RWST016 Exam Study Guide 2024

RWST016 Exam Study Guide 2024


1. Our mainstream products include: ThinkPad & ThinkCentre
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2. The Lenovo Brand Strategy is about being: Unexpected and enabling progressin i
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nteresting ways s




OR
Formulaic and boring s s s




OR
Working towards an endpoint s s s s




NOT
Predictable
3. What utilities are used to update a Lenovo branded system, after a systembo
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ard has been replaced? (select all that apply): BIOS update
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4. It is important to understand how to provide good customer service be-
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cause: A customer is not someone to argue with.
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5. Which of the following cable management solutions can be found in desktopsy
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stems? (Select all that apply): Zip ties
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AND
Snap clips s




6. Who provides the shipping container to the customer when a system needsto
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be shipped to the service depot?: Retailer
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1s/s13

,OR
Service technician
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OR
Lenovo s




NOT
Service provider
s




7. Which of the following statements are true about replacing the thermal co
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mpound on a laptop?: Spread the thermal compound until the entire surfaceis cov
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ered.
8. What question needs to be asked, after determining the component with apr
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oblem?: When does the issue occur?
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9. Which of the following is the correct thermal paste to use on Lenovosy
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stems?: Shin-Etsu Microsi X23-7783D
s s s




10. What does PCIe stand for?: Peripheral Component Interconnect Express
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11. Which of these tools would be recommended for use in servicing Lenovosy
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stems? (Select all that apply): Spudger
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AND
Screw driver
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AND
Tweezers with ESD coating s s s




2s/s13

, 12. The Claim Administrator submits a new part claim for same day service thr
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ough the Service Portal. Who receives the part once it has been shipped?-
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: The Customer
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13. In the customer service technique, the first E of DEFUSE stands for: Em-
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pathize
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14. While talking to the customer, it is important that your tone of voiceis:
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Concerned
15. Select the correct description of a Customer Replaceable Unit(CRU)?: Re-
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placement parts that are determined to be simple enough for a non-
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trained personto remove and replace.
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16. A Hardware Maintenance Manual (HMM) contains information on which ofth
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e following topics?: Hardware removal and replacement
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17. Where is RAM installed?: Memory sockets on Motherboard
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18. What can you do to ensure that you do not forget how the cables areins
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talled before you service a system?: Take a photograph
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19. Which of the following systems may have an LCD panel that includes mul-
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tiple parts combined into a single component? (Select all that apply): Touch scr
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een All-in-One s




OR
Tablet s




OR
Touch screen laptop s s s




NOT
Non-touch screen laptop s s




20. You would run UEFI bootable diagnostics when: You have a UEFI-
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3s/s13