Dell CTS Test Trivia Questions! Quiz

30 Questions | Total Attempts: 130

SettingsSettingsSettings
Please wait...
Dell CTS Test Trivia Questions! Quiz

This quiz aims to check the basic process knowledge and technical proficiency required in an individual as a preliminary skill-set to qualify for Dell CTS TQ.


Questions and Answers
  • 1. 
    Mike calls in Dell Tech Support on 9/21/09 complaining about his Dell Inspiron 1545 system. He said that he accidentally spilled Coffee on his system while working and now the system is giving problems. He has got a valid Next Business Day and Limited Phone Support warranty but NO Complete Care. The Inv Date for the system is 9/12/09. What seems to be the best option?
    • A. 

      Pull the system to depot for repairs under CC

    • B. 

      Dispatch an Onsite technician to replace the motherboard

    • C. 

      Transfer the customer to OWR for repairs.

    • D. 

      Give a complete System Exchange to the customer since the computer is within 21 days.

  • 2. 
    Lifetime Phone Support is available to systems ______________________________
    • A. 

      Shipped after 9/24/2004

    • B. 

      Shipped before 9/24/2004

    • C. 

      Shipped on or before 9/28/2009

    • D. 

      Shipped before 9/28/2004

  • 3. 
    Name the keys to "Enter BIOS", "Enter one-time boot menu", and "Enter Windows advanced boot menu" on Dell computers in the correct order.
    • A. 

      F2, F12, F8

    • B. 

      F2, F8, F12

    • C. 

      F12, F2, F8

    • D. 

      F2, Ctrl + F11, F12

    • E. 

      F2, F12, F11

  • 4. 
    Amit is an agent in Dell Tech Support. He got a call where customer reported fire from the computer. He consulted his L2 and decided to capture the system under Safety Hazard policy in DSN. What should he do next?
    • A. 

      Issue a SVC CALL and create SYS EXG

    • B. 

      Issue a NON-SVC CALL and create SYS EXG

    • C. 

      Send an empty box to capture the system to depot

    • D. 

      Inform the customer that "Fire is not covered under Complete Care warranty of his Computer"

  • 5. 
    OS/Drivers CDs are dispatched as ______
    • A. 

      EXG

    • B. 

      POS

    • C. 

      NBD

    • D. 

      CCC

  • 6. 
    Dell Tech Support: "The next step that we are going to attempt will take approximately 10-15 mins and your Vista computer will be as good as new. However, you will be losing all data from your system."Customer: "Okay"What is the Dell Tech Support agent talking about?
    • A. 

      System Restore using the F8 menu

    • B. 

      PCRestore using Ctrl + F11 keyboard shortcut

    • C. 

      Dell Factory Image Restore using F8 menu

    • D. 

      Windows Complete PC Restore using F8 menu

  • 7. 
    A customer has purchased a system from Dell Inspiron 9300 on 8/29/2004 and calls in Tech Support with a problem with his computer. The Entitlements tab on his Svc Tag in Delta DOES NOT show the field for "Limited Phone Support". What's you work flow?
    • A. 

      Charge him $49 for EWS, troubleshoot and Transfer to OWR for any H/w replacements.

    • B. 

      Provide him free support, troubleshoot and ask him to contact a local technician for any H/w replacements.

    • C. 

      Charge him $49 for EWS, troubleshoot and Dispatch parts required for replacements.

    • D. 

      Provide him free support, troubleshoot and Transfer to OWR for any H/w replacements.

    • E. 

      Tell the customer that we do not support these products anymore and Transfer him to Sales to buy a new computer.

  • 8. 
    Which of these are typically "a CRU" on Dell portable computers?
    • A. 

      Hard Drive

    • B. 

      Optical Drive

    • C. 

      Mouse (Touchpad)

    • D. 

      Keyboard

  • 9. 
    A customer wants the replacement parts to be sent to a different address than he usually lives at. Where do we update the address?
    • A. 

      On Service Location field in Siebel

    • B. 

      On Dispatch Address Information screen in Dellserv

    • C. 

      On Shipping Address field in IDD Symphony

    • D. 

      Ask the customer to come back to his usual residential address and call back for DPS

  • 10. 
    You happen to get a customer open the tower of his Dell Desktop computer. He describes a circuit board which is almost 5-6 inches long, is fixed on a huge board, has no cables or wires attached to it, and has a fan on one of it's side. What is he referring to?
    • A. 

      Motherboard

    • B. 

      Memory Modules

    • C. 

      Video Card

    • D. 

      Power Supply Unit

  • 11. 
    What CO# does CTS support?
    • A. 

      9,13,19,22,29

    • B. 

      9,13,19,23,27

    • C. 

      9,13,17,19,23

    • D. 

      9,17,19,22,29

  • 12. 
    Which of these are valid examples of APIPA?
    • A. 

      192.168.1.1

    • B. 

      169.254.0.1

    • C. 

      255.255.255.0

    • D. 

      169.254.192.168

  • 13. 
    Jim wants to change the registry settings in windows. What command he would use to go into registry settings?
    • A. 

      Gpedit

    • B. 

      Services.msc

    • C. 

      Regedit

    • D. 

      Devmgmt.msc

    • E. 

      Regedit.msc

  • 14. 
    What kind of dispatch would you select to pull the system to depot?
    • A. 

      Service

    • B. 

      Non Service

    • C. 

      POS

    • D. 

      SHO

  • 15. 
    What is the command to check the IP address on a network?
    • A. 

      Ping

    • B. 

      Ipconfig

    • C. 

      Msconfig

    • D. 

      Services.msc

    • E. 

      Regedit

  • 16. 
    Stella has 2 years old printer which is not in warranty and she needs support for the same, how much would you charge Stella for EWS?
    • A. 

      $49

    • B. 

      $99

    • C. 

      $29

    • D. 

      Nothing, as the customer is covered under Lifetime Phone Support

  • 17. 
    John has bought a system from BEST BUY and he calls in to get a part replaced. But the ownership is not transferred under his name.Where would you go to change the ownership?
    • A. 

      Support.dell.com

    • B. 

      Dell.com/activate

    • C. 

      Dell.com/register

    • D. 

      Change the name under the Account Name field of Siebel

  • 18. 
    Verifying the Customer's Shipping Address while creating a Dispatch is called _____
    • A. 

      VCI

    • B. 

      VDI

    • C. 

      VA

    • D. 

      VKPRS

  • 19. 
    Sam turns on his Dell Inspiron Laptop and sees the Dell logo on the screen, followed by a white blinking cursor on a black screen, with no error message. He is able to toggle the Num Lk and Caps Lk light on the computer. What seems to be the issue?
    • A. 

      No POST

    • B. 

      No Power

    • C. 

      No Video

    • D. 

      No Boot

  • 20. 
    Which of the following are the correct methods to run PSA on Dell portable systems with PAID diagnostics?
    • A. 

      Fn + Power

    • B. 

      'Diagnostics' option in Onetime Boot Menu

    • C. 

      Ctrl + F11 on Dell logo

    • D. 

      Alt + D on Dell logo

    • E. 

      Plug-in the Power cord while holding the Power Button down

  • 21. 
    Where do we enable/disable UAC (User Access Control) in Vista?
    • A. 

      User Accounts Settings

    • B. 

      Display Settings

    • C. 

      Power Options

    • D. 

      Start Menu

    • E. 

      Windows Sidebar Settings

  • 22. 
    Which of the following suffice the conditions to complete VA?
    • A. 

      Dell Customer# + First & Last Name

    • B. 

      SVC TAG + Email

    • C. 

      Express Svc Code + Zip Code

    • D. 

      Phone# + Shipping Address + Zip Code

    • E. 

      DPS# + First Name only

  • 23. 
    If the 32-bit Diagnostic utility is not present on the customer's system, what other options are available to you?
    • A. 

      Run 32-bit Diagnostics from Vista DVD.

    • B. 

      Run 32-bit Diagnostics from the Resource CD.

    • C. 

      Recreate 32-bit Diagnostics partition on the computer.

    • D. 

      32-bit Diagnostics cannot be run.

  • 24. 
    Which of the following components are essentially required to complete POST?
    • A. 

      Motherboard

    • B. 

      Processor

    • C. 

      Memory

    • D. 

      Keyboard/Mouse

    • E. 

      Monitor

  • 25. 
    Choose the option that is an example of active listening
    • A. 

      Paraphrasing/confirming what the customer has just said.

    • B. 

      Verbal nodding with words like "Right," I see," and "Yes".

    • C. 

      Clarifying the issue.

    • D. 

      All of the answers are correct

  • 26. 
    Which of these is an example of Open-ended questions?
    • A. 

      What do you use it for?

    • B. 

      Are the diagnostic lights green or amber?

    • C. 

      Are you getting any video at all?

    • D. 

      Is the printer cartridge new?

    • E. 

      Describe what all you see on the screen.

  • 27. 
    You initiate a DellConnect session to install Dell V305 AIO Printer on the customer's system. Is it OK for the customer to go and do her laundry while you finish installing her printer?
    • A. 

      Yes

    • B. 

      No

  • 28. 
    Jill calls in saying that she needs help installing her old HP Printer on her brand new Dell Studio Desktop computer. How would you proceed?
    • A. 

      Install drivers for HP Printer from HP support website

    • B. 

      Position DOC and connect the customer to Paid support.

    • C. 

      Ask the customer to contact HP tech support

    • D. 

      Tell the customer, HP Printers would not work on Dell computers

  • 29. 
    Customer calls in describing a problem with her Dell computer to you. Which is the best tool you could use to research on the issue?
    • A. 

      RSL Online

    • B. 

      DSN

    • C. 

      Support.dell.com

    • D. 

      Dellserv

    • E. 

      Delta

  • 30. 
    How do you initiate 'Symantec PC Restore' on a Dell computer running on Windows XP?
    • A. 

      'Repair Your Computer' option in F8 menu.

    • B. 

      'Symantec Factory Restore' option in F12 menu.

    • C. 

      'Ctrl + F10' on Dell logo

    • D. 

      'Ctrl + F11' on Dell logo

    • E. 

      'Windows Complete PCRestore' option in WinRE