This quiz is associated with the self study course of the same name.
To ensure there is a accurate callback number
Accurate reporting of PC failure rates (which can impact vendor negotiations)
Speed of resolution
Tier 1+ field should reflect the symptoms of the problem: (Failure)
Product Name+ field should reflect the manufacturer of asset affected (Lenovo)
Model/Version field must be completed for Hardware incidents to accurately reflect the model of the PC held by the customer
Manufacturer can be left blank
Resolution Tier 1+ field is populated with the value: Hardware Failure. Hardware Failure should only be used for incidents where a hardware repair resolved the issue
Resolution Tier 2 field is populated with Warranty or Non-Warranty repair to reflect whether the repair was covered under an existing warranty program
Resolution Tier 3 should reflect the specific part that required replacement or repair
Where more than one part is replaced to resolve the issue, select the value: Multiple HW Failures Found
The Notes field does not need to reflect the parts that failed
Here's an interesting quiz for you.