ответы

1. What year was a product with the serial number CND4051234 built? Select the correct answer and

click Submit.

2002

2003

2004

2005

2. Which of the following are encoded in the model key?Select all that apply and click Submit.

Make and model

Product number

Components

Warranty

3. Can HP warranties be extended after a product is purchased? Select the correct answer and click

Submit.

Yes

No

Only if warranty protection is purchased at the time

Only third-party warranties can be extended

4. Which number would you use to order an upgrade? Select the correct answer and click Submit.

Option part number

Spare part number

Assembly part number

Serial number

5. A customer purchased an HP workstation in September 2007. Today is May 2009, and the customer needs to have the hard drive replaced on the notebook. The product carries a 3/3/3 warranty. Can you perform the service under the product warranty? Select the correct answer.

The product warranty for parts, labor, and onsite service has expired.

The warranty is still valid for parts, but not for labor or onsite service.

The warranty is valid for parts and labor only, and must be returned for repair.

The warranty is still valid for parts, labor, and onsite service.

6. A customer receives an overheat message from their HP desktop computer. What should you advise the customer to check first? Select the correct answer.

The computer completes the power on self test.

The computer has proper air flow and ventilation.

The computer has not been running processor intensive applications.

The customer has applied all required updates to the computer.

1. What is an important service impact of products that use DDR3 memory modules? Select the

correct answer and click Submit.

The modules are installed in a completely new way

The modules are much smaller in size than DDR2

The modules are not interchangeable with DDR2

Faulty DDR3 modules must be returned for testing

2. How does HP normally provide the operating system in an HP computer? Select the correct answer.

Pre-installed software with a full OEM license

Pre-loaded software with no license

Drop-in-Box software as a full product with a trial period

Pre-installed software with the trial period of the OEM license

3. What is an option called that a customer chooses when purchasing a system? Select the correct answer.

Configurable option

After market option

Third party option

Qualified option

1. What is the difference between the HP Docking Station and the HP Advanced Docking Station?

Select the correct answer.

Additional ports

MultiBay or Upgrade Bay

MultiPort support

Graphics adapter support

2. Which products can be fitted with a solenoid hood lock? Select all that apply and click Submit.

Desktops

Workstations

Thin clients

Notebooks

3. How is HP ProtectTools Embedded Security implemented on HP computers? Select the correct answer.

On a Mini-PCI card

On a PCI card

In a cryptoprocessor chip

In the processor

1. Which of these utilities allows you to run a HDD Drive Self Test? Select all that apply and click Submit.

Computer Setup

BIST

HP Insight Diagnostics

HP Instant Support Professional Edition

2. Which characteristics apply to the HDD Drive Self Test? Select all that apply and click Submit.

Operating system independent

Operating system dependant

Browser-based

Firmware-based

3. Which HP diagnostics utility can still be used if you cannot boot into Windows?Select the correct

answer and click Submit.

Instant Support Professional Edition

Battery Check

Help and Support Center

Insight Diagnostics

4. Which component is tested by the Built-in Self Test (BIST)?Select the correct answer and click

Submit.

Hard disk drive

Power supply

Memory

Battery

1.

2. What must you do before running the HP Battery Check? Select all that apply and click Submit.

Connect AC power

Disconnect AC power

Charge the secondary battery, if present

Remove the secondary battery, if present

1. Which of the following would be an example of starting with the simplest first in response to a Non-system disk error? Select the correct answer and click Submit.

Checking for a non-bootable media

Replacing the hard drive

Running diagnostics

Locating a bootable diskette

2. While executing the action plan, change more than one variable at a time to reduce troubleshooting time. Select the correct answer.

True

False

3. You have gathered the customer's preliminary information including who the customer is and the customer's environment. What should you also check?

Select all that apply and click Submit.

How many units are involved

If the customer's equipment is HP certified

When the trouble started and what changes, if any, were made

Which versions of hardware and software the customer is using

1. Before you start to troubleshoot, you should verify that the customer has met their responsibilities. What should you verify?

Select all that apply and click Submit.

That the customer has appropriately escalated the issue.

That the customer has the required tools on hand.

That the product has a supported operating system.

That a current antivirus software application is being used.

1. Data is lost if a drive fails in a RAID 1+0 configuration? Select the correct answer.

True

False

2. What should you always do before replacing a system board? Select all that apply and click Submit.

Clear CMOS

Remove power to the system

Save the BIOS settings to removable media

Update the BIOS

3. SCSI drives take precedence when used with IDE drives. Select the correct answer.

True

False

4. Booting from a MultiBay hard drive is not supported. Select the correct answer.

True

False

5. All PC card types can be used in any PC card slot. Select the correct answer.

True

False

6. A cover or access panel cannot be removed from a computer with the Smart Cover Lock enabled under what circumstances? Select all that apply and click Submit.

Unknown password

Power failure

Computer does not start up

Component failure (such as processor or power supply)

7. Where can you change the parallel port mode if you are having problems printing from your computer? Select the correct answer.

Printer control panel

BIOS Setup

Windows Control Panel

Diagnostics Configuration Record

8. Which of the following external environmental factors can affect a computer monitor? Select all that apply.

Other equipment on the same power circuit

Walls obstructing the signal

Wireless phones

Orientation of the computer

9. DDR and DDR-2 SDRAMM memory modules are interchangeable. Select the correct answer.

True

False

1. You are preparing to service an HP commercial notebook. What two steps should you take to protect yourself from electrical shock? Type your answer in the box, and then check it with the correct answer.

2. Which HP tool provides a simple way to download updates for HP computers?Select the correct answer.

HPQFlash

HP Backup and Recovery Manager

HP DMI Flash tool

HP SoftPaq Download Manager

3. What is the best way to decide what Windows patches are required on a computer?Select the correct answer.

Run QFE Update

Run Windows Update

Run Microsoft Hotfix

Run HP SoftPaq Download Manager

1. A customer reports a 162 - System options not set error. What might cause this error? Select the correct answer.

The CMOS battery has failed.

The hard disk drive cannot be detected.

Incorrect memory has been installed.

Default settings in F10 setup have been applied.

2. What must you always do after replacing a system board on a notebook? Select the correct answer and click Submit.

Reset CMOS

Reconfigure BIOS settings

Run the Startup tests

Reflash the DMI information

1. You are on a customer site and want to replace a disk drive. Which is the best method for you to contact HP support? Select the correct answer.

By telephone

By email

By the Channel Services Network website

Log a new call from the IT Resource Center

2. You have a call on a particular computer and need more information. Where would you find all available documentation, including service documentation, for each HP product? Select all that apply and click Submit.

HP Technical Support

HP PartSurfer

HP Channel Services Network

HP Instant Reference Guide

3. You need to order a replacement part, which of the following HP resources can you use to find the part number? Select all that apply and click Submit.

QuickSpecs

Maintenance and Service Guide

HP PartSurfer

User Guide

4. When troubleshooting, which of the following Support Communications would you check for the official HP resolution to a hardware or software issue?

Select the correct answer.

Service Advisories

Service Announcements

Service Notices

Service Program Announcements

5. Which resource could you use when removing and replacing a component in a customer computer? Select all that apply and click Submit.

Maintenance and Service Guide

QuickSpecs

Services Media Library

Service and support announcements

6. Which Support Communication describes a solution to an issue with the potential risk of bodily harm, equipment failure, data loss, or security vulnerability?Select the correct answer.

Advisory

Bulletin

Notice

Announcement

7. Where can you find information on the warranty of the computer you are working on? Select all that apply.

Channel Services Network

Maintenance and Service Guide

IT Resource Center

QuickSpecs

8. Which reference material contains error codes? Select all that apply.

Maintenance and Service Guide

Onsite Agent's Reference Set

QuickSpecs

Hardware Reference Manual

9. Where can you find video teardowns of all recent products? Select two.

HP New Product Training

HP Services Media Library

HP PartSurfer

HP QuickSpecs