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HP Servicing HP Desktops, Workstations and Notebooks Sample Questions:

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

A) HP pays for all parts and shipping.
B) HP pays for shipping the replacement parts, and the customer pays for return shipping of unused and defective parts.
C) HP provides remote diagnosis, picks-up the product for repair, and returns the product to the customer
D) 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.
E) 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.

2. What is a Stock Keeping Unit (SKU)?

A) A number that identifies the entire preconfigured package as purchased by a customer
B) The factory basic build with all fixed components (modules) installed
C) A number that identifies a unit with all the options added but does not include service warranty 01 software
D) A number that identifies a unit that includes only standard configurations that are unchangeable and remain the same across regions

3. Which Linux operating system is typically installed on HP commercial notebooks?

A) Red Hat Linux, because it has the best technical paid and unpaid support
B) Ubuntu Linux, because it has the widest user adoption of all Linux distributions
C) SuSE Linux, because it is user friendly, well documented, and compact
D) FreeBSD, because it is the same operating system that Apple modified to create OS X

4. 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) Check for screensaver applications that can affect the display.
D) Verify that ClearType is configured to on.
E) Ensure that the display resolution is configured correctly.

5. You are having difficulty diagnosing a problem. You suspect a firmware issue that might be solved by a BIOS upgrade.
What should you do before performing the upgrade?

A) Export the certificates and encryption keys from the Trusted Platform Module (TPM) because a BIOS upgrade removes all certificates and keys.
B) Check the HP Website to see whether the BIOS update addresses the specific issue, and make sure the customer is okay with upgrading their BIOS.
C) Upgrade the BIOS right away because that tends to solve most problems in less time.
D) Download the HP BIOS compatibility utility, and run BIOS diagnostics.

Solutions: