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HP Servicing HP Desktops, Workstations and Notebooks Sample Questions:

1. Which disclosure level is specified in EF0012J according to the support communication code for indicating audiences?

A) The E is for external partners specifying that this communication is restricted from the general public and end users but is available to all external HP partners.
B) E is for everyone specifying that this communication is available to the general public and end users.
C) E is for enterprise specifying that this communication is available to enterprise-level customers (major accounts), enterprise-level service providers, HP employees, and channel partners.
D) E is for engineering specifying that this communication is HP confidential and limited to HP (badged) employees.

2. What should you do if your customer complains of a blurry display? (Select two.)

A) Ensure that HP AutoSharpen is enabled in the BIOS.
B) Scan for viruses that can affect the display.
C) Verify that ClearType is configured to on.
D) Ensure that the display resolution is configured correctly.
E) Check for screensaver applications that can affect the display.

3. Which service descriptions are true of HP's self-repair service? (Select two.)

A) The customer can choose to install the replacement parts and return the defective parts to HP, or the customer can have HP install and return parts for a fee.
B) HP provides remote diagnosis, picks-up the product for repair, and returns the product to the customer
C) HP pays for shipping the replacement parts, and the customer pays for return shipping of unused and defective parts.
D) HP provides remote diagnosis, remote remedy, and shipping of necessary repair parts to the customer. The customer is responsible for installing the parts and returning all defective and unused parts to HP.
E) HP pays for all parts and shipping.

4. What can you do to optimize communication over a wireless LAN?

A) Shut-down unused computers to open additional bandwidth for the troubled computers.
B) Use HP Wireless Assistant (HPWA) to boost the connection to the wireless adapter.
C) Place the antennas facing away from the user and free of obstructions.
D) Configure the wireless router for dual band 802.11n communication

5. What should a customer ship to HP when required to return a product for repair?

A) all components of the product including storage drives unless the storage includes sensitive data and the problem is not caused by the storage drives
B) the product with the hard drive, memory, and removable media removed as long as the removed parts are not defective
C) the entire product, including power supply, mouse, and case, so HP can ensure full functionality and product protection
D) the entire product along with the username and password so user information can be migrated to a new unit if the product cannot be repaired

Solutions:

Question # 1 Answer: D

Question # 2 Answer: D,E

Question # 3 Answer: D

Question # 4 Answer: D

Question # 5 Answer: B