RWST016 EXAM COMPLETE
QUESTIONS & SOLUTIONS(RATED
A+)
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
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
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?
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
Which of the following must be used to update the serial number and machine type
model number after the system board has been replaced? - ANSWER Maintenance
Utility or BIOS Update Utility
When should Service Technicians wear an Electrostatic Discharge (ESD) wrist strap? -
ANSWER During any repairs
The sub-brands under our consumer PC brand strategy include - ANSWER IdeaPad,
Yoga and IdeaCentre
Which of the following systems may have a tool-less removal system for the system
board? - ANSWER Workstation Tower
An exceptional customer service experience is where the service provider tried to -
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... - ANSWER Apologize for
the situation.
Where is the Serial Number or SN found? (select all that apply) - 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? - ANSWER BIOS Setup
While talking to the customer, pay attention to - ANSWER The volume and inflection of
your voice
The Think brand is most popular among - 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? - ANSWER Hardware Maintenance Utilities
Which of the following tools will likely be used the most out of your PC tool kit? -
ANSWER Screwdriver
QUESTIONS & SOLUTIONS(RATED
A+)
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
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
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?
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
Which of the following must be used to update the serial number and machine type
model number after the system board has been replaced? - ANSWER Maintenance
Utility or BIOS Update Utility
When should Service Technicians wear an Electrostatic Discharge (ESD) wrist strap? -
ANSWER During any repairs
The sub-brands under our consumer PC brand strategy include - ANSWER IdeaPad,
Yoga and IdeaCentre
Which of the following systems may have a tool-less removal system for the system
board? - ANSWER Workstation Tower
An exceptional customer service experience is where the service provider tried to -
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... - ANSWER Apologize for
the situation.
Where is the Serial Number or SN found? (select all that apply) - 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? - ANSWER BIOS Setup
While talking to the customer, pay attention to - ANSWER The volume and inflection of
your voice
The Think brand is most popular among - 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? - ANSWER Hardware Maintenance Utilities
Which of the following tools will likely be used the most out of your PC tool kit? -
ANSWER Screwdriver
