2. Open-Ended Questions:Closed-Ended Questions: What problems are you experiencing? What software has been installed recently? What were you doing when you identified the problem? Is the laptop under warranty? Is the Laptop currently using the battery? Can the laptop boot and show the operating system?

3. Common problems: -Battery does not have a charge -Battery will not charge -Loose cable connections -Keyboard does not work -num lock key is on -Loose Ram

4. Common steps: -use ac adapter with laptop -replace battery -reboot the laptop -check bios settings -disconnect and reconnect the cables -disconnect the peripherals -toggle num lock key -remove and reinstall Ram -Caps lock key is on -non-bootable media in a boot device -password has changed

5. If no solution is achieved in the previous step, then further research is needed to implement the solution. -Helpdesk repair logs -Other technicians -manufacturer FAQ’s -technical websites -news groups -computer manuals -device manuals -online forums -internet search

6. -Reboot the laptop -attach all peripherals -operate laptop using only battery -print document from an application -type sample document to test keyboard -check event viewer for warnings or errors

7. -discuss the solution implemented with customer -have the customer verify the problem has been solved -provide the customer with all paperwork -document the steps taken to solve the problem in the work order and the technicians journal -document any components used in the repair -document the time spent to resolve the problem