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HP Support Assistant Fundamentals 9.x
HP Support Assistant Fundamentals 9.x
x Fundamentals
Course Introduction
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Purpose and Target Audience
Purpose
Workingthe
Explain knowledge of: functions of HP
features and
•All Guided
agents
Support Troubleshooters
Assistant (HPSA) and how you
Target audience • HP
can usesupport
HPSA toprocess
solve customer issues
Prerequisites
Lesson One
Getting Started with HPSA
Lesson Objectives
Worldwide Support
NOTE: The splash screens is available for HPSA 9.4 version. For HPSA
9.5 (May release) users will be directly taken to the welcome screen.
Launching HPSA: Welcome Screen
13
Notification Icons
Recommended Restart
Important Critical
14
Checkpoint
HPSA ensures that the customer’s devices stay up to date with all relevant updates
Which HPSA page lists all your devices with their associated updates, support
option, messages, and so on?
Notification page
Home page
Help page
Device page
Lesson Two
HPSA Functions
Lesson Objectives
Receive update
Schedule update
Enable notification
20
Home Page: Support
The following support options are
available for a customer:
• Virtual Agent
• HP Support Forums
• HP Smart Friend Assistance
• Get phone number
• Service Center Locator
23
Home Page: Security
• The Security page shows Windows
security information.
• Information displayed in the Security card
of HPSA is useful in identifying key
settings and options.
Home Page: Specifications
• Specifications are split into several
hardware and software categories.
• The resources for each category,
including links to more information
and troubleshooting, are located to
the right of the page.
25
Home Page: Storage
• Important specifications for hard disk
drives can be found under Storage.
• This includes model information, total
storage capacity, and health.
26
Home Page: Warranty
• The warranty and service-related
information will display the warranty
status and warranty end date.
• The warranty end date is calculated
from the born-on date of the device.
This is the date the customer booted the
PC for the first time.
• The Additional information and services
disclaimer text is expandable.
27
Checkpoint
Fill in the blanks.
Important specifications for hard disk drives can be found under ___________.
Specifications
Troubleshooting
Storage
Messages
Checkpoint
Can you identify if the following statement is true or false?
HPSA includes troubleshooters that guide customers through steps involved to resolve issues.
True
False
Lesson Three
Contact Options
Lesson Objectives
35
Contact HP Support: Get Phone Number
• This support option requires the customer
to enter their contact information and a
brief description of the problem, and then
accept terms and conditions. After entering
all the details, the customer should click
Get Phone Number.
• A new text box will appear with the phone
number, product name, product number,
and serial number details.
Checkpoint
Can you identify if the following statement is true or false?
HPSA displays the support options regardless of the device model, country, and time of day.
True
False
Checkpoint
Which support option directs customers to the HP Support page on the Web?
HP Support Forum
Virtual Agent
Connectivity
status of the
system with the
network adapter
Internet
connectivity
Computer Information
The Computer information
section shows the network
information for the local system.
61
Operating System Check
62
Checkpoint
Which of the following reports the status of the network and provides tools to
resolve network problems?
HP Network Diagnostics
HP Action
HP Network Check
HP Connection Status
Checkpoint
Which of the following shows the current status for each diagnostic step as it runs?
HP Battery Check
HP Performance Check
Network status