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HP Servicing HP Desktops, Workstations and Notebooks Sample Questions:

1. Which removable and replaceable wireless connectivity service modules are often found in HP products? (Select two.)

A) Logitech wireless mouse module
B) Wi-Fi (WLAN) module
C) HP ePrint wireless direct mobile printing
D) Wireless keyboard module
E) Bluetooth module

2. Which troubleshooting technique is useful for issues in all of these areas: system memory, system software, and system lockup?

A) Install HP Advanced System Diagnostics from a USB drive.
B) Check and remove third-party hardware, software, or peripherals.
C) Replace suspected malfunctioning components with known working components.
D) Run a BIOS system check.

3. How should you tighten screws while servicing HP notebooks?

A) Tighten screws minimally because notebooks must remain flexible to avoid breaking internal components
B) Tighten screws only until they are snug because over-tightening can strip threads or stress plastic components causing parts or boards to misalign
C) Place screws using a small amount of thermal grease to ensure that heat transfer does not cause the screws to expand and fuse to the rest of the assembly
D) Tighten screws as much as possible to ensure that they stay tight in tough situations where screws fall out and become lost

4. Which statement is true about replacing system boards?

A) You must back up the encryption keys, passwords, and other user credentials before replacing system boards that include the Trusted Platform Module (TPM).
B) You must update the BIOS with the correct licensing information when replacing system boards that are tied to individual or group licenses.
C) Replacing the system board typically includes moving items, such as CPUs, memory modules, heat sinks, fans, and RTC batteries, from the old board to the new board.
D) The system board replacement part includes the processor and the heat sink and must be replaced as a complete unit.

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

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

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