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58.)What reference material can a technician use to decode error messages?
A. Top Tools 2000
B. HP white papers
C. QuickSpecs/Quick Reference Guide
D. On-site Agents Reference Set (OARS)

59.)A customer has next day support on his HP product. What do you do to upgrade to a 4 hour response for this call?
A. this is not an option HP can provide
B. contact his HP account manager
C. contact HP to pay for the upgraded service
D. HP will do this for large customers for free

60.)What is the function of HP StorageWorks Library and tape tools?
A. offline version from product and spare part library "HP partfinder"
B. spare part library with a knowlegde base for known errors
C. diagnostic software for tape drives
D. diagnostic software for tape drives with a spare part library

61.)When the technician arrives on site to repair a notebook, he discovers that the customer has dropped the notebook. This voids the customer warranty.
What do you do?
A. initiate the selling of an HP Care Pack and wait for Care Pack number
B. leave the part with the customer for self repair
C. repair the unit for customer satisfaction
D. initiate a repair that requires the customer to pay

62.)The system warranty has expired and the customer is requesting support. What support option is available to the customer?
A. the customer will have to buy a new system
B. pay for service and any parts required
C. no option, parts are unavailable
D. purchase a Help Pack

63.)You must disassemble an HP notebook that you are unfamilar with. Which HP resource will provide you with video instruction?
A. System Maintenance Library
B. Quick Reference Guide
C. Service Media Library
D. Instant Reference Guide

64.)HP Customer Advisories provide _______.
A. warranty documentation
B. unit service history
C. issue resolution documentation
D. advice on where to buy hardware

65.)The customer only has the serial number for an HP notebook or desktop PC. Where can you go to find the configuration of the unit as shipped from HP?
A. IT Resource Centre
B. Warranty lookup site
C. Partsurfer
D. Google.com

66.)Where would you find the DPS?
A. Windows Control Panel
B. HP Utilities
C. System BIOS Utility
D. Smart Start CD