS AND CORRECT ANSWERS |
ALREADY GRADED A+ | LATEST VERSION
2024 (JUST RELEASED)
Lenovo Solution Center is a diagnostic tool that can be run on what operating systems? (Select all that apply) ------CORRECT ANSWER--------- ------Windows AND Linux When updating a system serial number, the information must be entered in what? ------CORRECT ANSWER---------------Capital letters 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? ------ CORRECT ANSWER---------------Escalate the issue to the Contact Center for assistance on the best course of action. Which of the following is a correct description of a CRU? ------CORRECT ANSWER---------------Replacement parts that are determined to be simple enough for a non-trained person to remove and replace.
Before beginning any repairs, which of the following should a Service Technician do? ------CORRECT ANSWER---------------Verify the status of the warranty Which of the following laptop cables are usually routed through a hinge assembly and into the base of the system? ------CORRECT ANSWER------- --------WLAN antenna cables In which form factor are you most likely to find DIMMs? ------CORRECT ANSWER---------------Workstations What method is recommended for applying thermal compound in desktop form factors? ------CORRECT ANSWER---------------Place a pea sized dab in the middle of the processor If a computer with an internal battery stops responding or cannot be powered off by pressing the power button, which of the following might help? ------CORRECT ANSWER---------------Insert a paperclip into the reset hole What is Lenovo Diagnostic Solutions? ------CORRECT ANSWER--------------
- A diagnostic tool that can be booted by itself on any Lenovo computer regardless of what operating system it has. What are two different types of questions that can be asked to gather specific information? ------CORRECT ANSWER---------------Open-ended and closed-ended
What are replacement parts that are determined to be simple enough for a non-trained person to remove and replace? ------CORRECT ANSWER------- --------Customer Replaceable Units What is the first phase of the Onsite Service process? ------CORRECT ANSWER---------------Service Acknowledgement Which resource should you use to find the download link for the SNPNMTM utility? ------CORRECT ANSWER---------------Lenovo Technical Support site What is electrostatic discharge? ------CORRECT ANSWER---------------The sudden flow of static charge from an object with a higher charge to an object with a lower charge. Personal Reference (PSREF) sheets are PDFs that provide full platform specifications and certifications. Typically, PSREF updates are released every three weeks. What do updates usually include? ------CORRECT ANSWER---------------Specifications for products and models launched since the previous update. What are replacement parts that must be removed and replaced by a trained technician? ------CORRECT ANSWER---------------Field Replaceable Units The Maintenance Diskette is a Think Branded system board utility. What is it used for? ------CORRECT ANSWER---------------To update the system after a system board has been replaced.
For ThinkCentre products, which form factor does a "z" on the end of a product name indicate? ------CORRECT ANSWER---------------All In One Why does showing a customer empathy often help them calm down? ------ CORRECT ANSWER---------------You help them feel validated and show that you are on their side Which of the following are ways you can check the MTM? (select all that apply) ------CORRECT ANSWER---------------Under the BIOS A On the system label Explanation of what you're going to do is one of the most important parts of interacting with an upset customer. Why? ------CORRECT ANSWER--------- ------You are working with the customer and giving them confidence in the fix Which Lenovo sub-brand should a customer search for to find products with four usage modes? ------CORRECT ANSWER---------------Yoga Intelligent transformation means changing how customers interact with ___________ and the world around us. ------CORRECT ANSWER------------ ---technology
Who provides the shipping container to the customer when a system needs to be shipped to the service depot? ------CORRECT ANSWER--------------- Service technician Which of the following statements are true about replacing the thermal compound on a laptop? ------CORRECT ANSWER---------------Spread the thermal compound until the entire surface is covered. What question needs to be asked, after determining the component with a problem? ------CORRECT ANSWER---------------When does the issue occur? Which of the following is the correct thermal paste to use on Lenovo systems? ------CORRECT ANSWER---------------Shin-Etsu Microsi X23- 7783D What does PCIe stand for? ------CORRECT ANSWER--------------- Peripheral Component Interconnect Express Which of these tools would be recommended for use in servicing Lenovo systems? (Select all that apply) ------CORRECT ANSWER--------------- Spudger AND Screw driver AND Tweezers with ESD coating
The Claim Administrator submits a new part claim for same day service through the Service Portal. Who receives the part once it has been shipped? ------CORRECT ANSWER---------------The Customer In the customer service technique, the first E of DEFUSE stands for ------ CORRECT ANSWER---------------Empathize While talking to the customer, it is important that your tone of voice is ------ CORRECT ANSWER---------------Concerned Select the correct description of a Customer Replaceable Unit(CRU)? ------ CORRECT ANSWER---------------Replacement parts that are determined to be simple enough for a non-trained person to remove and replace. A Hardware Maintenance Manual (HMM) contains information on which of the following topics? ------CORRECT ANSWER---------------Hardware removal and replacement Where is RAM installed? ------CORRECT ANSWER---------------Memory sockets on Motherboard What can you do to ensure that you do not forget how the cables are installed before you service a system? ------CORRECT ANSWER------------- --Take a photograph
We are creators of technology that stands out by being ------CORRECT ANSWER---------------Unexpected Which of the following must be used to update the serial number and machine type model number after the system board has been replaced? --- ---CORRECT ANSWER---------------Maintenance Utility or BIOS Update Utility When should Service Technicians wear an Electrostatic Discharge (ESD) wrist strap? ------CORRECT ANSWER---------------During any repairs The sub-brands under our consumer PC brand strategy include ------ CORRECT ANSWER---------------IdeaPad, Yoga and IdeaCentre Which of the following systems may have a tool-less removal system for the system board? ------CORRECT ANSWER---------------Workstation Tower An exceptional customer service experience is where the service provider tried to ------CORRECT ANSWER---------------Understand the customer and resolve the problem quickly and in a timely manner You meet a customer to repair their computer and the customer says, "I called up your Technical Support Center recently. I asked about a function that I was not able to get working. She said it would work and 30 minutes later, after trying many things, we got zero results." As a customer service
professional, you must... ------CORRECT ANSWER---------------Apologize for the situation. Where is the Serial Number or SN found? (select all that apply) ------ CORRECT ANSWER---------------In the BIOS system information tab In order to disable the internal battery on a system, you must boot the system into which of the following? ------CORRECT ANSWER--------------- BIOS Setup While talking to the customer, pay attention to ------CORRECT ANSWER--- ------------The volume and inflection of your voice The Think brand is most popular among ------CORRECT ANSWER----------- ----Enterprise Customers A secure login is required to access certain areas of the Lenovo Support site. Which of the following requires a secure login? ------CORRECT ANSWER---------------Recovery utility information Which of the following tools will likely be used the most out of your PC tool kit? ------CORRECT ANSWER---------------Screwdriver BIOS is a form of _________ that provides support for all of the major hardware devices in a computer. ------CORRECT ANSWER--------------- Firmware
Before removing the defective part from a Lenovo computer system, where should you put the replacement part in preparation? ------CORRECT ANSWER---------------On top of the anti-static mat If you are looking for training on a system you have never worked on and a product video is not available on LenovoServiceTraining.com what should you do? ------CORRECT ANSWER---------------Use a video with a previous version of the machine and the HMM OR Use a YouTube video OR Speak with your service manager NOT Request a new video from Lenovo Global Product Education A user has complained that their desktop computer will not boot. After inspection, you discover the user's USB key is attached. Of the following choices, which is the most likely cause? ------CORRECT ANSWER----------- ----Boot sequence is set to boot from USB A comprehensive list of system features and specifications can be found in which of the following documents? ------CORRECT ANSWER--------------- Hardware Maintenance Manual (HMM) OR Quick Start Guide OR Warranty Documentation NOT Owner's Manual
A laptop asks for a password every time it performs a POST. Which BIOS setting causes the laptop to prompt for a password at this time? ------ CORRECT ANSWER---------------Network Password OR Power On Password OR Windows Password NOT POST Password Which of the following components is least likely to be replaced in a laptop? ------CORRECT ANSWER---------------CPU What is the next logical step for a Service Technician to complete after the customer has stated the problem? ------CORRECT ANSWER--------------- Restate the problem to ensure clarity Where can a technician find the Hardware Maintenance Manual (HMM) for a particular Lenovo Computer? ------CORRECT ANSWER--------------- Lenovo's Support Website You would run Lenovo bootable diagnostics when ------CORRECT ANSWER---------------You are able to boot your system but you encounter a blue screen error (BSOD) After replacing the system board in a desktop, laptop, or tablet system, the system board utility must be used to update what? (Select all that apply) --- ---CORRECT ANSWER---------------Serial number AND Machine type and model
When replacing a hard disk drive, which of the following should the technician do first? ------CORRECT ANSWER---------------Disconnect the PC from power You have just installed a new PCIe video card in a desktop system. When you power on the system, you discover that not all of the features are working correctly and the display resolution is very low. What should you do to fix this issue? ------CORRECT ANSWER---------------Configure the display settings in the OS OR Install the latest drivers for the video card NOT Power off the system and reseat the video card NOT Restart the system to see if it corrects itself The presence of a lock icon next to an item on the Lenovo Support site denotes a restricted document or utility. What information on Lenovo Support is considered restricted? (Select all that apply) ------CORRECT ANSWER---------------Hardware maintenance utilities The start and end dates for any warranty coverage, including upgrades such as Lenovo Warranty Services, can be found how? (Select all that apply) ------CORRECT ANSWER---------------By using the Warranty Lookup feature on Lenovo's Support Site. AND By using the Warranty Lookup feature in the Service Portal. Which of the following should a technician check first before upgrading RAM in a workstation? ------CORRECT ANSWER---------------Motherboard specifications
What will happen when you boot a computer with a failed CMOS battery? -- ----CORRECT ANSWER---------------CMOS Configuration information is lost What is the quickest way to find system support content on the Lenovo Support site? ------CORRECT ANSWER---------------Enter the machine type and model into quick path Which type of ESD damage can decrease the long term lifespan of a computer component? ------CORRECT ANSWER---------------Latent 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? ------CORRECT ANSWER---------------Wait until you have finished the repair and are no longer on the job to return the call. Which of the following once onsite is necessary for Service Technicians to comply with Customer Safety and Security Procedures? (Select all that apply) ------CORRECT ANSWER---------------Introduce themselves The Lenovo Support Site gives a technician access to which of the following? (Selet all that apply) ------CORRECT ANSWER--------------- Device Drivers AND Hardware Maintenance Manuals AND Diagnostics
Owner's Manual NOT Service and Support Guide Which of the following tools will allow you to load it onto a USB key to test systems in the event of a storage failure? ------CORRECT ANSWER--------- ------Lenovo Solutions Center OR Windows Recovery New service videos are added to LenovoServiceTraining.com based off of what? ------CORRECT ANSWER---------------Customer demand OR Software Changes OR Mechanical Changes NOT Servicer Requests What is the first phase of the Service Order Process? ------CORRECT ANSWER---------------Service Order Acknowledgement Which of the following documents contains a detailed FRU list for a Lenovo computer? ------CORRECT ANSWER---------------Hardware Maintenance Manual (HMM) Professional behavior is an important factor when working as an Authorized Lenovo Technician. Which of the following is not considered professional behavior? ------CORRECT ANSWER---------------Smoking
Which of the following should be the primary goal of a Lenovo service technician? ------CORRECT ANSWER---------------Customer satisfaction As a Service Technician, in many cases you will be a customer's first or only face-to-face interaction with a Lenovo employee. What is the best way to get things started on the right foot? ------CORRECT ANSWER--------------
- Good first impression Self Service Customer Replaceable Units (CRUs) enable Lenovo customers to quickly complete repairs by doing what? ------CORRECT ANSWER---------------Replacing the parts themselves Select the acceptable attire for an onsite Service Technician from the following list. ------CORRECT ANSWER---------------Business Casual Attire Service Technicians are expected to monitor which site to take service courses for new products? - -----CORRECT ANSWER---------------Lenovo Learning The Lenovo warranty covers which of the following? ------CORRECT ANSWER---------------Onsite repair service When filling out a claim, you must choose a Service Type for the warranty services performed. Which of the following are valid service types? (Select all that apply) ------CORRECT ANSWER---------------Labor Only AND
