L2 Assessment Fw 17

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L2 Assessment Fw 17 - Quiz


This is a quiz about software, hardware, tools and applications, dispatch and policies and procedures.


Questions and Answers
  • 1. 

    Customer calls in and complains that his system is not able to connect 270Mbps. Upon checking the computer details, you verified that the customer has an Intel 4965 wireless-N card and a Wireless-N router. What do you advice your tech to do?

    • A.

      Troubleshoot the WIFI card as it may be defective

    • B.

      Transfer to the wireless queue

    • C.

      Check if the Wireless-N router is set for WPA2-PSK because this is the only security which allows post 130Mbps speeds.

    Correct Answer
    C. Check if the Wireless-N router is set for WPA2-PSK because this is the only security which allows post 130Mbps speeds.
    Explanation
    The correct answer is to check if the Wireless-N router is set for WPA2-PSK because this is the only security which allows post 130Mbps speeds. This is because different security settings can affect the speed of the wireless connection. WPA2-PSK is a more secure and advanced encryption method that allows for higher speeds, while other security settings may limit the speed of the connection. By ensuring that the router is set to WPA2-PSK, the customer may be able to achieve the desired 270Mbps connection speed.

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  • 2. 

    Customer complains that whenever he open the control panel in Vista, it closes automatically after 10-seconds and there are no error messages. There were no recent hardware/software changes, no unusual activity prior to this problem and the computer was not moved. What do you do?

    • A.

      Ask customer to back-up his data and perform PC Restore/OSRI

    • B.

      Tell the customer that this is most likely a virus and transfer to DOC

    • C.

      Ensure that the Software Licensing Service is running

    Correct Answer
    C. Ensure that the Software Licensing Service is running
    Explanation
    The customer's issue of the control panel closing automatically after 10 seconds with no error messages suggests that there may be a problem with the Software Licensing Service. This service is responsible for managing software licenses and if it is not running properly, it can cause various issues with system functions. By ensuring that the Software Licensing Service is running, it may resolve the problem the customer is experiencing with the control panel.

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  • 3. 

    A customer has an XPS One and complains that whenever he starts his computer, all he gets is a blinking white cursor after the Dell splash screen. This is seen only when system is used for considerable amount of time. The system came with Samsung 320GB (part # CW026) and is fairly new. Probing leads you to the fact that there were no recent hardware/software changes, the HDD light is not blinking and has the latest internet security software. What do you do?

    • A.

      Update the HDD firmware from support.dell.com

    • B.

      Check the boot sequence in the BIOS as the computer may be booting from another device.

    Correct Answer
    A. Update the HDD firmware from support.dell.com
    Explanation
    The correct answer is to update the HDD firmware from support.dell.com. This is because the issue is occurring after the Dell splash screen and is only seen after the system has been used for a considerable amount of time. This suggests that the problem may be related to the HDD firmware, which can be resolved by updating it. Checking the boot sequence in the BIOS is not necessary in this case as the issue is not related to booting from another device.

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  • 4. 

    Customer complains that while he was doing a disk defrag on an XPS 630i running Vista, it suddenly froze. After a forced shutdown and restart of the computer, the OS loads properly but all the desktop icons are now missing. Where would you go to bring the icons back?

    • A.

      Control Panel > System > Properties > Settings

    • B.

      Control Panel > Personalise > Choose desktop icons

    • C.

      Right click > Properties > Appearance > Advanced

    Correct Answer
    B. Control Panel > Personalise > Choose desktop icons
    Explanation
    After the forced shutdown and restart, the customer's desktop icons are missing. To bring them back, the user should go to Control Panel, then select Personalise, and finally choose desktop icons. This option allows the user to customize the desktop and select which icons they want to be displayed.

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  • 5. 

    A customer who has an XPS 730 states that he updated his BIOS and his ESA/Performance software from the Nvidia web site. Now the customer claims that fans are not operating as fast and efficiently as before. There were no other software or hardware changes prior to this and he thinks that the motherboard has gone bad. What would you do?

    • A.

      Press the reset button on the master control board and release FLEA power. Then boot to the OS and rollback the ESA driver

    • B.

      Check DellServ for the BIOS version and bring the computer back to the same version it was shipped with

    • C.

      Run diagnostics on the motherboard and replace if necessary

    Correct Answer
    A. Press the reset button on the master control board and release FLEA power. Then boot to the OS and rollback the ESA driver
    Explanation
    The customer's issue of fans not operating as fast and efficiently after updating the BIOS and ESA/Performance software suggests a potential software compatibility issue. By pressing the reset button on the master control board and releasing FLEA power, it can help reset the system and potentially resolve any software conflicts. Rolling back the ESA driver further addresses the compatibility issue and allows the system to revert to a previous version that was working properly.

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  • 6. 

    A customer who has an XPS 630i states that he gets this error message: "NO TIMER TICK INTERRUPT". There were no recent hardware/software changes, customer already performed a system restore and booted to last known good configuration. What part would you test for possible failure?

    • A.

      BIOS - because this is where you set the system date and time

    • B.

      Coin cell battery - because this controls the real time clock of the system

    • C.

      Motherboard - because a chip on the system board might be malfunctioning

    Correct Answer
    C. Motherboard - because a chip on the system board might be malfunctioning
    Explanation
    The error message "NO TIMER TICK INTERRUPT" suggests a problem with the system's timer interrupt. Since the customer has already performed a system restore and booted to the last known good configuration, it is unlikely that the issue is related to software or settings. Instead, it is more likely that there is a malfunctioning chip on the motherboard responsible for handling the timer interrupt. Therefore, testing the motherboard for possible failure would be the appropriate next step in troubleshooting this issue.

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  • 7. 

    A customer using an XPS M1730 informs you that this is the error code on his screen: "Unexpected interrupt... CPU halted". What test did the customer run and what is the most likely cause of failure?

    • A.

      PAID Diagnostics / Hard drive

    • B.

      Dell™ MpMemory Tool / problem with an add-in card or possibly the system board.

    • C.

      PSA diagnostics / memory failure

    Correct Answer
    B. Dell™ MpMemory Tool / problem with an add-in card or possibly the system board.
    Explanation
    The customer likely ran the Dell™ MpMemory Tool test, which detected a problem with an add-in card or possibly the system board. This is indicated by the error code "Unexpected interrupt... CPU halted" on the screen.

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  • 8. 

    Sometime we have to go to the manufacturer's website to get the most up to date drivers. What is the OEM Brand of the XPS M2010's bluetooth mouse?

    • A.

      Synaptics

    • B.

      Logitech

    • C.

      Dell

    Correct Answer
    B. Logitech
    Explanation
    The correct answer is Logitech because the question asks for the OEM Brand of the XPS M2010's bluetooth mouse, and Logitech is a well-known brand for computer peripherals such as mice. Dell is the manufacturer of the XPS M2010 laptop, but it does not necessarily mean that the bluetooth mouse is also manufactured by Dell. Synaptics is a company that specializes in touchpad technology, so it is not likely to be the OEM Brand for the bluetooth mouse.

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  • 9. 

    What is the numerical equivalent of the service tag CR1GN1S?

    • A.

      26228297728

    • B.

      27756748288

    • C.

      27756430768

    Correct Answer
    C. 27756430768
  • 10. 

    An SSC (Solectron Special Case) is designed to be an exception to be able to send a system into the depot that was originally sold with a Next Business Day onsite service contract or for any other special circumstances that may arise with a customers system. An SSC is basically an Out of Warranty Depot type that Dell pays for instead of the customer. When do you issue an SSC?

    • A.

      Repeat repairs and unresolved technical issues, including those within 45 days after contract expiration.

    • B.

      Repeat repairs and unresolved technical issues, including those within 90 days after contract expiration.

    • C.

      Repeat repairs and unresolved technical issues, including those within 30 days after contract expiration.

    Correct Answer
    C. Repeat repairs and unresolved technical issues, including those within 30 days after contract expiration.
    Explanation
    An SSC (Solectron Special Case) is issued when there are repeat repairs and unresolved technical issues with a customer's system, including those within 30 days after the contract expiration. This is an exception to send the system into the depot, which is an Out of Warranty Depot type that Dell pays for instead of the customer. This allows for further troubleshooting and repair to resolve the technical issues.

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  • 11. 

    What is the name of the second depot repair facility that Dell implemented for the XPS M1330 invoiced on Nov 29, 2007?

    • A.

      CTS = Computer Technology Solutions

    • B.

      CCE = Computer Components Enterprises

    • C.

      There is no such thing

    Correct Answer
    A. CTS = Computer Technology Solutions
    Explanation
    The second depot repair facility that Dell implemented for the XPS M1330 invoiced on Nov 29, 2007 is Computer Technology Solutions (CTS).

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  • 12. 

    We instruct the customer to always include the _____________ of a system being sent back to the CTS Depot.

    • A.

      Everything that came with the computer, out of the box

    • B.

      AC Adapter

    • C.

      OS and re-installation media

    Correct Answer
    B. AC Adapter
    Explanation
    When sending a system back to the CTS Depot, it is important for the customer to include the AC Adapter. This is because the AC Adapter is necessary for the proper functioning of the system and it is a crucial component that should not be omitted. By including the AC Adapter, the CTS Depot will be able to accurately diagnose and repair any issues with the system.

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  • 13. 

    Which XPS systems are affected in the FIHD/SRCD hold?

    • A.

      XPS One and M1730

    • B.

      XPS M1210 and M1330

    • C.

      XPS 630i and XPS 420

    Correct Answer
    A. XPS One and M1730
    Explanation
    The XPS One and M1730 are the only systems affected in the FIHD/SRCD hold. The other options, XPS M1210 and M1330, as well as XPS 630i and XPS 420, are not affected.

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  • 14. 

    US Customers who purchased over the phone (CO#19) during the period from _____________________ to ____________________ were informed that they would have "North American Support". Therefore, Dell is obligated to provide said customer with North American Support.

    • A.

      Apr 28, 2003 to Sep 28, 2005

    • B.

      Nov 1, 2007 to Mar 31, 2008

    • C.

      There is no such thing

    Correct Answer
    B. Nov 1, 2007 to Mar 31, 2008
    Explanation
    During the period from Nov 1, 2007 to Mar 31, 2008, US customers who purchased over the phone were informed that they would have "North American Support". This means that Dell is obligated to provide these customers with North American Support.

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  • 15. 

    Following up on the previous question, what should you advice your techs if he/she is handling a customer with the NAS entitlement?

    • A.

      Advise the L1 to transfer to the North American Support Queue

    • B.

      Provide the support needed since this is an XPS customer

    • C.

      Inform the caller that the warranty/entitlement of the system needs to be updated (TAG Team Chat)

    Correct Answer
    A. Advise the L1 to transfer to the North American Support Queue
    Explanation
    If the customer has the NAS entitlement, it means that they are eligible for support from the North American Support Queue. Therefore, the appropriate advice to give to the techs would be to transfer the customer to the North American Support Queue so that they can receive the support they are entitled to.

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  • 16. 

    If the caller has a system bought from Best Buy (BB), what additional repair options are available aside from the usual warranty and entitlement?

    • A.

      No additional repair options are available

    • B.

      Onsite technician through Geek Squad

    • C.

      Carry-in repair with Best Buy

    Correct Answer
    C. Carry-in repair with Best Buy
    Explanation
    If the caller has a system bought from Best Buy (BB), the additional repair option available aside from the usual warranty and entitlement is carry-in repair with Best Buy. This means that the caller can bring their system to a Best Buy store for repair instead of having to rely on the warranty or entitlement services.

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  • 17. 

    During an OSRI with Windows XP, techs are allowed to do "break-off's" at certain points during the process. Examples of break off points are data backup, beginning of the service pack download, and points in the installation that require no user input for more than 15 minutes. What would be the break-off point/s (if any) if the OS to be re-installed is Windows Vista?

    • A.

      There are no break-off points for Vista OSRI; tech must stay on the line until the process is finished.

    • B.

      The break-off points in Vista is the same as in Windows XP

    • C.

      The only break-off point for Vista is 45-minutes after the computer has started to copy the system/installation files.

    Correct Answer
    B. The break-off points in Vista is the same as in Windows XP
    Explanation
    The correct answer states that the break-off points in Vista are the same as in Windows XP. This means that techs are allowed to do "break-off's" at certain points during the OSRI process in Vista, just like they are allowed to do in Windows XP. This implies that examples of break off points such as data backup, beginning of the service pack download, and points in the installation that require no user input for more than 15 minutes would also apply to Vista.

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