Hardware or Software
Audio chipset?
Hardware
What operating systems does Microsoft support?
Windows 10, Windows 11
What is the name of the BIOS system surfaces use?
UEFI
What does ROBO stand for?
Repair on behalf of?
How do you boot to the UEFI menu from start up?
Press and hold the volume-up button on your Surface, and, at the same time, press and release the power button.
The Microsoft or Surface logo appears on your screen. Continue to hold the volume-up button. Release the button once the UEFI screen appears.
Office 365?
Software
How can you tell a customer is a Direct communicator?
Results-oriented, focused on solution rather than the details.
When is a surface device turned on for the first-time what experience will you begin?
OOBE (Out of Box Experience)
What does TFS stand for?
Teams for Support
What is the first step of troubleshooting once a issue has been confirmed?
Check the known issues
Graphics Card?
Hardware
Every month, Microsoft releases security updates on Update Tuesday or Patch Tuesday. What is the name of the security update?
B - Release
What surface device do we no longer support?
Surface Pro 4. The Surface Pro 4 is a End of Life (EOL) product.
What software can we use to collect logs as well as reports of hardware for the device?
The Surface Diagnostic Toolkit for Business (SDT)
Can we troubleshoot a cracked screen?
False. You should begin the repair order process.
Central Processing Unit (CPU)?
Hardware
How can you tell a customer is a Less-technical communicator?
Prefers simple language free of technical details, focused on resolution not how or why.
How can you charge a surface device?
Surface PSU, USB - C charger and docking station.
What does DfM stand for?
Dynamics for Microsoft
Scenario: I can't boot to the UEFI screen, my device won't boot past the windows logo?
Can we reimage the device? True or False
False. We can't boot to the UEFI screen. If you can boot to or past the UEFI screen we can reimage the device if not, we will move towards a repair order.
Surface diagnostic tool?
Software
Can we troubleshoot 3rd party software? True or false
True. However, we can never recommend the customer to use a Micrsoft software instead of the 3rd party software to resolve the issue.
How many screens does a surface device, built - in included support?
3. 2 external and 1 built - in screen
What does SKP stand for?
Surface Knowledge Portal and is used to update warranty entitlements
Where can a Bitlocker recovery key be located if lost?