User talk:Neemgach

1. How do you dispatch a portable LCD panel?

· CRU

· FRU 2. Customer complains that system will spontaneously shutdown and reboot, what test would you run in 32 bit diagnostics?

· Express Test

· Extended Test

· Custom Test

· Symptom tree 3. The LCD BIST checks functionality of what?

· LCD · LCD, video card

· LCD, Bios, video card

· Display Adaptor

4. What is the new security feature in windows vista called as?

· User account control · User access control

· User assisted control

· Universal account control

5. What can affect a wireless signal?

· Cordless Phone

· Pine trees

· Microwave oven

· All of the above · None of the above

6. Which is not an IDE DEVICE?

· HDD

· FDD · LS 20

· DVD +/- RW Drive

7. Sata II has a data transfer rate of?

· 1.5 Mbps

· 3 Mbps

· 1.5 GBps

· 3 GBps 8. How do you complete PC restore in factory imaged dell systems

· From Win RE · From Safe mode with command prompt

· Using system restore

· Using backup/ restore

9. How do you find child parts in RSL?

· There is nothing called as child part

· Bom Up

· Bom Down · The parent part will take care of the child part

10. In a system Exchange what do you replace?

· System, media, accessories

· Everything

· Base unit · Base unit, display, speakers

11. Which of the following is dispatched always as an EXG?

· Display

· Keyboard

· Hard drive

· Media 12. What is the process of modem establishing connection with an server called as?

· PPPoE

· Ping

· Pong

· Handshake

13. According to v.92 standard what should be the length of the phone cable connecting to the modem?

· 10 ft

· 7.5 ft

· 6 ft · 5ft

· No such limit exists

14. What is the first sign of power on the system?

· Memory beep code

· Dell logo on the screen

· Light on power button · Fans spinning inside the system

15. What is the shortcut key to run 90/90 diagnostics?

· Ctrl + alt +Del

· Ctrl + alt + D · Ctrl+ F11

· Alt + f11

16. Every time you create a case what special code is generated in Dell Serv?

· Case number

· Dispatch number

· Rep Id

· Reason Code 17. What is each value in an IP address called as

· Octagon

· Pentagon

· Decimal

· Octet 18. What is loop back IP address

· 192.168.0.0

· 172.0.0.1

· 127.0.0.1 · 169.254.0.1

19. Which one of the following is an APIPA address?

· 192.168.2.4

· 168.192.2.4

· 169.254.2.4 · 254.169.2.4

20. Which of the following is a SKU number?

· 213-4532 · A5359302

· 2-3453545

· 54RT6

21. True or false: A Dell part number is always NEW

· True

· False 22. If one satellite in the 5.1 speaker kit goes bad…

· You replace the compete speaker kit · You only replace the defective satellite

· You replace the complete speaker kit with drivers CD

· None of the answers are correct

23. What command do you run to know the MAC address of your PC

· Mac.exe

· Ipconfig /mac

· Ipconfig /all · Ipconfig

24. Which programs do you use to open .ical files

· Windows Calculator

· Windows Calendar · Windows Sync Center

· Windows Meeting space

25. How do you access router configuration page?

· Using the IP address of the router · www.routername.com

· tracerout

26. if contracts are missing for a system in the DellServ tool, who do you contact?

· L2

· Manager

· PnP team

· Tag team 27. What does a question mark in device manager mean?

· Device is not being detected by windows

· Device has an hardware failure

· Device is missing drivers · This is an IRQ conflict

28. From which screen do you do VDI?

· Order number screen

· Customer number screen

· Service tag header · Case header

29. What are the fieds in case logging

· Solution, problem, description · Summary, solution, description

· Summary, solution, problem

· Problem, details, solution

30. Which program will use most battery power?

· MS word

· Internet browsing

· Games · Printing

31. What application is used to open a .pdf file?

· Adobe Photoshop

· Microsoft Excel

· Adobe Acrobat · Microsoft Paint

32. Which of the following is not a file extension for Pictures?

· BMP

· GIF

· VOB · JPG

33. IF a touch pad is bad in a portable what component do you replace?

· Keyboard assembly

· Palm rest assembly · Bottom plastics

· Touch pad assembly

34. What internet connection uses Cable modem?

· Dial up

· Broadband · Leased circuits

· None of them

35. Which of the following is a performance issue in a modem?

· Modem kills phone line

· No dial tone detected

· Modem not detected

· Slow connectivity speeds 36. Where do you find step by step sequence for troubleshooting a problem?

· Decision Tree · Knowledge base

· Multiple Program Simulator

· Guided Help

37. What type of capture is it when a customer is asked to return a product or a system by Dell?

· Safety capture

· Product Recall · L2 capture

· Product group return

38. What could be the cause of a slow system performance?

· Customer has 2 GB ram only

· Two antivirus programs have been installed in the computer · Customer made two partitions on the computer

· Computer has a PATA hard drive

39. What 32 bit diagnostics can you run if the customer complains of slow system performance?

· Express Test

· Extended Test

· Custom Test

· Symptom tree 40. To run modem helper you should be logged in as:

· Guest user

· Limited user

· Administrator · Any user

41. What is the command to run system restore from safe mode?

· Rstrui.exe · Reset.exe

· Restore.exe

· Winre.exe

42. What is the non essential point of failure for no sound issue?

· Drivers

· Antivirus/ firewall software · Sound card

· Sound settings in OS

43. Where will the TV tuner card get the signal from?

· Set top box

· Antenna

· Cable

· All of the above · None of the above

44. Which of these connects can carry audio as well as Video?

· S –Video

· Composite · Component

· DVI

45. What test do you run to test the Hard drive?

· Symptom test

· Extended test

· 90/ 90 test · Express test

46. Where is PSA diagnostics stored?

· Hard Drive

· RAM

· System board · Processor

47. What is the function of UAC?

· It will request elevated access to run programs · It will check programs against known programs database

· It will block the program if it has 90% likelihood of failure

· It will enforce driver signature enforcement

48. What is the status code “00” mean in contracts field of DelServ?

· Contract has expired

· Contract has been terminated

· Contract has never been terminated or cancelled · No more dispatches allowed

49. If you upgraded from XP to Vista where is the old copy of XP stored on the HDD?

· Windows.bak

· Windows1.old

· Windows.old · Windows.xp

50. HCL in XP is replaced by what in Vista?

· TPL · HCL 2.0

· Native

· DLL Cache

51. Windows Vista will block a driver if it has more than ___ chances of failure.

· 99%

· 95%

· 90% · Vista will not block a driver

52. “Sigverif” tool will do what?

· Will display all unsigned drivers · Will display all signed drivers

· Will display all drivers

· Will do Stress test for drivers

53. Where do you connect an IR sensor?

· Set top box

· IR receiver · TV tuner card

· Break out box

54. What kind of dispatch will give a pop up screen with dispatch instructions?

· POS

· NBD

· BSC

· SSC 55. Which tool do you use to troubleshoot network issues in Vista?

· NDF · Network center

· Quick set

· Dell Network Center

56. A beep code during POST normally refers to what kind of error?

· Hardware · Network

· Operating System

· Software

57. Windows Vista can warn or prevent users from installing unsigned code. If a file has not been digitally signed, a message alerts the user that the driver is unsigned, and asks if the user wishes to proceed (as shown below). This feature is known as

· Microsoft Signature Enforcement

· Driver Signature Enforcement · Vista Signature Enforcement

· Vista Signature Verification

58. What should you do if a customer gets an unsigned driver from support.dell.com?

· Tell customer not to install it

· Tell customer that windows is always like that and not to pay any attention to it

· Tell customer that it is ok, and the right drivers for their device are being installed · Consult your L2 and report this error to support site administrator

59. What is the use of the following command: set DEVMGR_SHOW_NONPRESENT_DEVICES=1? · Shows non plug and play devices · Shows devices previously installed but not currently plugged in · Shows devices previously installed and currently plugged in 60. What is a driver that is bundled with the operating system known as? · Inbuilt driver · native driver · citizen driver · onboard driver 61. To disable unsigned driver you can rename the extension of the drivers from:

· .old to .sys

· .sys to .old · .dll to .sys

· .sys to .exe

62. Which of the following is not an option in Windows update drivers settings

· Check for drivers automatically (recommended)

· Overwrite drivers not signed by Microsoft · Ask me each time I connect a new device before checking for drivers

· Never check for drivers when I connect a device

63. What should you do if you see a number of devices sharing the same IRQ?

· Make sure the jumpers on this device are set properly

· install the latest updates for this device

· it is normal for devices to share IRQ’s · Uninstall and reinstall the device from device manager

64. To disable driver signature enforcement you have to go to:

· Safe Mode

· one time boot menu

· Advance option menu · Log in as administrator in normal mode

65. If you accidentally renamed a driver which is required for XP to boot how can you undo this change?

· By doing system restore from safe mode

· By doing PC restore

· By entering in to recovery console · By running the signature verification tool

66. Which option(s) cannot be run from Win RE?

· Dxdiags · Regedit

· Msconfig · task manager

· device manager · msinfo 32

· Computer management 67. TV Tuner cards allow data to be received from which of the following · antennae, standard cable, digital cable, or satellite signals · antennae, wi-fi, standard cable, s-video or satellite signals

· antennae, standard cable, digital cable or Brodband internet

68. Which of the following statements about Media center is true?

· Receive, display, and record live TV from a cable connection, satellite dish, or other antenna.

· Access, organize, and display your photos and digital image library on your television.

· Allow access to your operating system and media files through your television.

· Be extended via additional hardware such as the Microsoft Xbox to all the televisions in your house.

· All of the Above · None of the Above

69. What feature does MCE does not support? · Organize their digital image library into albums. · Apply minor edits to their digital images, such as reducing red eye, cropping, and adjusting the contrast level. · Allow users to password protect their images for security · Copy images from the file system to a CD/DVD (burning).

70. What are the four steps in sequence in the configuration process? · Configure an internet connection, Configure the TV signal, Configure the program guide, Test the remote control

· Test the remote control, Configure an internet connection, Configure the TV signal, Configure the program guide · Configure the program guide, Test the remote control, Configure an internet connection, Configure the TV signal

· Configure the TV signal, Configure the program guide, Test the remote control, Configure an internet connection

71. Which of the following is true for MCE PC to work best?

· a strong television signal · quality, undamaged cables · a TV tuner card with recent drivers · video card with recent drivers · All of the Above · None of the above 72. What software can cause disruption in Tv/Tv Recording features of MCE?

· Instant Messengers · Search toolbars

· Windows updates

· Norton antivirus 2006

73. What is the item that is missing from the Start Menu by default in Windows Vista? · The Run command · Program Files

· Search

· Internet Explorer

74. Choose the item that is required in order to use Windows Aero · DirectX 9 compatible video card with WDDM support and 64MB of memory· Any video card with 64MB of memory· DirectX 9 compatible video card with 64MB of memory· DirectX 9 compatible video card with WDDM support and 256MB of memory75. Why do you get this error message PROCESS1_INITIALIZATION_FAILED· Motherboard failure· Memory failure· System file is missing or corrupt· MBR failure76. What is DFL· Dell finance limited· Dell file library· Dell folder link· Dell fill link77. How many dispatch have to be done prior to a system exchange?· 1· 2· 3· 478. What does the following PSA error code 2000-0322 mean?· Failure in LCD· System board Failure· HDD seek failure· Processer failed check code79. What is the first screen that you go to troubleshoot network issues in Vista?· Network Center· NDF· Network & Hardware· CMD80. How do you isolate TCP/ IP as a point of failure· CMD· Ipconfig· Use autonet ip address· Add subnet mask81. If modem helper is corrupt how would you install it· You cannot reinstall· Using Dell resource CD· Using Modem drivers CD· Do PC restore82. Choose the program that can be used to back up registry files with other settings?· Regedit· System restore· Pc restore· Password reset disk83. Choose nonessential component for no power issue· Processor· Third party software· Power supply· Memory84. How do you edit BCD in WinRE· MSCONFIG· Systempropertiesadvance.exe· Bootrec.exe· regedit85. What information can you find in support.dell.com?· Drivers· User guide· Warranty information· Troubleshooting steps· All are correct86. How do you open Device manager?· Windows key + Pause/break key > Hardware> Device manager· Click on my computer and click on device manager· Dvcmgr.msc in run· Control panel> system> device manager87. If an agent repeats whatever the customer is saying what skill is he using?· Empathy· Accountability· Paraphrasing· Ownership88. If Michael Dell is called Michael in Dell what is this called?· Transparency· Leadership· Equality· Integrity89. What is not a good etiquette in chat?· Thanking the chat agent for their help· Disconnecting as soon as you get an answer· Making sure you don’t type in Caps lock· Waiting for chat agent to respond and not typing “hello?” 90. What is the failure if the system starts and then emits beep codes?· Power· Post · Boot· Video91. What are the indications for the post process?· Quad pack lights· Hard drive activity· Fans spinning inside the system· Screen going blank92. AHT means?· Average hourly time· Average handle time· Average high time· Average hit time93. If a customer responds to Dell’s survey stating that issue has been resolved what metric did you gain· RR· RDR· XPR· DR94. If an IR sensor on a portable is bad what do you replace?· System board· Bottom plastics· Palm rest assembly· Bluetooth module95. What is the failure for the following 32 bit diagnostic’s error code 2A00:xx19· Optical drive· Hard Drive· IR· Raid controller96. Which of the following is NOT a modem functionality issue· Modem kills phone line· Error Code 70: no dial tone· Low connection speeds· Modem not detected97. What is KB in DSN?· Kilo bite· Kite· Knowledge Base· Knowledge Build98. Dim 5100 supports what raid configuration· RAID 1· RAID 0· RAID 1 & 0· No raid supported99. What tool monitors application and hardware performance in real time?· Reliability & Performance monitor· Performance & Reliability monitor· Problems, reports & solutions· System Event Log100. What skill is the agent demonstrating? "At this point there are several options. If you like I can find the web site or the support number of the manufacturer of your scanner. The manufacturer will have some kind of support. Alternatively, I would like to recommend Dell On Call." · Transparency· Call control· De escalation· Empathy101. Customer: My computer is running slow. I keep rebooting it, but it won't go faster. I've called 4 times and nothing is working. Technician: You're right. Multiple calls to resolve your issue can be very frustrating. Let's review what's been done so far and then explore our other options. What Skills is the agent demonstrating? · Empathy, Accountability, issue recognition· Accountability, Paraphrasing, Transparency· De –escalation, Paraphrasing, Accountability· Accountability, Empathy, De-escalation102. What action will you take for customer who refuse to troubleshoot· Escalate to manager· Explain policy to customer· Threaten to terminate warranty· Explain them about the wonderful DSN tool103. What does dispatch status code “RCVCPR” mean?· Received (part was returned to Dell)· Received Partial Order returned· Received Complete (all parts are verified as being at Dell)· This status is specific to Canadian service104. Where do you run OBIST from?· Custom Test· Express Test· Extended Test· Symptom Tree