Xbox Hardware Proficiency Exam

1. The Special Edition Gears of War 3 360s console comes standard with ________________ controller(s).

The correct answer is "Two, 2." The Special Edition Gears of War 3 360s console comes standard with two controllers.

Explanation

The correct answer is "Two, 2." The Special Edition Gears of War 3 360s console comes standard with two controllers.

Submit

2. A customer contacts support to state their console is turning off approximately 1 hour after leaving the console inactive. What troubleshooting would you perform to assist the customer with this issue?

Turn off console, power cycle power supply, clear cache

Have customer delete system update, redownload to see if this will resolve the issue. May have been a bad install of system update.

Have customer recreate the issue and call us back when a error message appears on the screen.

Direct customer to system settings to change the power off options.

In system settings-Console settings-Startup and Shutdown and change the auto off settings from 1 hour or 6 hours

Explanation

In system settings-Console settings-Startup and Shutdown and change the auto off settings from 1 hour or 6 hours

3. The Xbox 360s model has 6 total USB ports

True

False

The 360s model has 5 USB ports-2 Front and 3 rear

Explanation

The 360s model has 5 USB ports-2 Front and 3 rear

4. The Kinect 250GB Xbox 360s console has the power supply cord for the original 360 model included in the bundle.

True

False

Since the 360s already has the port for the Kinect which has power, no cord is included. The standalone Kinect has the power supply included.

Explanation

Since the 360s already has the port for the Kinect which has power, no cord is included. The standalone Kinect has the power supply included.

5. A customer calls in and states they have 4 red flashing lights on their console. What troubleshooting will you perform to resolve this issue?

Would need to setup a repair because there is no resolution for 4RL

Have the customer power cycle the console and it should resolve the issue

Have customer check video input cables to resolve the issue

None of the above

The correct answer is to have the customer check the video input cables to resolve the issue. This is because the red flashing lights on the console could indicate a problem with the video connection. By checking the video input cables, the customer can ensure that they are properly connected and functioning, which may resolve the issue.

Explanation

The correct answer is to have the customer check the video input cables to resolve the issue. This is because the red flashing lights on the console could indicate a problem with the video connection. By checking the video input cables, the customer can ensure that they are properly connected and functioning, which may resolve the issue.

6. According to message center, what is the current timeframe for T3 escalations (business days)?

15 days

18 days

10 days

21 days

Always refer to Message Center for the most recent timeframes and messages.

Explanation

Always refer to Message Center for the most recent timeframes and messages.

7. A customer purchases a power supply from a retail store (Best Buy, gamestop, etc..) returns home and the power supply is not working. Customer contacts support and advised you that you need a power supply replacement. What do you advise the customer?

Advise power supplies from retail locations are not supported by Microsoft and we can only supply a power supply to our customers. Customer would need to purchase a new one from us or online at Xbox.com

Follow power supply troubleshooting workflow and provide in-warranty fulfillment.

Follow power supply troubleshooting workflow and advise customer this will be an out of warranty fulfillment.

Follow power supply troubleshooting workflow and advise customer to send in power supply and console.

Power supplies are only supplied by Microsoft and not sold at retail locations. If sold at retail locations, they are used and treated as out of warranty.

Explanation

Power supplies are only supplied by Microsoft and not sold at retail locations. If sold at retail locations, they are used and treated as out of warranty.

8. The Xbox 360s model has storage in which capacities? Check all that apply.

120GB

4GB

4MB

120GB

250GB

229GB

320GB

60GB

The Xbox 360s model has storage capacities of 4GB, 250GB, and 320GB.

Explanation

The Xbox 360s model has storage capacities of 4GB, 250GB, and 320GB.

Submit

9. Which video inputs provide the best video quality from the 360 to the TV?

HDMI & Composite

Composite & Component

Component & HDMI

HDMI & Monster Cable

HDMI provides 1080p/i and component provides 720p definition. Composite provides 480p which is standard.

Explanation

HDMI provides 1080p/i and component provides 720p definition. Composite provides 480p which is standard.

10. A customer is unable to perform an online repair and contacts phone support. They ask you to perform a repair but for the online price of $99.99. What do you do next?

Advise customer you will process and offer courtesy repair.

Perform troubleshooting, opt out, and escalate to T3 for handling

Advise you cannot process repair for online price and try again later.

Perform troubleshooting steps, create repair but advise price will be $119.99.

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Explanation

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