RWST016

The start and end dates for any warranty coverage, including upgrades such as Lenovo Warranty Services, can be found how? (Select all that apply)

By using the Warranty Lookup feature on Lenovo's Support Site. AND By using the Warranty Lookup feature in the Service Portal.

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?

Disconnect the power cable

What is one of the first things a technician should do before servicing the system board in any Lenovo product?

Download and review the Hardware Maintenannce Manual (HMM)

When should Service Technicians wear an Electrostatic Discharge (ESD) wrist strap?

During any repairs

Where can the suggested path of study to prepare for the authorization exam be found?

Education Roadmaps

Which of the following once onsite is necessary for Service Technicians to comply with Customer Safety and Security Procedures? (Select all that apply)

Introduce themselves

Who is responsible for offering web-based training and testing, as well as being the central location for maintaining training records?

Lenovo Global Product Education OR Contact Center NOT Your Company NOT Profile Administrator

Service Technicians are expected to monitor which site to take service courses for new products?

Lenovo Learning

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?

Lenovo Solutions Center OR Windows Recovery

Where can a technician find the Hardware Maintenance Manual (HMM) for a particular Lenovo Computer?

Lenovo's Support Website

You are working on a Lenovo ThinkPad W541 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 W541 and you want to find training for this system. Where is the best place to find this training?

Lenovo.com OR LenovoServiceTraining.com OR YouTube

Which of the following statements are true about replacing the thermal compound on a laptop?

Spread the thermal compound until the entire surface is covered.

Which of these tools would be recommended for use in servicing Lenovo systems? (Select all that apply)

Spudger AND Screw driver AND Tweezers with ESD coating

The IdeaPad portfolio comprises of

Standard, thin and light, and gaming notebooks

Where is the Serial Number or SN found? (select all that apply)

In the BIOS system information tab

The Lenovo Support Site allows access to Maintenance Diskettes, tips, and known issues for contact centers. Which of the following best describes what you will need to access these?

A secure login

It is important to understand how to provide good customer service because

A customer is not someone to argue with.

Lenovo diagnostic tools include

All of the above

Lenovo's Corporate Social Responsibilities (CSR) include...

All of the above

Using problem determination, what actions can be used to fix a problem?

All of the above

If you are unable to suggest an exact solution to a customer, then you need to give good explanations to insistent customers on why you can't do something.

Brief and Relevant

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...

Apologize for the situation.

The Lenovo Learning website provides access to what resources? (Select all that apply)

Authorization Exams AND Training Courses

In order to disable the internal battery on a system, you must boot the system into which of the following?

BIOS Setup

What utilities are used to update a Lenovo branded system, after a system board has been replaced? (select all that apply)

BIOS update

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?

Boot sequence is set to boot from USB

You can use a Lenovo UEFI bootable USB for

Both 32-bit Atom and 64-bit processrs

Select the acceptable attire for an onsite Service Technician from the following list.

Business Casual Attire

Which of the following components retain data contents when the computer is shut down? (Select all that apply)

CD/DVD-ROM AND Hard Disk Drive AND USB Flash Drive

What will happen when you boot a computer with a failed CMOS battery?

CMOS Configuration information is lost

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?

CMOS battery OR Inverter OR Mini-PCI Card

Which of the following components is least likely to be replaced in a laptop?

CPU

When updating a system serial number, the information must be entered in what?

Capital letters

While talking to the customer, it is important that your tone of voice is

Concerned

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?

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

How do you enter BIOS Setup?

Continually tap F1 during system boot

New service videos are added to LenovoServiceTraining.com based off of what?

Customer demand OR Software Changes OR Mechanical Changes NOT Servicer Requests

Which of the following is not covered under a Lenovo Warranty? (Select all that apply)

Customer induced damage AND Loss of or damage to data

Which of the following should be the primary goal of a Lenovo service technician?

Customer satisfaction

When we are put in situations that are uncomfortable or upsetting to us, we tend to overlook the skills that we have learned, especially if the situation involves an angry or difficult customer. For this reason, we use a technique that makes it easy for us to remember the steps we need to take to stay calm and focused. This technique is abbreviated as...

DEFUSE

What are the two major different types of memory modules that will be found across Lenovo systems?

DIMMs and SO-DIMMs OR SIMMs and TransFlash OR SIMMs and SO-DIMMs

The Lenovo Support Site gives a technician access to which of the following? (Selet all that apply)

Device Drivers AND Hardware Maintenance Manuals AND Diagnostics

Which Windows feature allows you to view all devices, both internally and externally connected?

Device Manager

If a system has an internal battery, but no process to disable it, what should be done before servicing the system?

Disconnect the internal battery from the system board

When replacing a hard disk drive, which of the following should the technician do first?

Disconnect the PC from power

In the customer service technique, the first E of DEFUSE stands for

Empathize

What is the purpose of the notch in the memory module and the tab in the memory slot on the system board?

Ensure the module is installed properly

What is the quickest way to find system support content on the Lenovo Support site?

Enter the machine type and model into quick path

The Think brand is most popular among

Enterprise Customers

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?

Escalate the issue to the Contact Center for assistance on the best course of action.

Which feature of the Windows Operating System allows the user to view system event logs for troubleshooting and management purposes?

Event Viewer OR Device Manager OR Recovery Console

A Hardware Maintenance Manual (HMM) contains information on which of the following topics?

Hardware removal and replacement

BIOS is a form of _________ that provides support for all of the major hardware devices in a computer.

Firmware

You have just performed service to a Lenovo ThinkStation PC. Which things should you do before exiting the site? (Select all that apply)

Gather up all items you took onsite. AND Verify the problem is resolved.

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?

Good first impression

What is the most common type of storage drive?

Hard Disk Drive

Which document provides the list of correct tools to perform maintenance on a given Lenovo system?

Hardware Maintenace Manual (HMM)

Before showing up on-site to fix a Lenovo ThinkPad laptop, a technician should download which document that provides valuable information on error codes and parts lists, as well as removing and replacing FRUs?

Hardware Maintenance Manual (HMM)

Which of the following documents contains a detailed FRU list for a Lenovo computer?

Hardware Maintenance Manual (HMM)

Which of the following shows the list of components that must be removed before servicing the LCD panel?

Hardware Maintenance Manual (HMM)

A comprehensive list of system features and specifications can be found in which of the following documents?

Hardware Maintenance Manual (HMM) OR Quick Start Guide OR Warranty Documentation NOT Owner's Manual

Which document provides the list of parts that are classified as CRUs?

Hardware Maintenance Manual (HMM) OR User Guide OR Owner's Manual NOT Service and Support Guide

A secure login is required to access certain areas of the Lenovo Support site. Which of the following requires a secure login?

Hardware Maintenance Utilities

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)

Hardware maintenance utilities

The sub-brands under our consumer PC brand strategy include

IdeaPad, Yoga and IdeaCentre

What is the first step in problem determination?

Identify the Problem

Which of the following is a type of service upgrade that allows Lenovo customers to keep hard disk drives that may contain customer confidential or sensitive information, and leaves certain hard disk drives flagged as "customer retainable"?

Keep Your Drive Service

Which of the following is an example of a Customer Replaceable Unit (CRU) for a desktop computer.

Keyboard

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)

Labor Only AND Customer Limited Warranty

Of the following systems, which have cables that are MOST at risk of being damaged, if they are installed incorrectly? (Select all that apply)

Laptop AND Tablet

Which of the following systems have LCD panels that can be removed and replaced? (Select all that apply)

Laptop AND Tablet AND All-In-One

Our IdeaPad sub-brand encompasses

Laptops and tablets

Which type of ESD damage can decrease the long term lifespan of a computer component?

Latent

Which of the following storage devices plugs directly into a connector on the system board?

M.2 Solid State Drive

Which of the following must be used to update the serial number and machine type model number after the system board has been replaced?

Maintenance Utility or BIOS Update Utility

Where is RAM installed?

Memory sockets on Motherboard

What is the power connector on the Motherboard for the Power Supply called?

Molex

Which of the following should a technician check first before upgrading RAM in a workstation?

Motherboard specifications

Before replacing a FRU on any Lenovo system, you should always do which of the following?

NOT Remove all surrounding FRUs

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?

Network Password OR Power On Password OR Windows Password NOT POST Password

Before removing the defective part from a Lenovo computer system, where should you put the replacement part in preparation?

On top of the anti-static mat

Idea product warranties are typically which of the following?

One year for parts and labor

The Lenovo warranty covers which of the following?

Onsite repair service

Which of the following components can be found on a system board? (Select all that apply)

PCIe expansion slot AND CPU socket

Which of the following are part of the 5 Ps

Perform

What does PCIe stand for?

Peripheral Component Interconnect Express

Which of the following rules regarding proper dress code apply to all Lenovo Service Technicians? (Select all that apply)

Polo or button down shirts or blouses (Lenovo logos only) AND No Hats

What is the main purpose of the anti-static mat?

Portable anti-static workspace

A customer has a computer that is spontaneously rebooting, but is not giving a blue screen STOP error. Which component should you check FIRST?

Power Supply

If you don't have a field kit handy, constantly touching which components in the chassis will give you zero potential for ESD? (select all that apply)

Power Supply Case AND Bare metal on the inside of the chassis

Personal Systems Reference (PSREF) sheets reveal comprehensive information on the features and technical specifications of Lenovo products. What technical information is included in these sheets? (Select all that apply)

Processor AND Storage AND Memory

Select the correct description of a Customer Replaceable Unit(CRU)?

Replacement parts that are determined to be simple enough for a non-trained person to remove and replace.

Which of the following is a correct description of a CRU?

Replacement parts that are determined to be simple enough for a non-trained person to remove and replace.

Self Service Customer Replaceable Units (CRUs) enable Lenovo customers to quickly complete repairs by doing what?

Replacing the parts themselves

What is the next logical step for a Service Technician to complete after the customer has stated the problem?

Restate the problem to ensure clarity

Who provides the shipping container to the customer when a system needs to be shipped to the service depot?

Retailer OR Service technician OR Lenovo NOT Service provider

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)

Review the User Guide AND Review CRU videos on the Lenovo Service YouTube

The bootable CD version of Lenovo Linux diagnostics

Runs on all Lenovo ThinkPad, ThinkCentre, ThinkStation, ThinkServer, and IdeaPad systems

With Lenovo Solution Center you can

Scan hardware

Which of the following tools will likely be used the most out of your PC tool kit?

Screwdriver

What are the two types of Customer Replaceable Unit(CRU)? (Select all that apply)

Self-Service AND Optional Service

Users are responsible for replacing what types of parts?

Self-Service CRUs

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)

Serial number AND Machine type and model

What is the first phase of the Service Order Process?

Service Order Acknowledgement

Which of the following is the correct thermal paste to use on Lenovo systems?

Shin-Etsu Microsi X23-7783D

Professional behavior is an important factor when working as an Authorized Lenovo Technician. Which of the following is not considered professional behavior?

Smoking

Which of the following storage drives uses NAND memory instead of spinning magnetic platters?

Solid State Drive

What can you do to ensure that you do not forget how the cables are installed before you service a system?

Take a photograph

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?

The Customer

When replacing a memory module you should never touch...

The memory module contacts

In the ThinkPad Naming convention, the first number in E470 stands for

The screen size of the ThinkPad system OR None of the above OR The processor type of the ThinkPad system

While talking to the customer, pay attention to

The volume and inflection of your voice

The Lenovo Diagnostics Bootable USB can be booted by itself and tests hardware in what types of devices? (Select all that apply)

ThinkPad AND IdeaPad

Our mainstream products include

ThinkPad & ThinkCentre

Under the main umbrella brand of Lenovo, we have premium products, such as...

ThinkPad, ThinkCentre & Yoga

Which of the following systems may have an LCD panel that includes multiple parts combined into a single component? (Select all that apply)

Touch screen All-in-One OR Tablet OR Touch screen laptop NOT Non-touch screen laptop

An exceptional customer service experience is where the service provider tried to

Understand the customer and resolve the problem quickly and in a timely manner

We are creators of technology that stands out by being

Unexpected

The Lenovo Brand Strategy is about being

Unexpected and enabling progress in interesting ways OR Formulaic and boring OR Working towards an endpoint NOT Predictable

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?

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

You would run Lenovo bootable diagnostics when

You are able to boot your system but you encounter a blue screen error (BSOD)

Before beginning any repairs, which of the following should a Service Technician do?

Validate the Warranty

A user is explaining a problem they are having to a technician. During the explanation, the technician determines what the cause of the problem is. Which of the following should the technician do?

Wait until the user finishes their explanation and then offer advice

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?

Wait until you have finished the repair and are no longer on the job to return the call.

What question needs to be asked, after determining the component with a problem?

When does the issue occur?

Lenovo Solution Center is a diagnostic tool that can be run on what operating systems? (Select all that apply)

Windows AND Linux

Which of the following systems may have a tool-less removal system for the system board?

Workstation Tower

You would run UEFI bootable diagnostics when

You have a ThinkPad with a blue screen error

You would run UEFI bootable diagnostics when

You have a UEFI-enabled system

Which of the following cable management solutions can be found in desktop systems? (Select all that apply)

Zip ties AND Snap clips