Page |1
RWST016 Questions and Correct Answers/
Latest Update / Already Graded
Our mainstream products include
Ans: ThinkPad & ThinkCentre
The Lenovo Brand Strategy is about being
Ans: 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)
Ans: BIOS update
It is important to understand how to provide good customer service
because
Ans: A customer is not someone to argue with.
All rights reserved © 2025/ 2026 |
, Page |2
Which of the following cable management solutions can be found in
desktop systems? (Select all that apply)
Ans: Zip ties
AND
Snap clips
Who provides the shipping container to the customer when a system
needs to be shipped to the service depot?
Ans: Retailer
OR
Service technician
OR
Lenovo
NOT
Service provider
Which of the following statements are true about replacing the
thermal compound on a laptop?
Ans: Spread the thermal compound until the entire surface is
covered.
All rights reserved © 2025/ 2026 |
, Page |3
What question needs to be asked, after determining the component
with a problem?
Ans: When does the issue occur?
Which of the following is the correct thermal paste to use on Lenovo
systems?
Ans: Shin-Etsu Microsi X23-7783D
What does PCIe stand for?
Ans: Peripheral Component Interconnect Express
Which of these tools would be recommended for use in servicing
Lenovo systems? (Select all that apply)
Ans: Spudger
AND
Screw driver
AND
Tweezers with ESD coating
All rights reserved © 2025/ 2026 |
, Page |4
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?
Ans: The Customer
In the customer service technique, the first E of DEFUSE stands for
Ans: Empathize
While talking to the customer, it is important that your tone of voice is
Ans: Concerned
Select the correct description of a Customer Replaceable Unit(CRU)?
Ans: 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?
Ans: Hardware removal and replacement
Where is RAM installed?
All rights reserved © 2025/ 2026 |
RWST016 Questions and Correct Answers/
Latest Update / Already Graded
Our mainstream products include
Ans: ThinkPad & ThinkCentre
The Lenovo Brand Strategy is about being
Ans: 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)
Ans: BIOS update
It is important to understand how to provide good customer service
because
Ans: A customer is not someone to argue with.
All rights reserved © 2025/ 2026 |
, Page |2
Which of the following cable management solutions can be found in
desktop systems? (Select all that apply)
Ans: Zip ties
AND
Snap clips
Who provides the shipping container to the customer when a system
needs to be shipped to the service depot?
Ans: Retailer
OR
Service technician
OR
Lenovo
NOT
Service provider
Which of the following statements are true about replacing the
thermal compound on a laptop?
Ans: Spread the thermal compound until the entire surface is
covered.
All rights reserved © 2025/ 2026 |
, Page |3
What question needs to be asked, after determining the component
with a problem?
Ans: When does the issue occur?
Which of the following is the correct thermal paste to use on Lenovo
systems?
Ans: Shin-Etsu Microsi X23-7783D
What does PCIe stand for?
Ans: Peripheral Component Interconnect Express
Which of these tools would be recommended for use in servicing
Lenovo systems? (Select all that apply)
Ans: Spudger
AND
Screw driver
AND
Tweezers with ESD coating
All rights reserved © 2025/ 2026 |
, Page |4
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?
Ans: The Customer
In the customer service technique, the first E of DEFUSE stands for
Ans: Empathize
While talking to the customer, it is important that your tone of voice is
Ans: Concerned
Select the correct description of a Customer Replaceable Unit(CRU)?
Ans: 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?
Ans: Hardware removal and replacement
Where is RAM installed?
All rights reserved © 2025/ 2026 |
