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Terms in this set (148)
Our mainstream products include
ThinkPad & ThinkCentre
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
What utilities are used to update a Lenovo branded system, after a system board has been replaced? (select all that apply)
BIOS update
It is important to understand how to provide good customer service because
A customer is not someone to argue with.
Which of the following cable management solutions can be found in desktop systems? (Select all that apply)
Zip ties
AND
Snap clips
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
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.
What question needs to be asked, after determining the component with a problem?
When does the issue occur?
Which of the following is the correct thermal paste to use on Lenovo systems?
Shin-Etsu Microsi X23-7783D
What does PCIe stand for?
Peripheral Component Interconnect Express
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 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
In the customer service technique, the first E of DEFUSE stands for
Empathize
While talking to the customer, it is important that your tone of voice is
Concerned
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.
A Hardware Maintenance Manual (HMM) contains information on which of the following topics?
Hardware removal and replacement
Where is RAM installed?
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?
Take a photograph
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
You would run UEFI bootable diagnostics when
You have a UEFI-enabled system
What is the first step in problem determination?
Identify the Problem
What is the most common type of storage drive?
Hard Disk Drive
When replacing a memory module you should never touch...
The memory module contacts
You would run UEFI bootable diagnostics when
You have a ThinkPad with a blue screen error
The IdeaPad portfolio comprises of
Standard, thin and light, and gaming notebooks
We are creators of technology that stands out by being
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?
Maintenance Utility or BIOS Update Utility
When should Service Technicians wear an Electrostatic Discharge (ESD) wrist strap?
During any repairs
The sub-brands under our consumer PC brand strategy include
IdeaPad, Yoga and IdeaCentre
Which of the following systems may have a tool-less removal system for the system board?
Workstation Tower
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
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.
Where is the Serial Number or SN found? (select all that apply)
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?
BIOS Setup
While talking to the customer, pay attention to
The volume and inflection of your voice
The Think brand is most popular among
Enterprise Customers
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
Which of the following tools will likely be used the most out of your PC tool kit?
Screwdriver
BIOS is a form of _________ that provides support for all of the major hardware devices in a computer.
Firmware
How do you enter BIOS Setup?
Continually tap F1 during system boot
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
Which Windows feature allows you to view all devices, both internally and externally connected?
Device Manager
Which of the following shows the list of components that must be removed before servicing the LCD panel?
Hardware Maintenance Manual (HMM)
Which of the following storage devices plugs directly into a connector on the system board?
M.2 Solid State Drive
The bootable CD version of Lenovo Linux diagnostics
Runs on all Lenovo ThinkPad, ThinkCentre, ThinkStation, ThinkServer, and IdeaPad systems
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
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
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
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
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
Which of the following components is least likely to be replaced in a laptop?
CPU
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
Where can a technician find the Hardware Maintenance Manual (HMM) for a particular Lenovo Computer?
Lenovo's Support Website
You would run Lenovo bootable diagnostics when
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)
Serial number
AND
Machine type and model
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)
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
Users are responsible for replacing what types of parts?
Self-Service CRUs
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
What is the main purpose of the anti-static mat?
Portable anti-static workspace
When replacing a hard disk drive, which of the following should the technician do first?
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?
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)
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)
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?
Motherboard specifications
What will happen when you boot a computer with a failed CMOS battery?
CMOS Configuration information is lost
What is the quickest way to find system support content on the Lenovo Support site?
Enter the machine type and model into quick path
Which type of ESD damage can decrease the long term lifespan of a computer component?
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?
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)
Introduce themselves
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
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.
What are the two types of Customer Replaceable Unit(CRU)? (Select all that apply)
Self-Service
AND
Optional
Service
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
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
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
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
New service videos are added to LenovoServiceTraining.com based off of what?
Customer demand
OR
Software Changes
OR
Mechanical Changes
NOT
Servicer Requests
What is the first phase of the Service Order Process?
Service Order Acknowledgement
Which of the following documents contains a detailed FRU list for a Lenovo computer?
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?
Smoking
Which of the following should be the primary goal of a Lenovo service technician?
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?
Good first impression
Self Service Customer Replaceable Units (CRUs) enable Lenovo customers to quickly complete repairs by doing what?
Replacing the parts themselves
Select the acceptable attire for an onsite Service Technician from the following list.
Business Casual Attire
Service Technicians are expected to monitor which site to take service courses for new products?
Lenovo Learning
The Lenovo warranty covers which of the following?
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)
Labor Only
AND
Customer Limited
Warranty
Where can the suggested path of study to prepare for the authorization exam be found?
Education Roadmaps
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 are part of the 5 Ps
Perform
Which of the following components can be found on a system board? (Select all that apply)
PCIe expansion slot
AND
CPU socket
Our IdeaPad sub-brand encompasses
Laptops and tablets
Using problem determination, what actions can be used to fix a problem?
All of the above
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
What must be removed from the new LCD panel before reassembling the system?
...
Which of the following storage drives uses NAND memory instead of spinning magnetic platters?
Solid State Drive
Lenovo's Corporate Social Responsibilities (CSR) include...
All of the above
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
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
With Lenovo Solution Center you can
Scan hardware
Under the main umbrella brand of Lenovo, we have premium products, such as...
ThinkPad, ThinkCentre & Yoga
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
Which document provides the list of correct tools to perform maintenance on a given Lenovo system?
Hardware Maintenace Manual (HMM)
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
Lenovo diagnostic tools include
All of the above
You can use a Lenovo UEFI bootable USB for
Both 32-bit Atom and 64-bit processrs
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
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
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
Idea product warranties are typically which of the following?
One year for parts and labor
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
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
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
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)
Which of the following is an example of a Customer Replaceable Unit (CRU) for a desktop computer.
Keyboard
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
What is the power connector on the Motherboard for the Power Supply called?
Molex
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
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
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
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
The Lenovo Learning website provides access to what resources? (Select all that apply)
Authorization Exams
AND
Training
Courses
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
Before replacing a FRU on any Lenovo system, you should always do which of the following?
NOT
Remove all surrounding FRUs
Remove all surrounding FRUs
...
Lenovo Solution Center is a diagnostic tool that can be run on what operating systems? (Select all that apply)
Windows
AND
Linux
When updating a system serial number, the information must be entered in what?
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?
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?
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?
Validate the Warranty
Which of the following laptop cables are usually routed through a hinge assembly and into the base of the system?
...
In which form factor are you most likely to find DIMMs?
...
What method is recommended for applying thermal compound in desktop form factors?
...
What are some questions you can ask to determine when an issue occurs?
...
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?
...
You need to replace the system board in a notebook. 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?
...
Laptop screens are illuminated by which of the following components?
...
A PC technician's tool kit should include which of the following USB Type-C items? (Select all that apply)
...
A technician has just installed a network card on a computer running Windows 7. Which of the following should the technician do next to complete the installation?
...
In which systems are you most likely to see an M.2 Solid State Drive in place of a 2.5 inch or 3.5 inch storage drive?
...
You power on a PC, but instead of booting into the operating system, a program called ChkDsk begins to run. What is the most likely reason for this?
...
Which desktop systems have components stacked tightly together in a very small package, making it necessary to remove all other components before accessing the system board?
...
Which Windows Snap-In is used for analyzing and configuring hard disk drives?
...
Firmware is made up of which of the following? (Select all that apply)
...
Which hardware device on a motherboard can be updated through software?
...
Select the correct description of a Field Replaceable Unit(FRU)?
...
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Verified answer
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Verified answer
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