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HP Servicing HP Desktops, Workstations and Notebooks Sample Questions:

1. What is a good reason to download and install the latest driver updates and software patches when servicing HP computers (remember to ask the customer before upgrading)?

A) Software patches and driver updates increase compatibility with specific programs, and reviewing technical bulletins before installing updates is critical.
B) Software patches and driver updates are integrated into the products and automatically installed as soon as the computer recognizes the new device.
C) Software patches and driver updates can improve USB performance with an increase equal to USB 2.0 ports performing at the same level that UBS 3.0 ports do.
D) Software patches and driver updates provide code necessary for the computer hardware to remain compatible with changing technologies and to enhance performance.

2. Which service descriptions are true of HP's self-repair service? (Select two.)

A) HP provides remote diagnosis, picks-up the product for repair, and returns the product to the customer
B) HP pays for all parts and shipping.
C) HP pays for shipping the replacement parts, and the customer pays for return shipping of unused and defective parts.
D) HP provides remote diagnosis, remote remedy, and shipping of necessary repair parts to the customer. The customer is responsible for installing the parts and returning all defective and unused parts to HP.
E) The customer can choose to install the replacement parts and return the defective parts to HP, or the customer can have HP install and return parts for a fee.

3. You have run the ipconfig utility. What information generated by the utility would tell you that the computer IP address is assigned via DHCP?

A) If the default gateway is 0 0.0.0. It is DHCP.
B) If the IP address is between 169.254.0.0 and 169.254.255.255. It is DHCP.
C) If the subnet mask is 0.0.0.0, it is DHCP
D) If the IP address is 127.0.0.1 or any other IP address between 127.254.0.2 and 127.254.255.255, it is DHCP.

4. Why is an antistatic mat important for controlling electrostatic discharge? (Select two.)

A) provides a soft surface to prevent scratches on the case or outer shell of the computer.
B) provides electrostatic protection for sensitive equipment without requiring the mat to be connected to a ground.
C) provides a surface that gradually bleeds electrical energy instead of collapsing to real ground potential.
D) drains power quickly with a surface that provides real ground potential with a very low electrical impedance.
E) provides a dissipative connection for a wrist strap that must be worn by the service technician.

5. What must the customer do to ensure recovery of encrypted data before replacing a system board that contains a Trusted Platform Module (TPM)?

A) Export the username and password that are associated with the desktop TPM application that accesses the encrypted data.
B) Export the TPM embedded MySQL database to an external device.
C) Run the HP TPM export utility to save the encrypted information to an FTP site.
D) Back up the certificates and encryption keys that are stored in the TPM chip to an external device.

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