L2 Assessment Fw 17

17 Questions | Total Attempts: 53

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Skill Assessment Quizzes & Trivia

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.

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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. 

      Dellâ„¢ MpMemory Tool / problem with an add-in card or possibly the system board.

    • C. 

      PSA diagnostics / memory failure

  • 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

  • 9. 
    What is the numerical equivalent of the service tag CR1GN1S?
    • A. 

      26228297728

    • B. 

      27756748288

    • 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.

  • 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

  • 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

  • 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

  • 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

  • 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)

  • 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

  • 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.