Download Lenovo Warranty Service Authorization Exam ASP & Onsite (RWST217) and more Exams Service Management in PDF only on Docsity!
RWST016 EXAM 2025 VERIFIED QUESTIONS AND
CORRECT ANSWERS GRADED A
Our mainstream products include -CORRECT ANSWER>>
✔ ️ ThinkPad & ThinkCentre The Lenovo Brand Strategy is about being -CORRECT 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)
CORRECT ANSWER>> ✔BIOS update It is important to understand how to provide good customer service because -CORRECT 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) -CORRECT ANSWER>>
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️ Zip ties AND Snap clips Who provides the shipping container to the customer when a system needs to be shipped to the service depot? -CORRECT
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? -CORRECT ANSWER>> ✔Spread the thermal compound until the entire surface is covered. What question needs to be asked, after determining the component with a problem? -CORRECT ANSWER>> ✔When does the issue occur? Which of the following is the correct thermal paste to use on
Lenovo systems? -CORRECT ANSWER>> ✔Shin-Etsu Microsi X23-7783D
What does PCIe stand for? -CORRECT ANSWER>> ✔Peripheral Component Interconnect Express Which of these tools would be recommended for use in servicing Lenovo systems? (Select all that apply) -CORRECT ANSWER>>
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️ Take a photograph Which of the following systems may have an LCD panel that includes multiple parts combined into a single component?
(Select all that apply) -CORRECT ANSWER>> ✔Touch screen All in-One OR Tablet OR Touch screen laptop NOT Non-touch screen laptop You would run UEFI bootable diagnostics when -CORRECT
ANSWER ✔You have a UEFI-enabled system What is the first step in problem determination? -CORRECT
ANSWER ✔Identify the Problem What is the most common type of storage drive? -CORRECT
ANSWER ✔Hard Disk Drive When replacing a memory module you should never touch...
CORRECT ANSWER>> ✔The memory module contacts You would run UEFI bootable diagnostics when -CORRECT ANSWER ✔You have a ThinkPad with a blue screen error The IdeaPad portfolio comprises of -CORRECT ANSWER>>
✔ ️ Standard, thin and light, and gaming notebooks We are creators of technology that stands out by being
CORRECT 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? -CORRECT ANSWER>> ✔Maintenance Utility or BIOS Update Utility When should Service Technicians wear an Electrostatic
Discharge (ESD) wrist strap? -CORRECT ANSWER>> ✔During any repairs The sub-brands under our consumer PC brand strategy include
CORRECT ANSWER>> ✔IdeaPad, Yoga and IdeaCentre Which of the following systems may have a tool-less removal system for the system board? -CORRECT ANSWER>>
✔ ️ Workstation Tower An exceptional customer service experience is where the service provider tried to -CORRECT 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...
CORRECT ANSWER>> ✔Apologize for the situation. Where is the Serial Number or SN found? (select all that apply)
CORRECT 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? -CORRECT ANSWER>> ✔BIOS Setup
The bootable CD version of Lenovo Linux diagnostics -CORRECT
ANSWER ✔Runs on all Lenovo ThinkPad, ThinkCentre, ThinkStation, ThinkServer, and IdeaPad systems Before removing the defective part from a Lenovo computer system, where should you put the replacement part in preparation? - CORRECT ANSWER>> ✔On top of the anti-static mat If you are looking for training on a system you have never worked on and a product video is not available on LenovoServiceTraining.com what should you do? -CORRECT
ANSWER ✔Use a video with a previous version of the machine and the HMM OR Use a YouTube video OR Speak with your service manager NOT Request a new video from Lenovo Global Product Education A user has complained that their desktop computer will not boot. After inspection, you discover the user's USB key is attached. Of the following choices, which is the most likely cause? -CORRECT ANSWER ✔Boot sequence is set to boot from USB A comprehensive list of system features and specifications can be found in which of the following documents? -CORRECT
ANSWER ✔Hardware Maintenance Manual (HMM) OR Quick Start Guide OR
Warranty Documentation NOT Owner's Manual A laptop asks for a password every time it performs a POST. Which BIOS setting causes the laptop to prompt for a password at this time? -CORRECT ANSWER>> ✔Network Password OR Power On Password OR Windows Password NOT POST Password Which of the following components is least likely to be replaced in a
laptop? -CORRECT ANSWER>> ✔CPU
What is the next logical step for a Service Technician to complete after the customer has stated the problem? -CORRECT
ANSWER ✔Restate the problem to ensure clarity Where can a technician find the Hardware Maintenance Manual (HMM) for a particular Lenovo Computer? -CORRECT ANSWER>>
✔ ️ Lenovo's Support Website You would run Lenovo bootable diagnostics when -CORRECT
ANSWER ✔You are able to boot your system but you encounter a blue screen error (BSOD)
When replacing a hard disk drive, which of the following should the
technician do first? -CORRECT ANSWER>> ✔Disconnect the
PC from power You have just installed a new PCIe video card in a desktop system. When you power on the system, you discover that not all of the features are working correctly and the display resolution is very low. What should you do to fix this issue? -CORRECT
ANSWER ✔Configure the display settings in the OS OR Install the latest drivers for the video card NOT Power off the system and reseat the video card NOT Restart the system to see if it corrects itself The presence of a lock icon next to an item on the Lenovo Support site denotes a restricted document or utility. What information on Lenovo Support is considered restricted? (Select all that apply) - CORRECT ANSWER>> ✔Hardware maintenance utilities The start and end dates for any warranty coverage, including upgrades such as Lenovo Warranty Services, can be found how?
(Select all that apply) -CORRECT ANSWER>> ✔By using the Warranty Lookup feature on Lenovo's Support Site. AND By using the Warranty Lookup feature in the Service Portal. Which of the following should a technician check first before upgrading RAM in a workstation? -CORRECT ANSWER>>
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️ Motherboard specifications What will happen when you boot a computer with a failed CMOS battery?
-CORRECT ANSWER>> ✔CMOS Configuration
information is lost What is the quickest way to find system support content on the
Lenovo Support site? -CORRECT ANSWER>> ✔Enter the machine type and model into quick path Which type of ESD damage can decrease the long term lifespan of
a computer component? -CORRECT ANSWER>> ✔Latent
You are working onsite performing a repair on a Lenovo ThinkCentre. While you are performing the repair, you receive a phone call from a friend you are planning to spend the weekend with. What is the correct way to maintain professionalism and deal with the phone call? -CORRECT ANSWER>> ✔Wait until you have finished the repair and are no longer on the job to return the call. Which of the following once onsite is necessary for Service Technicians to comply with Customer Safety and Security Procedures? (Select all that apply) -CORRECT ANSWER>> ✔ ️ Introduce themselves The Lenovo Support Site gives a technician access to which of the following? (Selet all that apply) -CORRECT ANSWER>> ✔ ️ Device Drivers AND
User Guide OR Owner's Manual NOT Service and Support Guide Which of the following tools will allow you to load it onto a USB key to test systems in the event of a storage failure? -CORRECT
ANSWER ✔Lenovo Solutions Center OR Windows Recovery New service videos are added to LenovoServiceTraining.com based
off of what? -CORRECT ANSWER>> ✔Customer demand
OR Software Changes OR Mechanical Changes NOT Servicer Requests What is the first phase of the Service Order Process? -CORRECT
ANSWER ✔Service Order Acknowledgement Which of the following documents contains a detailed FRU list for a
Lenovo computer? -CORRECT ANSWER>> ✔Hardware
Maintenance Manual (HMM)
Professional behavior is an important factor when working as an Authorized Lenovo Technician. Which of the following is not considered professional behavior? -CORRECT ANSWER>>
✔ ️ Smoking Which of the following should be the primary goal of a Lenovo
service technician? -CORRECT ANSWER>> ✔Customer satisfaction
As a Service Technician, in many cases you will be a customer's first or only face-to-face interaction with a Lenovo employee. What is the best way to get things started on the right foot?
CORRECT ANSWER>> ✔Good first impression Self Service Customer Replaceable Units (CRUs) enable Lenovo customers to quickly complete repairs by doing what?
CORRECT ANSWER>> ✔Replacing the parts themselves Select the acceptable attire for an onsite Service Technician from the
following list. -CORRECT ANSWER>> ✔Business Casual
Attire Service Technicians are expected to monitor which site to take service courses for new products? -CORRECT ANSWER>> ✔ ️ Lenovo Learning The Lenovo warranty covers which of the following? -CORRECT
ANSWER ✔Onsite repair service
Using problem determination, what actions can be used to fix a problem?
-CORRECT ANSWER>> ✔All of the above
If you don't have a field kit handy, constantly touching which components in the chassis will give you zero potential for ESD?
(select all that apply) -CORRECT ANSWER>> ✔Power Supply Case AND Bare metal on the inside of the chassis Personal Systems Reference (PSREF) sheets reveal comprehensive information on the features and technical specifications of Lenovo products. What technical information is included in these sheets? (Select all that apply) -CORRECT
ANSWER ✔Processor AND Storage AND Memory What must be removed from the new LCD panel before reassembling
the system? -CORRECT ANSWER>> ✔
Which of the following storage drives uses NAND memory instead of
spinning magnetic platters? -CORRECT ANSWER>> ✔Solid
State Drive Lenovo's Corporate Social Responsibilities (CSR) include...
CORRECT ANSWER>> ✔All of the above
A technician is about to open a desktop PC to replace a video card. He shuts down the computer, opens it, grounds himself with the ESD wrist strap, and begins to open the case. Which step did the technician forget to do? -CORRECT ANSWER>> ✔Disconnect the power cable If a system has an internal battery, but no process to disable it, what should be done before servicing the system? -CORRECT
ANSWER ✔Disconnect the internal battery from the system board With Lenovo Solution Center you can -CORRECT ANSWER>>
✔ ️ Scan hardware Under the main umbrella brand of Lenovo, we have premium products,
such as... -CORRECT ANSWER>> ✔ThinkPad,
ThinkCentre & Yoga Which of the following rules regarding proper dress code apply to all Lenovo Service Technicians? (Select all that apply)
CORRECT ANSWER>> ✔Polo or button down shirts or blouses (Lenovo logos only) AND No Hats Which document provides the list of correct tools to perform maintenance on a given Lenovo system? -CORRECT ANSWER>> ✔ ️ Hardware Maintenace Manual (HMM) What are the two major different types of memory modules that will be found across Lenovo systems? -CORRECT ANSWER>> ✔
The processor type of the ThinkPad system Idea product warranties are typically which of the following?
CORRECT ANSWER>> ✔One year for parts and labor Which of the following systems have LCD panels that can be removed and replaced? (Select all that apply) -CORRECT
ANSWER ✔Laptop AND Tablet AND All-In-One When we are put in situations that are uncomfortable or upsetting to us, we tend to overlook the skills that we have learned, especially if the situation involves an angry or difficult customer. For this reason, we use a technique that makes it easy for us to remember the steps we need to take to stay calm and focused. This technique is abbreviated as... -CORRECT ANSWER>> ✔ ️ DEFUSE Of the following systems, which have cables that are MOST at risk of being damaged, if they are installed incorrectly? (Select all that apply) -CORRECT ANSWER>> ✔Laptop AND Tablet What is one of the first things a technician should do before servicing the system board in any Lenovo product? -CORRECT
ANSWER ✔Download and review the Hardware Maintenannce Manual (HMM) Which of the following is an example of a Customer Replaceable
Unit (CRU) for a desktop computer. -CORRECT ANSWER>>
✔ ️ Keyboard When a customer receives a Self-Service CRU part, what actions should they take before calling a help desk or taking their device to a service repair technician? (Select all that apply) -CORRECT
ANSWER ✔Review the User Guide AND Review CRU videos on the Lenovo Service YouTube What is the power connector on the Motherboard for the Power
Supply called? -CORRECT ANSWER>> ✔Molex Which feature of the Windows Operating System allows the user to view system event logs for troubleshooting and management purposes? -CORRECT ANSWER>> ✔Event Viewer OR Device Manager OR Recovery Console Which of the following components retain data contents when the computer is shut down? (Select all that apply) -CORRECT
ANSWER ✔CD/DVD-ROM AND Hard Disk Drive AND USB Flash Drive
