======================================= HP Products

==================================

? - 1. To what does this refers to: "Specialized service for the lifecycle of their
investment"? =
- Service offering

? - 2. A customer spilled coffee on an HP notebook that has extended warranty. The

notebook fails to boot and requires several new parts. =
- The warranty is not affected if it includes coverage for accidental damage

O - 3. How are consumable items warrantied? =

- 1 year warranty or 3 years warranty or They have their own warranty

O - 4. Which of these HP resources let you view product details as shipped? =

- HP Serial Number Repository (SNR)

? - 5. Which of these description best describes the All-in-One PC? =

- Monitor is integrated in desktop PC housing

O - 6. Which of these items do you need to locate an HP product to view resources?

=
- Family, Model, and Series

? - 7. Which of these features apply to both detachable and convertible laptops? =

- Both can be operated as a tablet

O - 8. A warranty is listed as 1/1/1. What does this translate to for the customer?
=
- 1 year warranty in parts/ 1 year warranty labor/ 1 year warranty in on site

? - 9. Which HP communication is designated for HP internal and authorized service

partner use only? =
- Product bulletin

O - 10. Which of these are used by HP to denote different desktop types? =

- Traditional Tower
- Small Form Factor/Slimline
- Desktop mini
- Thin Client

===================================================================================
====

============================== HP Setup and Maintenance

===============================

O - 1. Where would you configure your monitor settings

- On-Screen Display(OSD)

O - 2. HP no longer provides recovery media on DVD with some regional exceptions.

If recovery media is no longer available and you need to reimage the PC, What
should you use
- HP Cloud Recovery Tool

O - 3. Select the items you need to clean the display monitor

- lint-free cloth & compressed air

O - 4. What is the best way to uninstall a newly-installed driver in Windows 10

 - Use the Driver rollback features from Windows Device Manager

O - 5. What is the recommended method for updating HP drivers or firmware

- Available from Windows Update

O - 6. Select the graphic that shows the Correct way to hold RAM
- X X hold in both sides
O X

O - 7. Select the graphic that shows the Correct way to position the notebook power
adapter
- O X

O - 8. Select the items that you must connect to the desktop or workstation out of
the box
- power cable, mouse/keyboard cables or receiver and display cable

===================================================================================
====

================================= HP Servicing Products

===============================

O - 1. When replacing a system board, you will need to program the DMI with
specific information. Which of the following in NOT needed
- BIOS Version

O - 2. Which of following is the most efficient method to locate the serial and
model number of a customer computer
- Locate the service tag on the desktop, workstation or notebook

O - 3. Always ensure the customer has all critical data backep up before re-imaging
or reformatting a storage drive
- True

O - 4. Match the item with the definition. Drag each item in the right columnto the
corresponding item in the left column
- Service tag => Contains product identifiers (SN/PN/MN)
- Feature Byte => Identifies the feature and software
configuration
- F1 system information => Displays HP setup in formation
- Serial Number Respository => The centralized system of reference for m...

O - 5. What should you check if a USB port that is designed to provide power to a
device, even when the PC is shut down, is not providing power when the PC is shut
down
- Make sure the feature is enabled in BIOS

O - 6. When handling components and modules during service, what are some
precautions you can take to avoid Electrostatic Discharge (ESD)
- All of the above
===================================================================================
=

================================ HP Troubleshooting
================================

Oo - 1. What should you do before you format a drive or restore an image

- Back up data
Oo - 2. When replacing a socketed CPU there are several critical aspects to ensure
proper placement and connectivity. Which aspect is depicted in the photo
- Align the processor with the correct orientation in the processor socket

Oo - 3. Which of these stage are part of the troubleshooting Methodology

- Select 1,3,4,5 = Evaluate..., Develop..., Implement..., Validate...

Oo - 4. After you replaced the system board on an HP Workstation, you customer asks
you to reconfigure the Hardware RAID. What you do first
- Enable RAID in the system BIOS

?o - 5. You are tasked with replacing the WWAN module on an HP Elitebook. What is
the first step you should take before performing the repair
- Ensure that you have an ESD wriststrap on

Oo - 6. Which electrostatic discharge (ESD) precaution should you take before

beginning to work on a computer
- Wear a wrist strap and ground to the common ground point

Oo - 7. What key do you press to access the Hp Startup Menu

- Esc

Oo - 8. You are repairing an HP notebook that uses several types of electronic

repair tapes. What should you be sure to do when servicing products that use
adhesives and tapes
- Replace the tape if it does not provide adequate adhesion during reassembly

?o - 9. To replace a customer's notebook battery which is connected to the board

with a cable, which of these tools are required
- A flat-bladed wooden stick

Oo - 10. You are trying to locate a part number for warranty replacement of a
faulty component. Which part number should you use
- Spare part number

Oo - 11. A customer calls, when they power up the computer, they get a blank
display after a series of audible beeps sound. Which one of these actions would be
valid for this situation
- Count the number of beeps heard after the computer is powered up

Oo - 12. You have replaced the system board in an HP PC. What you must do
- Use the HP System Board Configuration Tool to program the system board

O - 13. A customer calls and request that an HP service technician replace a

mandatory CSR part. What is the procedure for this
- The customer is charged travel and labor costs for the replacement

Oo - 14. Which statement is correct about the application of thermal grease after
processor replacement
- Apply the appropriate amount of grease (according to instruction) evenly
over the processor

? - 15. Which of these is a service considerations for a system with a TPM?

- They cannot be removed from the system board

Oo - 16. A common reason for replacing a system board occurs when. Select the
answer that completes the sentence
- Components are disconnected improperly leading to damage of the system
board

Oo - 17. Which of these utilities provides proactive features such as automated

updates
- HP Support Assistant

Oo - 18. You are replacing memory on a customer's computer and need to find the
correct part number for supported memory. Which resources provide this information?
(Select 2)
- HP Part Surfer & Channel Services Network

Oo - 19. You are replacing a hard drive in a customer's computer. Which resource
should you use to locate the most recent spare part number
- HP Part Surfer

?o - 20. A Customer call and requests that HP replace a part. After determing that
the part is under warranty. What would be your first step
- Validate that the original part is faulty

Oo - 21. What guidelines should you follow prior to ordering and installing memory
in an HP business PC or notebook
- Make sure the memory conforms to the PC's requirement for pairing, types,
and speed

Oo - 22. What step must you take if you replace the system board in a system in
which intel Optane is installed
- Enable Intel Optane in the BIOS before installing the storage drive and
Intel Optane Memory Card

?o - 23. If you replace a system board, which of these tools ships with the kit
- None

Oo - 24. A customer calls with issues with their hard drive. You run the Hard Drive
SMART test. What information from the test do you need to supply for the Case Notes
- Failure ID

O - 25. What is best method to isolate an issue to a specific component

-Access the HP Hardware Diagnostics for UEFI - Component Test

Oo - 26. Which statement is correct about the Feature Byte and Build ID
- They must be programmed into DMI after replacing a system board

O - 27. A customer calls and asks that you replace a part. What are some of the
methods you would use to determine that the part is faulty
- Check all
===================================================================================
====

===================================== HP Diagnostics
==================================

Module 1 ==============================================================
1. How can do you launch POST Diagnostics
- Press F2 during boot

2. if a component fails during POST, how will the system alert the user
- LED will flash and or Beep code will sound

3. What Tests are available in POST

 - All of the Above

Module 2 =============================================================
1. Power-On-Self-Test (POST) is included in HP Support Assistant
- False

2. Where can a customer contact HP Support agent in HPSA

- Support Resources

3. The Virtual Agent is an AI-driven bot that enables you to resolve common device
problems
- True

4. When running the HPSA Audio Check in the Fixes & Diagnostics card, if the audio
issues are not resolved, what do you click next to resolve the issue
- Unable to hear audio

5. Where can a user choose a weekly schedule to check for software updates
- Software update settings

6. In HP Support Assistant, automatic software updates is enabled by default

- False

7. HPSA 9.x Support which of the following operating systems

- Windows 10 & 11

Module 3 =============================================================
1. Can you update your BIOS in Windows Diagnostics
- Yes

2. Does Windows Diagnostics allow me to update drivers

- Yes

3. What happens after you run a test in Windows Diagnostics

- You will recieve a pass or failure ID

4. How does Windows Diagnostics test outside of the operating system

- On the main menu of Windows Diagnostics, there is an option to go directly
to the UEFI main menu screen to run tests outside of the Operating System

Module 4 =============================================================
1. What happens after you run a test in UEFI Diagnostics
- You will receive a pass or failure ID

2. There is no way to check BIOS version in UEFI Diagnostics

- False

3. You can create a case directly from UEFI Diagnostics

- True

4. UEFI Diagnostics runs outside of the operating system so that it can isolate
hardware failure from Issues that may be caused by the operating system or other
software/driver components
- True

5. Which function key in the Startup Menu launches the HP PC Hardware Diagnostic
UEFI utility
- F2

Module 5 =============================================================
1. What Test does the HP Vision Diagnostics Contain
- Memory(RAM), Video memory and Hard Drive DST/SMART

2. The HP 4-in1 USB Diagnostics key should be used to recover a corrupted BIOS
- True

3. HP Performance Advisory supports which product series

- Workstation