Page 1 of 33
Lenovo Warranty Service Authorization
Exam ASP & Onsite (RWST217)
What utilities are used to update a Lenovo branded system, after a system
board has been replaced? (select all that apply) - answer-BIOS update
It is important to understand how to provide good customer service
because - answer-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) - answer-Zip ties
AND
Snap clips
Our mainstream products include - answer-ThinkPad & ThinkCentre
The Lenovo Brand Strategy is about being - answer-Unexpected and
enabling progress in interesting ways
OR
Formulaic and boring
OR
Working towards an endpoint
NOT
Predictable
, Page 2 of 33
Who provides the shipping container to the customer when a system
needs to be shipped to the service depot? - answer-Retailer
OR
Service technician
OR
Lenovo
NOT
Service provider
Which of the following statements are true about replacing the thermal
compound on a laptop? - answer-Spread the thermal compound until the
entire surface is covered.
What question needs to be asked, after determining the component with a
problem? - answer-When does the issue occur?
Which of the following is the correct thermal paste to use on Lenovo
systems? - answer-Shin-Etsu Microsi X23-7783D
What does PCIe stand for? - answer-Peripheral Component Interconnect
Express
Which of these tools would be recommended for use in servicing Lenovo
systems? (Select all that apply) - answer-Spudger
AND
Screw driver
AND
, Page 3 of 33
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? - answer-The Customer
In the customer service technique, the first E of DEFUSE stands for -
answer-Empathize
While talking to the customer, it is important that your tone of voice is -
answer-Concerned
Select the correct description of a Customer Replaceable Unit(CRU)? -
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? - answer-Hardware removal and replacement
Where is RAM installed? - 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? - answer-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) -
answer-Touch screen All-in-One
OR
, Page 4 of 33
Tablet
OR
Touch screen laptop
NOT
Non-touch screen laptop
You would run UEFI bootable diagnostics when - answer-You have a UEFI-
enabled system
What is the first step in problem determination? - answer-Identify the
Problem
What is the most common type of storage drive? - answer-Hard Disk
Drive
When replacing a memory module you should never touch... - answer-The
memory module contacts
You would run UEFI bootable diagnostics when - answer-You have a
ThinkPad with a blue screen error
The IdeaPad portfolio comprises of - answer-Standard, thin and light, and
gaming notebooks
We are creators of technology that stands out by being - answer-
Unexpected
Lenovo Warranty Service Authorization
Exam ASP & Onsite (RWST217)
What utilities are used to update a Lenovo branded system, after a system
board has been replaced? (select all that apply) - answer-BIOS update
It is important to understand how to provide good customer service
because - answer-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) - answer-Zip ties
AND
Snap clips
Our mainstream products include - answer-ThinkPad & ThinkCentre
The Lenovo Brand Strategy is about being - answer-Unexpected and
enabling progress in interesting ways
OR
Formulaic and boring
OR
Working towards an endpoint
NOT
Predictable
, Page 2 of 33
Who provides the shipping container to the customer when a system
needs to be shipped to the service depot? - answer-Retailer
OR
Service technician
OR
Lenovo
NOT
Service provider
Which of the following statements are true about replacing the thermal
compound on a laptop? - answer-Spread the thermal compound until the
entire surface is covered.
What question needs to be asked, after determining the component with a
problem? - answer-When does the issue occur?
Which of the following is the correct thermal paste to use on Lenovo
systems? - answer-Shin-Etsu Microsi X23-7783D
What does PCIe stand for? - answer-Peripheral Component Interconnect
Express
Which of these tools would be recommended for use in servicing Lenovo
systems? (Select all that apply) - answer-Spudger
AND
Screw driver
AND
, Page 3 of 33
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? - answer-The Customer
In the customer service technique, the first E of DEFUSE stands for -
answer-Empathize
While talking to the customer, it is important that your tone of voice is -
answer-Concerned
Select the correct description of a Customer Replaceable Unit(CRU)? -
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? - answer-Hardware removal and replacement
Where is RAM installed? - 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? - answer-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) -
answer-Touch screen All-in-One
OR
, Page 4 of 33
Tablet
OR
Touch screen laptop
NOT
Non-touch screen laptop
You would run UEFI bootable diagnostics when - answer-You have a UEFI-
enabled system
What is the first step in problem determination? - answer-Identify the
Problem
What is the most common type of storage drive? - answer-Hard Disk
Drive
When replacing a memory module you should never touch... - answer-The
memory module contacts
You would run UEFI bootable diagnostics when - answer-You have a
ThinkPad with a blue screen error
The IdeaPad portfolio comprises of - answer-Standard, thin and light, and
gaming notebooks
We are creators of technology that stands out by being - answer-
Unexpected
