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HP Selling HP Lifecycle Services for Workforce Computing 2024 Sample Questions (Q12-Q17):

NEW QUESTION # 12
Which coverage does HP Post Warranty Support Service provide?

A. Extension beyond 12 months if needed
B. Access to Level 2 help desk technicians
C. Additional 12 months of support based on the product's base warranty or selected Support Service package
D. No-cost device repairs made with certified HP parts

Answer: C

Explanation:
HP Post Warranty Support Service provides customers with an extension of their original warrantyor service package for an additional 12 months. This service ensures that customers continue to receive the same level of support as in their base warranty, including coverage for repairs, parts, and labor, without interruptions. It is designed to extend the lifespan of devices, reduce unplanned downtime, and keep costs predictable

NEW QUESTION # 13
Name two specific pain points a customer might have that HP Premium+ Support Services can help address.
(Select two.)

A. Changing trends have had a negative impact on business performance.
B. Customer is facing increased cyberthreats.
C. Customer needs to focus on CapEx rather than OpEx.
D. Customer is not set up for remote or hybrid working.
E. Employees are less productive due to maintenance issues.

Answer: D,E

Explanation:
HP Premium+ Support addresses several critical pain points for customers. First, it helps organizations whose employees are less productive due to maintenance issues (C) by providing proactive device monitoring and predictive analytics, which helps reduce downtime and maintenance-related delays. Second, for companies not yet equipped for remote or hybrid working (D), HP Premium+ Support offers services such as remote monitoring, enhanced security, and collaboration tools that make the transition to hybrid work more seamless and secure

NEW QUESTION # 14
A customer tells you that the company needs to perform maintenance on its PCs, but they expect the existing base warranty to cover all parts and labor they might need.
How should you respond to this customer?

A. Provide recent statistics that point to trends showing increased component reliability, resulting in reduced maintenance costs and less extensive warranty coverage.
B. Explain that HP Hardware Support Services can increase duration and coverage of the base warranty beyond basic parts replacement, with the addition of expert troubleshooting, diagnosis, and repair.
C. Ask the customer to describe specific issues the company anticipates and point the customer to HP documentation that the in-house IT staff can refer to.
D. Offer the customer a discount for HP Hardware Support Services that provide coverage for unexpected issues and can be purchased with competitive financing terms.

Answer: B

Explanation:
The base warranty provided with HP devices typically covers hardware repairs limited to parts replacement but does not include labor or troubleshooting services. HP Hardware Support Services, such as HP Care Packs, allow customers to extend and enhance the standard warranty to cover more comprehensive services, including diagnostics, labor, and faster issue resolution. By purchasing additional HP Support Services, the customer ensures they have access to expert assistance and coverage that goes beyond simple parts replacement

NEW QUESTION # 15
It is important that HP partners act as strategic advisors to customers. By asking, and then providing a solution, partners better understand customer needs and customers feel their needs are being heard.
Which are characteristics of being an effective strategic advisor? (Select three.)

A. Asking leading questions to understand your customers' pain points
B. Identifying things your customer's employees say they're missing in their IT support today
C. Actively listening and taking notes
D. Focusing only on asking questions related to services solutions since hardware is separate
E. Assuming all customers need the same set of blueprints to get them where they need to go

Answer: A,B,C

Explanation:
Being an effective strategic advisor requires understanding customer needs by listening attentively and asking the right questions. Successful advisors engage in active listening to capture the customer's true challenges and needs (B). By identifying gaps in current IT support (A), they tailor solutions to specific issues. Asking leading questions (E) helps uncover pain points, enablingpartners to recommend targeted HP solutions. This personalized approach helps customers feel heard and valued, avoiding a one-size-fits-all strategy
https://www.hp.com/us-en/services/workforce-solutions/workforce-computing.html

NEW QUESTION # 16
The IT manager for an enterprise customer states that the hard drives and batteries have failed in some of their HP devices. The manager also says that if they had known ahead of time that the components were failing, the company could have taken preventive action. The manager asks you what can be done to address these issues.
How should you respond?

A. Ask to see a list of the failed hard drives and batteries along with a screenshot of the error messages received.
B. Explain that customers who purchase and register HP Premium+ Support receive proactive alerts about device issues and automated case creation.
C. Enroll the customer in the HP Hardware Diagnostics Service, which sends alerts based on the date of purchase and expected life of the hard drives and batteries.
D. Discuss the options available to set up automatic alert notifications for all internal components including hard drives and batteries.

Answer: B

Explanation:
HP Premium+ Support offers proactive alerts that notify users when hardware issues, such as hard drive or battery failures, are detected. This feature enables businesses to take preventive action before components fully fail. Additionally, HP Premium+ Support can automate the creation of service cases when these alerts are triggered, ensuring rapid resolution and minimizing downtime. This service would directly address the IT manager's concern about not being notified in time to prevent component failures

NEW QUESTION # 17
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