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.
Correct Answer
C. Transfer the customer to OWR for repairs.Explanation
Based on the given information, the best option would be to transfer the customer to OWR (Offsite Work Repair) for repairs. Since the customer has a valid Next Business Day and Limited Phone Support warranty, OWR would be the appropriate option for repairs. Additionally, the customer does not have Complete Care, which suggests that sending the system to the depot for repairs under CC or dispatching an onsite technician to replace the motherboard may not be feasible options. Lastly, giving a complete system exchange to the customer is not mentioned as a possibility in this scenario.Rate this question:
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- 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
Correct Answer
D. Shipped before 9/28/2004Explanation
Lifetime Phone Support is available to systems that were shipped before 9/28/2004.Rate this question:
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- 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
Correct Answer
A. F2, F12, F8Explanation
The correct order for the keys to "Enter BIOS", "Enter one-time boot menu", and "Enter Windows advanced boot menu" on Dell computers is F2, F12, F8. Pressing F2 allows access to the BIOS settings, F12 opens the one-time boot menu, and F8 brings up the Windows advanced boot menu.Rate this question:
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- 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"
Correct Answer
B. Issue a NON-SVC CALL and create SYS EXGExplanation
Amit should issue a NON-SVC CALL and create SYS EXG. This means that he should create a non-service call in the Dell Support Network (DSN) and generate a system exchange (SYS EXG) for the customer. This is the appropriate action to take when there is a safety hazard, such as fire, reported from the computer.Rate this question:
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- 5.
OS/Drivers CDs are dispatched as ______
- A.
EXG
- B.
POS
- C.
NBD
- D.
CCC
Correct Answer
A. EXGExplanation
OS/Drivers CDs are dispatched as EXG, which most likely stands for "Express Delivery" or "Expedited Shipping." This suggests that the CDs are sent using a fast and efficient delivery method to ensure that they reach the recipient quickly. This could be beneficial for customers who urgently need the OS/Drivers CDs to install or update their operating system and drivers.Rate this question:
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- 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
Correct Answer
C. Dell Factory Image Restore using F8 menuExplanation
The Dell Tech Support agent is referring to the process of performing a Dell Factory Image Restore using the F8 menu. This process will restore the computer's operating system to its original factory settings, effectively erasing all data from the system.Rate this question:
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- 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.
Correct Answer
D. Provide him free support, troubleshoot and Transfer to OWR for any H/w replacements.Explanation
The correct answer is to provide the customer with free support, troubleshoot the issue, and transfer them to OWR (Onsite Warranty Repair) for any necessary hardware replacements. This is the appropriate workflow because the customer purchased the system from Dell and is entitled to receive support and warranty services. Since the Entitlements tab does not show the field for "Limited Phone Support," it indicates that the customer's support entitlement may be different. Therefore, providing free support and transferring to OWR ensures that the customer receives the necessary assistance and hardware replacements as per their entitlement.Rate this question:
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- 8.
Which of these are typically "a CRU" on Dell portable computers?
- A.
Hard Drive
- B.
Optical Drive
- C.
Mouse (Touchpad)
- D.
Keyboard
Correct Answer(s)
A. Hard Drive
B. Optical Drive
D. KeyboardExplanation
The correct answer is Hard Drive, Optical Drive, and Keyboard. These components are typically referred to as a CRU (Customer Replaceable Unit) on Dell portable computers. A CRU is a part that can be easily replaced by the customer without the need for professional assistance or specialized tools. The hard drive, optical drive, and keyboard are all essential components that may need to be replaced or upgraded over time, and Dell ensures that customers can easily do so without any hassle.Rate this question:
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- 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
Correct Answer
A. On Service Location field in SiebelExplanation
The correct answer is "On Service Location field in Siebel." In order to update the address where the replacement parts should be sent, the customer needs to provide the new address in the Service Location field in Siebel. This will ensure that the parts are delivered to the correct location.Rate this question:
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- 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
Correct Answer
C. Video CardExplanation
The customer is referring to a video card. A video card is a circuit board that is typically around 5-6 inches long and is fixed onto the motherboard of a desktop computer. It does not have any cables or wires attached to it and often has a fan on one side to keep it cool. The video card is responsible for generating and outputting the video and graphics to the computer's display.Rate this question:
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- 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
Correct Answer
A. 9,13,19,22,29Explanation
CTS (Clear to Send) is a signal used in telecommunications to indicate that a device is ready to receive data. In this context, the question is asking which CO# (Central Office Number) is supported by CTS. The correct answer is 9,13,19,22,29, which implies that CTS supports these specific CO#s.Rate this question:
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- 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
Correct Answer(s)
B. 169.254.0.1
D. 169.254.192.168Explanation
APIPA stands for Automatic Private IP Addressing. It is a feature in computer networking where an IP address is automatically assigned to a device when it is unable to obtain an IP address from a DHCP server. The range of valid APIPA addresses is from 169.254.0.1 to 169.254.255.254. Therefore, both 169.254.0.1 and 169.254.192.168 are valid examples of APIPA addresses. The other two IP addresses, 192.168.1.1 and 255.255.255.0, do not fall within the range of APIPA addresses and are not valid examples.Rate this question:
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- 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
Correct Answer
C. RegeditExplanation
To go into the registry settings in Windows, Jim would use the "regedit" command. This command opens the Registry Editor, which allows users to view and modify the registry settings in their Windows operating system.Rate this question:
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- 14.
What kind of dispatch would you select to pull the system to depot?
- A.
Service
- B.
Non Service
- C.
POS
- D.
SHO
Correct Answer
A. ServiceExplanation
To pull the system to the depot, the appropriate dispatch to select would be "Service." This is because a service dispatch is typically used when there is a need for maintenance, repair, or any other kind of service-related task. By selecting the service dispatch, the system will be directed towards the depot for the necessary service it requires.Rate this question:
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- 15.
What is the command to check the IP address on a network?
- A.
Ping
- B.
Ipconfig
- C.
Msconfig
- D.
Services.msc
- E.
Regedit
Correct Answer
B. IpconfigExplanation
The correct answer is "ipconfig." The ipconfig command is used to check the IP address on a network. It displays the IP address, subnet mask, and default gateway for all network adapters on a device. This command is commonly used in Windows operating systems to troubleshoot network connectivity issues and gather information about the network configuration.Rate this question:
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- 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
Correct Answer
C. $29Explanation
Stella will be charged $29 for EWS (Extended Warranty Support) for her 2-year-old printer that is no longer under warranty. This implies that she can still receive support for her printer by paying this fee.Rate this question:
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- 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
Correct Answer
C. Dell.com/registerExplanation
To change the ownership of the system purchased from BEST BUY under John's name, he would go to dell.com/register. This is the correct answer because registering the product on the official Dell website is the most likely and appropriate way to transfer ownership and update the account information.Rate this question:
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- 18.
Verifying the Customer's Shipping Address while creating a Dispatch is called _____
- A.
VCI
- B.
VDI
- C.
VA
- D.
VKPRS
Correct Answer
B. VDIExplanation
Verifying the Customer's Shipping Address while creating a Dispatch is called VDI.Rate this question:
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- 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
Correct Answer
D. No BootExplanation
Based on the given information, the issue seems to be "No Boot". This is because Sam is able to turn on the laptop and see the Dell logo, indicating that there is power. However, the presence of a blinking cursor on a black screen with no error message suggests that the laptop is not able to successfully boot into the operating system.Rate this question:
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- 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
Correct Answer(s)
A. Fn + Power
B. 'Diagnostics' option in Onetime Boot Menu
E. Plug-in the Power cord while holding the Power Button downExplanation
The correct methods to run PSA on Dell portable systems with PAID diagnostics are Fn + Power, 'Diagnostics' option in Onetime Boot Menu, and Plug-in the Power cord while holding the Power Button down. These methods allow users to access the diagnostic tools and perform necessary tests on the system. Ctrl + F11 and Alt + D on Dell logo are not the correct methods for running PSA on Dell portable systems with PAID diagnostics.Rate this question:
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- 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
Correct Answer
A. User Accounts SettingsExplanation
In Vista, the UAC (User Access Control) can be enabled or disabled in the User Accounts Settings. This setting allows the user to control the level of security prompts and notifications that appear when making changes to the system. By accessing the User Accounts Settings, users can easily enable or disable UAC according to their preferences.Rate this question:
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- 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
Correct Answer(s)
A. Dell Customer# + First & Last Name
C. Express Svc Code + Zip Code
D. Phone# + Shipping Address + Zip CodeExplanation
The given answer includes the combinations that satisfy the conditions to complete VA. These combinations are: Dell Customer# + First & Last Name, Express Svc Code + Zip Code, and Phone# + Shipping Address + Zip Code. These combinations fulfill the requirement of having specific information paired together, such as customer number with name, service code with zip code, and phone number with shipping address and zip code.Rate this question:
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- 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.
Correct Answer
B. Run 32-bit Diagnostics from the Resource CD.Explanation
If the 32-bit Diagnostic utility is not present on the customer's system, the available option is to run the 32-bit Diagnostics from the Resource CD. This means that the customer can use the Resource CD to access and run the diagnostic utility. This option allows for troubleshooting and identifying any issues or problems with the system.Rate this question:
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- 24.
Which of the following components are essentially required to complete POST?
- A.
Motherboard
- B.
Processor
- C.
Memory
- D.
Keyboard/Mouse
- E.
Monitor
Correct Answer(s)
A. Motherboard
B. Processor
C. MemoryExplanation
The Power-On Self-Test (POST) is a diagnostic process that a computer goes through when it is turned on. It checks if the essential components of the computer are functioning properly. The motherboard is the main circuit board that connects all the components together. The processor is the central processing unit that performs calculations and executes instructions. Memory is required to store and retrieve data. Therefore, the motherboard, processor, and memory are essential components for completing the POST. The keyboard/mouse and monitor are not necessary for the POST process.Rate this question:
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- 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
Correct Answer
D. All of the answers are correctExplanation
All of the options listed are examples of active listening. Paraphrasing or confirming what the customer has just said shows that the listener is actively engaged and understanding the customer's message. Verbal nodding with words like "Right," I see," and "Yes" also demonstrates active listening by acknowledging the customer's statements. Clarifying the issue indicates that the listener is actively seeking to understand and resolve any confusion or misunderstandings. Therefore, all of the answers are correct examples of active listening.Rate this question:
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- 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.
Correct Answer(s)
A. What do you use it for?
E. Describe what all you see on the screen.Explanation
Open-ended questions are those that cannot be answered with a simple "yes" or "no" and require the respondent to provide more detailed information or explanation. In this case, "What do you use it for?" and "Describe what all you see on the screen" are both open-ended questions as they prompt the person to provide a detailed response and elaborate on their thoughts or observations. The other options, such as "Are the diagnostic lights green or amber?" and "Is the printer cartridge new?" can be answered with a simple "yes" or "no" and therefore are not open-ended questions.Rate this question:
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- 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
Correct Answer
B. NoExplanation
It is not okay for the customer to go and do her laundry while the installation of the printer is being done through DellConnect session. The installation process may require the customer's input or assistance at certain stages, such as confirming settings or troubleshooting any issues that may arise. Additionally, the customer may need to provide access or permissions during the installation process, which would require their presence. Therefore, it is necessary for the customer to be available during the installation to ensure a smooth and successful setup of the printer.Rate this question:
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- 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
Correct Answer
B. Position DOC and connect the customer to Paid support.Explanation
The correct answer suggests that the best course of action is to position DOC (Designated Onsite Contact) and connect the customer to paid support. This means that the customer should be connected to a professional technician who can provide assistance with installing the old HP Printer on the new Dell Studio Desktop computer. This option ensures that the customer receives the necessary expertise and support to successfully complete the installation process.Rate this question:
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- 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
Correct Answer
B. DSNExplanation
DSN, which stands for Dell Service Number, is the best tool to research the issue with the customer's Dell computer. DSN is a dedicated support line provided by Dell, specifically for addressing customer queries and troubleshooting technical problems. By using DSN, the customer can directly connect with Dell's support team, who are trained and experienced in resolving Dell computer issues. This tool ensures that the customer receives accurate and reliable assistance, tailored to their specific problem.Rate this question:
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- 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
Correct Answer
D. 'Ctrl + F11' on Dell logoExplanation
To initiate 'Symantec PC Restore' on a Dell computer running on Windows XP, you need to press 'Ctrl + F11' on the Dell logo.Rate this question:
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Current Version
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Mar 22, 2023Quiz Edited by
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Oct 01, 2009Quiz Created by
Abhishekagarwal
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