RWST016 UPDATED SCRIPT 2026
PRACTICE SOLUTIONS GRADED A+
● 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?
● 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
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
PRACTICE SOLUTIONS GRADED A+
● 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?
● 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
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
