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HP Servicing HP Desktops, Workstations and Notebooks Sample Questions:

1. You are having difficulty diagnosing a problem. You suspect a firmware issue that might be solved by a BIOS upgrade.
What should you do before performing the upgrade?

A) Download the HP BIOS compatibility utility, and run BIOS diagnostics.
B) Upgrade the BIOS right away because that tends to solve most problems in less time.
C) Export the certificates and encryption keys from the Trusted Platform Module (TPM) because a BIOS upgrade removes all certificates and keys.
D) Check the HP Website to see whether the BIOS update addresses the specific issue, and make sure the customer is okay with upgrading their BIOS.

2. Why should you identify the model and version of the computer before performing service?

A) The model and version together can be decoded to show you exactly what shipped in the initial configuration of the product.
B) The computer model is the only important information because each component has a replacement part number.
C) The hardware might have changed between different versions of the same computer model.
D) You might find an updated service manual for the product you are servicing, which can only be determined by searching for the exact model and version.

3. What are the support boundaries for troubleshooting network communication adapters on HP desktops?

A) The technician must prove hardware functionality and must work with the network administrator to configure the device network adapter.
B) The technician must prove hardware functionality of any HP networking device that is included in the computer.
C) The technician must prove network connectivity between the HP desktop and another external device.
D) The technician must prove network connectivity between the HP desktop and another HP device, such as a printer or another HP computer.

4. Which two Web sites provide information to locate replacement part numbers?

A) HP Replacement Parts and HP Warranty Lookup
B) HP PartSurfer and HP Services Media Library
C) HP Channel Services Network and HP PartSurfer
D) HP Replacement Parts and HP Services Media Library

5. What does Intel's vPro technology enable with AMT?

A) capability to use a SATA solid state drive (SSD) as disk cache for a conventional hard disk drive or a RAID volume
B) remote management and security configuration of PCs that are Out of Band when PC power is off the OS is unavailable, or hardware has failed
C) capability to use self-encrypting drives with Intel-based motherboards by offloading some of the encryption algorithms to the dedicated vPro chip
D) capability to run diagnostics from the hard disk drive or from a bootable USB key taking full advantage of the error detection capabilities of Intel's system diagnostics suite

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