LENOVO AUTHORIZED SERVICE TECHNICIAN
Official Certification Preparation Material
LENOVO
RWST016
WARRANTY SERVICE AUTHORIZATION EXAM
COMPLETE TEST BANK
EXAM TOPIC AREAS
✦ Lenovo Brand Strategy & Product Portfolio
✦ Customer Service Excellence & DEFUSE Technique
✦ Hardware Maintenance Manual (HMM) & FRU/CRU
✦ ESD Safety, Tools & Service Best Practices
✦ BIOS, Diagnostics & System Board Utilities
✦ Warranty Coverage, Service Types & Claim Process
✦ Storage, Memory & System Component Knowledge
✦ Lenovo Support Site & Training Resources
130+ Questions | Multiple Choice & Select All That Apply
■ NOTE: Answers marked with OR indicate acceptable alternatives.
Answers marked with NOT indicate incorrect/excluded options.
Lenovo Authorized Service · For Study Purposes Only
,RWST016 — LENOVO WARRANTY SERVICE AUTHORIZATION EXAM TEST BANK
QUESTIONS & ANSWERS (Q1 – Q130+)
Q1. Our mainstream products include:
■ ANSWER: ThinkPad & ThinkCentre.
Q2. The Lenovo Brand Strategy is about being:
■ ANSWER: Unexpected and enabling progress in interesting ways. (NOT: Formulaic and boring / Predictable /
Working towards an endpoint)
Q3. What utilities are used to update a Lenovo branded system after a system board has been replaced?
(Select all that apply)
■ ANSWER: BIOS Update.
Q4. It is important to understand how to provide good customer service because:
■ ANSWER: A customer is not someone to argue with.
Q5. Which of the following cable management solutions can be found in desktop systems? (Select all that
apply)
■ ANSWER: Zip ties AND Snap clips.
Q6. Who provides the shipping container to the customer when a system needs to be shipped to the service
depot?
■ ANSWER: Lenovo. (NOT: Retailer / Service technician / Service provider)
Q7. 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.
Q8. What question needs to be asked after determining the component with a problem?
■ ANSWER: When does the issue occur?
Q9. Which of the following is the correct thermal paste to use on Lenovo systems?
■ ANSWER: Shin-Etsu Microsi X23-7783D.
Q1 What does PCIe stand for?
0.
■ ANSWER: Peripheral Component Interconnect Express.
Lenovo Authorized Service | Confidential Study Material Page 2
, RWST016 — LENOVO WARRANTY SERVICE AUTHORIZATION EXAM TEST BANK
Q1 Which of these tools would be recommended for use in servicing Lenovo systems? (Select all that apply)
1.
■ ANSWER: Spudger AND Screwdriver AND Tweezers with ESD coating.
Q1 The Claim Administrator submits a new part claim for same day service through the Service Portal. Who
2. receives the part once it has been shipped?
■ ANSWER: The Customer.
Q1 In the customer service technique, the first E of DEFUSE stands for:
3.
■ ANSWER: Empathize.
Q1 While talking to the customer, it is important that your tone of voice is:
4.
■ ANSWER: Concerned.
Q1 Select the correct description of a Customer Replaceable Unit (CRU).
5.
■ ANSWER: Replacement parts that are determined to be simple enough for a non-trained person to remove and
replace.
Q1 A Hardware Maintenance Manual (HMM) contains information on which of the following topics?
6.
■ ANSWER: Hardware removal and replacement.
Q1 Where is RAM installed?
7.
■ ANSWER: Memory sockets on the Motherboard.
Q1 What can you do to ensure that you do not forget how the cables are installed before you service a system?
8.
■ ANSWER: Take a photograph.
Q1 Which of the following systems may have an LCD panel that includes multiple parts combined into a single
9. component? (Select all that apply)
■ ANSWER: Touch screen All-in-One OR Tablet OR Touch screen laptop. (NOT: Non-touch screen laptop)
Lenovo Authorized Service | Confidential Study Material Page 3
Official Certification Preparation Material
LENOVO
RWST016
WARRANTY SERVICE AUTHORIZATION EXAM
COMPLETE TEST BANK
EXAM TOPIC AREAS
✦ Lenovo Brand Strategy & Product Portfolio
✦ Customer Service Excellence & DEFUSE Technique
✦ Hardware Maintenance Manual (HMM) & FRU/CRU
✦ ESD Safety, Tools & Service Best Practices
✦ BIOS, Diagnostics & System Board Utilities
✦ Warranty Coverage, Service Types & Claim Process
✦ Storage, Memory & System Component Knowledge
✦ Lenovo Support Site & Training Resources
130+ Questions | Multiple Choice & Select All That Apply
■ NOTE: Answers marked with OR indicate acceptable alternatives.
Answers marked with NOT indicate incorrect/excluded options.
Lenovo Authorized Service · For Study Purposes Only
,RWST016 — LENOVO WARRANTY SERVICE AUTHORIZATION EXAM TEST BANK
QUESTIONS & ANSWERS (Q1 – Q130+)
Q1. Our mainstream products include:
■ ANSWER: ThinkPad & ThinkCentre.
Q2. The Lenovo Brand Strategy is about being:
■ ANSWER: Unexpected and enabling progress in interesting ways. (NOT: Formulaic and boring / Predictable /
Working towards an endpoint)
Q3. What utilities are used to update a Lenovo branded system after a system board has been replaced?
(Select all that apply)
■ ANSWER: BIOS Update.
Q4. It is important to understand how to provide good customer service because:
■ ANSWER: A customer is not someone to argue with.
Q5. Which of the following cable management solutions can be found in desktop systems? (Select all that
apply)
■ ANSWER: Zip ties AND Snap clips.
Q6. Who provides the shipping container to the customer when a system needs to be shipped to the service
depot?
■ ANSWER: Lenovo. (NOT: Retailer / Service technician / Service provider)
Q7. 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.
Q8. What question needs to be asked after determining the component with a problem?
■ ANSWER: When does the issue occur?
Q9. Which of the following is the correct thermal paste to use on Lenovo systems?
■ ANSWER: Shin-Etsu Microsi X23-7783D.
Q1 What does PCIe stand for?
0.
■ ANSWER: Peripheral Component Interconnect Express.
Lenovo Authorized Service | Confidential Study Material Page 2
, RWST016 — LENOVO WARRANTY SERVICE AUTHORIZATION EXAM TEST BANK
Q1 Which of these tools would be recommended for use in servicing Lenovo systems? (Select all that apply)
1.
■ ANSWER: Spudger AND Screwdriver AND Tweezers with ESD coating.
Q1 The Claim Administrator submits a new part claim for same day service through the Service Portal. Who
2. receives the part once it has been shipped?
■ ANSWER: The Customer.
Q1 In the customer service technique, the first E of DEFUSE stands for:
3.
■ ANSWER: Empathize.
Q1 While talking to the customer, it is important that your tone of voice is:
4.
■ ANSWER: Concerned.
Q1 Select the correct description of a Customer Replaceable Unit (CRU).
5.
■ ANSWER: Replacement parts that are determined to be simple enough for a non-trained person to remove and
replace.
Q1 A Hardware Maintenance Manual (HMM) contains information on which of the following topics?
6.
■ ANSWER: Hardware removal and replacement.
Q1 Where is RAM installed?
7.
■ ANSWER: Memory sockets on the Motherboard.
Q1 What can you do to ensure that you do not forget how the cables are installed before you service a system?
8.
■ ANSWER: Take a photograph.
Q1 Which of the following systems may have an LCD panel that includes multiple parts combined into a single
9. component? (Select all that apply)
■ ANSWER: Touch screen All-in-One OR Tablet OR Touch screen laptop. (NOT: Non-touch screen laptop)
Lenovo Authorized Service | Confidential Study Material Page 3
