Test

MCQ
When we are talking to the user, which of the following is wrong?

1- The agent cannot reject users directly without reassuring and comforting them"
2- Agent should listen carefully to the user and find the real demands of the user"
3- Agents should put their minds into the user‘s shoes"
4- If the agent can not solve the user's problem or the demand of the user can not be
satisfied, the agent can reject the user directly without comforting the user"
5- When the agent does not understand the user's problem, it needs to take the initiative to
confirm the problem with the user."

Which of the following option is the definition of incident cases?"

1- B and C belong to the sensitive case"
2- Severe exceptions of products, such as explosion, smoking, burning, or severe
deformation of a device or its accessory, which may cause or have caused personal
injury and economic losses"
3- Cases related to politics, religions/cultures/customs, morality/legality, discrimination, celebrity,
personal and property safety, and information security"
4- Cases to be investigated upon requests of local government departments, third-party
regulators, or law firms, or cases forwarded to OPPO by these organizations"

Which of the following options are the complaint handling principles? [Multiple choice]"

1- Users first: Top priority shall be given to solving problems for customers to restore
the Company's image in their minds."
2- Resolution before investigation: For the real problems identified in customer
complaints, the handlers shall provide solutions quickly to satisfy the customer, and
then investigate the cases to find the causes of the problems."
3- One-stop resolution: If a complaint involves multiple problems, all these problems
shall be resolved by the major party responsible. Other parties related to the
complaint shall not contact the user customer."
4- First-inquiry accountability: The agent who receives a complaint first shall ensure a
timely response to the problem and seek internal support until the problem is
resolved."

Which of the following methods are correct when handle the incident cases? （Multiple）"

1- Maintain a good service attitude, reassure users and record basic information"
2- Get to know the product information and operation scenario of the users"
3- Stick to Bottom Line: Belief in product quality"
4- Never sign any agreement with customers as this might be used by customers as a
weapon to target our brand."

Which of the following towards escalation handling are right? [Multiple Choice]"
1- Once the agent gets the solution from the TL, the ticket will be reverted to the
agent. The agent has to check the solution provided by TL and sync the solution to
the user"
2- After providing the solutions to the user, the agent has to re-research the issue in
GKM to check whether its solution has been updated to GKM or not. If the solution
doesn't be updated to GKM, the agent should report to TL"
3- When the agent is unable to answer or provide a solution to the user, the agent should
comfort the customers, follow the instruction to create the ticket properly, and escalate
cases promptly to the TL"

What should you do when you found that the content of the knowledge base is wrong or the
description is not clear "
1-【Every partner can submit error corrections for wrong or unclear knowledge.】
2-【Feedback team leader for modification】
3-【Click "Error Correction" to submit errors of the knowledge base content】
4-【Take notes to avoid making the same mistakes next time】
5-【Ignore it】

【On the phone finder function interface in GKM, first click "13 MP" in the front pixels, and then
click "20 MP" in the front pixels, and the final result is ().】
1-【Models that Support 13 MP and 20 MP front-pixel models 】
2- 【Models that support 20 MP】
3- 【Models that support 13 MP or 20MP】
4- 【Models that support 13 MP】
【On the phone finder function interface, first click ""12GB"" in ""RAM Capacity"", and then click
""Wireless Charging"" in ""Important Features"". The final selection result is ().】"
1- 【Models with a RAM capacity of 12GB, or models that support wireless charging.】
2- 【models whose RAM capacity is 12GB and support wireless charging 】
3- 【The RAM capacity is 12GB, but the model does not support wireless charging.】
4- 【None of the above 】

【If the user asks which models the ColorOS 11 has been upgraded and adapted to, which will
be the fastest way to query the results】"
1- 【Search directly in the search box for "ColorOS 11 compatible models"】
2- 【Filter the ColorOS version options in the OTA query function, and directly select
ColorOS 11 】
3- 【 consulting On-site team leader or technical supervisor】
4- 【All of the above】

If you want to know the different parameters between Reno6 5G and Reno6 Pro 5G, how can
you check the answer quickly?"
1- Search parameter articles of Reno6 5G and Reno6 Pro 5G parameter articles respectively,
and then compare them term by term to find the differences."
2- Homepage> Parameter> Choose OPPO Reno6 5G> Click ""Add contrast""> Choose
OPPO Reno6 Pro 5G> Click ""Add contrast""> Click ""Hide the same"""
3- The differences between the two models cannot be found currently."

【Which of the following options violate information security principles.】（Multiple）"

1- 【Send screenshots of the knowledge base to friends or other non-colleagues】
2- 【Download the files in the knowledge base and send them to friends or other non-
colleagues 】
3- 【Share the knowledge link of knowledge base with colleagues in work group】
4- 【Share files or pictures of the knowledge base on social media such as twitter and
Facebook
】
Which options toward the case tagging filling principle are correct? [Multiple Choice]"

1- Fill in the information correctly based on the actual situation if the scenario is not
clear"
2- The information shall be real and effective, with no falsification, no fabrications"
3- All inquiry cases shall be 100% created the Case Tagging"
4-The information description shall be clear and definite. Don’t be ambiguous, vague, or
unreadable"

Which of the following situations should be recorded as the complaint cases? [Multiple
Choice]"
1. 1- After more than two explanations and several attempts to appease the
customer, the customer still has strong dissatisfaction"
2. Customers contact OPPO with a specific complaint purpose, including complaints
about product quality, service process, staff, repair, marketing, logistics, etc."
3. Involving service taboo and red line areas (Abuse, Dispute, Physical Conflict,
Dishonest Behavior, Shirking Responsibility)"
4. The customer clearly indicates that the customer's rights and interests are
directly damaged due to OPPO's mistakes and dereliction of duty"

Which of the following scenarios must collect the IMEI / SN number for the user's phone?
（Multiple）"
1. Products repair"
2. Cooperative consultation"
3. Products quality issues"
4. Customers complaint about product quality"

Which options toward case tagging filling principle is wrong?"

1. If the customer asked a few questions, the agent has to mark the same amount of tallys
according to all the questions the customer asked"
 2. Cases involving SOP or troubleshooting steps that require recommended
software updates, and the cases that device issues are strongly related to the
system must be asked from the customer and recorded"
3. If the user asked a few independent questions, the agent only needs to mark the
tally according to the question that the customer firstly asked "
4. In the ""Agents' reply"" part, it should be included the key steps or key information in the
solution provided by the agent"
5. The agent should record the users' requests according to the standard which includes
the issue object, issue type, and the specific phenomenon or scenario"

What are the query methods for mobile phone IMEI number? (Multiple) "
1. Settings-About phone-Status
2. Dial *#06#"
3. Settings-About phone-Model
4. The last page of the warranty card"

What are the contents of mobile phone moving? (Multiple) "

1. Communication data (contacts, call records, SMS) "
2. Multimedia data (photos, videos, music, documents)"
3. System application data (desktop layout, settings, weather, clock, etc.)"
4. Application and application data (such as wechat and its chat records, etc.)"

Which of the following statements about E-warranty card is incorrect?"

1. After ColorOS 11.0 : Turn on the phone and insert the SIM card. After connecting to
the data network or WIFI network, the E-warranty card will be activated and registered"
2. Manual registration: when the E-warranty card is not automatically activated, enter
Settings——Additional Settings——Instructions——After-Sales Service——E-warranty
card——Register."
3. E-warranty card is a new form of quality assurance service policy launched by
OPPO"
4. E-warranty card query can only go to the customer service center"
Which of the following are not the query method for mobile phone IMEI number?"
1. Settings- About phone -Version"
2. Dial *#06#"
3. The back of the phone box"
4. Settings-About phone-Status

What are the usage conditions of the VoLTE? （Multiple）

1. The SIM card has activated the VoLTE service (whether the VoLTE service is
activated or not, users are advised to consult the operator)"
2. Turn on the VoLTE switch on the phone"
3. The local operator's VoLTE network has been covered (for coverage, users are
advised to consult the operator)"
4. The phone needs to support VoLTE function"

When which of the following functions are enabled, the corresponding function icons will
appear in the status bar?"
1. 【Eye comfort】
2. 【Do not disturb】
3. 【NFC】
4. 【High performance mode】

Which of the following are security and privacy functions? (Multiple)"

1. 【APP Lock】
2. 【Hide apps】
3. 【Private safe】
4. 【Privacy protection】

Which of the following are the default optimization items for ""power saving mode""? （
Multiple）
 1.Change auto screen-off time to 15s"
2.Reduce screen brightness"
Change auto screen-off time to 30s"
3. Disable background sync"
4. Lower screen refresh rate"

Which of the following statements toward ColorOS are correct? （Multiple）"

1. After the phone is turned off, press the power button and the volume down button
at the same time for about 5 seconds can enter the recovery mode."
2. In ColorOS system, you can go to Settings-Software Update to check if there is a
new system version"
3. In ColorOS system, you can go to Settings-Software Update to check if there is a
new system version"
Which of the following modes can be used to save power? (Multiple)"

1. The high-performance mode consumes power

2. 【Power saving mode】
3. 【Super power saving mode】
4. 【Dark mode】
5. 【High performance mode】

【What are the reasons watch positioning is slow?】（Multiple）

1. 【occlusion of GPS signals in dense building environments.】
2. 【The failure to update positioning data in a timely manner】
3. 【May be due to Hardware failure】
4. None of the Above.】

【What are the general troubleshooting steps for Watch Charging failures"】（Multiple）
1. 【If the device is too hot when charging, remove from charge and wait under cool
and try again】
 2. 【Verify watch is seated snugly on the charger with no gap, ensure no dust,tape,
foreign particles in between charger and watch】
3. 【Make sure the charger is getting power. Ensure the charger output voltage
(VUSB) is reaching the charging dock points properly】
4. 【Make sure the user is using the charging dock that is designed for the user's
watch model】

【What is the reason for No heart rate data recording in bands when swimming?】

1. 【Monitoring heart rate underwater is not supported. The measured value may
show a large deviation from the actual value because of the influence of the
water】
2. 【Heart rate sensor is Having hardware failure】
3. 【Software Failure】
4. 【None of the Above.】
【Why does Band flashes green on the backside when we remove it from our hands?】

1. 【It is Due to sensor Malfunction】

2. 【It indicates that the Band is detecting whether the user wears it or not.】
3. 【It may due to Software malfunction】
4. 【None of the Above.】

Regarding the heating when charging standby, （）is wrong"

1. Generally heating when charging is normal"

2. It is recommended to use original charger and cable to charge"
3. The charger must be broken, then directly replace it in warranty"

【Users report that mobile phones consume power quickly. What power-saving
techniques can we provide users with?】（Multiple）
 1. 【Clean up background programs】
2. 【Set screen brightness】
3. 【Turn off unused functions in time】
4. 【Enable power saving mode】

【The user reports that the phone heating when using it, and using YouTube for a long time
consumes more power than usual. What actions should we recommend?】（Multiple）

1. 【Update system to the latest version】

2. 【Update application to the latest version】
3. 【It is recommended that you appropriately reduce the screen brightness or enable
the screen brightness automatic adjustment function】

【When the user reports that the mobile phone has a bad signal, which of the following options
may cause this problem?】

A、 【Metal phone case】

B、 【Power consumption details】
C、 【Startup】

【When a single system application of the mobile phone crashes, which one of the following
options is in the correct order?
①、 Confirm whether to grant application permissions
②、 Confirm whether the mobile phone and the app are the latestversions
③、 If it still cannot be recovered, send it for repair
④、 Clear application data】"

A、 ②①④③

B、 ④③①② C、①②③④

D、④①③②
【Which of the following options is the troubleshooting step for Slow Mobile Data】

1. 【Confirm the problem scene→ Confirm the place of use → Metal protective check →
Data network settings→ Send for repair/inspection】
2. 【 Metal protective check→Confirm the system version→Check the problem
scenario→Send for repair/inspection】
3. 【Confirm the problem scene → limited mobile data speed→Metal protective
case→Confirm the place of use→Send for repair/inspection】
【Which of the following reasons may cause facial recognition unlocking abnormalities?】（
Multiple）
1. 【System/hardware exception】
2.
3. 【The distance or angle deviation between the face and the phone is large】
4.
5. 【The front camera is blocked or malfunctions】
6.
7. 【The number of failed unlocks reaches the upper limit】

【When the mobile phone WIFI connection is abnormal, which one of the following options is in
the correct order?
①、 Check the problem scenario
②、 Check Metal protective case
③、 Check the prompt when the connection fails
④、 Send for repair】"

A、 ①②③④
B、 ②①③④
C、 ④③①②
D、 ④①③②

"当手机无法配对或连接蓝牙时，以下排障方法正确的是？（多选）
When the phone cannot match or cannot connect to Bluetooth, which of the following SOP
methods are right? (Multiple)"

A【Disconnect other connected devices】

B【Clear paired devices】
C【 Restart the phone and Bluetooth device】
D【Close the location service of the phone】
 the

【What is troubleshooting overview of the power consumption issue?】"

1. 【1Ask for details →2Check the power usage for each App → 3 Power saving tips → 4
Send for repair/inspection】
2.
3. 【1Check the power usage for each App—2 Ask for details—3 Power saving tips—4Send
for repair/inspection】 4.
5. 【1Power saving tips—2Ask for details—3Check the power usage for each App—4Send
for repair/inspection】

Which of the following SOP towards the OPPO phone cannot power on are right? （Multiple）"

1. Confirm whether the keys are stuck or with liquid damage

2. Force restart the phone after 15 minutes of charging
3. Enter Recovery mode to clear data (remind that data will be lost)
4. If it still cannot be recovered, the agent can suggest the user to go to the SC or use the
send in repair service

What are the SOP steps of the no sound of call?"

1. 【1 Check the problem scenario → 2 Check the limited mobile data speed→ 3 Metal
protective check → 4 Check the place of using → 5 Send for repair/inspection】
2. 【1Check the problem scenario—2Check the signal strength—3Send for
repair/inspection】
3. 【1Blocking mode checking→2Third-party application problem→3 SIM cards→4 Send
for repair/inspection】
The user reported that his phone cannot find the Bluetooth devices, which of the following SOP
are right? （The system of the user's phone is known to be the latest version) （Multiple）"

1. Restart the Bluetooth device and restart the phone"

2. Turn on location services and authorize third-party application permissions"
3. Confirm whether it is used within the effective distance"
 4. Turn on the Bluetooth switch"

Which of the following methods are troubleshooting methods that third-party software cannot
install？（Multiple） "

1. Check whether the storage space is sufficient or not"

2. Check whether the download sources if normal"
3. Crosscheck whether this application can be install in other mobile phone or not"
4. Check whether the phone has enough power"

What kind of suggestions we can give to the customer when he/she said the system is handing
while playing games? (Multiple)"

1. Reduce screen resolution/special effects"

2. Update the game to the latest version"
3. The high temperature will cause the CPU frequency to be reduced, thus failing to
achieve the highest performance. The users can be advised not to play with their phone
while charging"

When the user said the phone is handing while using the Instagram, what kind of suggestions
we can give to the user? (Multiple)"

1. Clean up application cache data"

2. Restart the phone"
3. Update the application to the latest version"
4. Uninstall and reinstall the application"
solutions are the tips for the phone heating issue? (Multiple)"

1. Set screen brightness/resolution/refresh rate"

2. Suggest the user to use 5G networks"
3. Clean up background programs and close the unused functions"
4. Do not play the phone while charging"
Which of the following

【 Why is the optical fingerprint unlocking insensitive after the phone using non-original
tempered film? 】

1. 【 The tempered film is very hard, and the optical fingerprint technology does not have
the ability to penetrate it 】
2. 【 The customer must touch the screen with his finger so that optical fingerprint
recognition can succeed 】
3. 【 Non-original rempered film affects the amount of light reflected by the finger, so the
fingerprint obtained is very different from the template 】

How to guide the users when they forget the lock screen password?[Multi Choice]"

1. Confirm the ColorOS version, and guide the customers according to the different
ColorOS versions"
2. If customers can unlock the phone via fingerprint or face, please guide the customers to
back up the data"
3. Before guiding the customer to erase the data in recovery mode, it must be reminded
that all data will be cleared"
4. If the password can be only cleared in Service Center, the agents must inform the
customers to bring proof of purchase and remind them that all data will be cleared"

The RAM and ROM capacities of Reno7 Pro 5G is ( )"

1. 8 GB + 256 GB
2. 12 GB + 256 GB
3. 8 GB+128 GB
4. 6 GB+ 32GB
Which of the following

statement towards ColorOS is wrong?"

1. In ColorOS, power management products are mainly concentrated in Settings>Battery"

2. The settings o fthe status bar and notification center are mainly concentrated in the
settings notification and status bar"
3. when the battery is lower than 20%,the system will remind the user to turn on the super
power-saving mode"
4. The dark mode of the phone can save the power"

When user feedback the mobile phone cannot access the Internet, which of the following is
invalid?

1. APN reset
2. charge for 15 min
3. Application network permission management (WLAN and mobile data)

Which of the following is not the way to take a screenshot"

1. 3-finger swipe down"

2. Screen capture"
3. Long screen capture"
4. Voice activated screenshots"

Why does Band flashes green on the backside when we remove it from our hands?"

1. It is Due to sensor Malfunction

2. It indicates that the Band is detecting whether the user wears it or not"
3. It is due to Software malfunction
4. None of the Above"
statement is wrong?"
Which of the following

Use more positive expressions and speak more empathetically with users In
Chat, when searching for the answer to a question, let the user wait for no
more than 3 minutes "
Use less backward expressions, say less ambiguous words, and do not reject users directly"
Screenshots involving knowledge base content can be sent to users directly"

When the user reports that the mobile phone has a bad signal, which of the following options
may cause this problem?

1. Auto launch
2. Power consumption details
3. Metal phone case
4. Personal hotspot"

In ""Product Finder"" of GKM, click ""8GB"" in ""RAM capacities"", and then click ""VOOC
charge"" in ""Important
Features"". The final result indicates ( )."

1. Models that support a RAM capacity of 8GB, or models that support ""VOOC charge""."
2. Models that support a RAM capacity of 8GB, but do not support ""VOOC charge""."
3. Models that support a RAM capacity of 8GB and support for ""VOOC charge""."
4. None of the above is correct."

Which of the following statement is correct？"

1. In Chat, when users inquire about cell phone parameters (model comparison), cell
phone prices, accessory prices, service centers addresses, we must take the initiative to
help users inquire and then send them in the form of text, not in the form of screenshots
2. In Chat, the interaction could involve content related to celebrities/politics"
3. In Chat, agents could say ""please give me a good comment"" at several times"
 4. When the phone is disconnected, the agent does not need to call the user back " 当用户反馈
手机整机卡端，以下排障方法正确的有？ When the user reports that the whole
phone hangs, which of the following troubleshooting methods are correct? [Multi Choice]

Turn off power saving mode

Clean unused programs in the background
Clean phone storage
Ensure the network signal is normal when using

Which of the following statements are true?[Multi Choice]"

1. Agents should use more positive expressions and speak more empathetically with users
during the conversation"
2. In chat, if the agent promise to contact the user later, he/she should give the priority to
record the user's contact information to avoid user's suddenly offline which agent can
not effectively feedback problems."
3. In harassment chats, if the user consult the business issue again before the
conversation is ending, the agent should answer the business normally"
4. If the agent mistakenly closed the dialogue, there is no need for the agent to contact the
user again"

Which of the following statements is correct?[Multi Choice]"

1. In the ColorOS system, you can go to Settings-Software Update to check if there is a

new system version"
2. There is no need to remind users to back up the data on the phone before the phone
system is upgraded"
3. Recovery mode is a mode in which mobile phone data and system can be modified"
4. After the phone is turned off, press the power button and the volume down button at the
same time for about 5 seconds can enter the recovery mode"
What information that customers need to provide for IWS?[Multi Choice]"

1. Device"
2. Rreceipt
3. Warranty card"
4. Charger"

Which of the following statement are wrong?[Multi Choice]"

1. Aggressive calls mean that the user doer not accept any conventional processing
methods and requests the agent to give an answer online"
2. In the Chat channel, the user doer not respond to the conversation for more than 5
minutes could be seen as blank/waiting calls"
3. In Chat, if the user intentionally abuses the agent, the agent can directly close the
conversation

The user indicates that he cannot send or receive MMS through his phone, what kind of
suggestions we can provide to him? （Multiple）"

1. Suggest the user to check whether the location mode is opened, if not, suggest the user
to open it"
2. To confirm the ""Mobile data"" of the user's phone is opened"
3. It is recommended the user try to change the phone and replace the SIM card for
testing"
4. Suggest the user restart the phone or open the airplane mode and then close it to see
whether it works"

The user indicated that he is unable to pair the OPPO phone to car Bluetooth, what kind of
suggestions we can provide to the user? （*Multiple）"

1. Clear the Bluetooth cache and data"

2. Ensure the user's phone is updated to the latest version"
3. Suggest the user to turn off the power saving mode"
4. Make sure Bluetooth devices are near each other for best performance approximately
within 20 meters and no third-party object blocking the devices.
The user indicates that the APP cannot receive the notification, which suggestions we can
provide to the user? （Multiple）"

1. Make sure that the [Low Power mode], [Airplane mode] are turned off.
2. Make sure the Bluetooth tethering of the user's phone is opened
3. Go to [Settings] > [Notification and Status bar], tap the application that the user wishes
to receive notification and enable [Allow Notifications].
4. Allow apps to continue running in the background

The user indicated that the camera flash is not working while taking the photos, what should we
do? （Multiple)"

1. Restart the phone"

2. Make sure the phone power is more than 20%"
3. Use the rear camera to take a photo. Change the photo mode to normal photo and
normal scene, and then turn on the flash"
4. Back up data and reset the system"
 True Or False

1. Of course, agents should be committed to providing high quality and professional

services to users. (Correct)

2. Agents should use more positive expressions. (Correct)

3. Agent should listen effectively and positively to users. (Correct)

4. Agents have to comfort the customer while listening to their complaints. (Correct)

5. Cases related to Politics / Religions / Customs / culture / Legality / Discrimination are

Incidents (Wrong) > Sensitive (Correct)

6. Level 1 > Complaints that are negative news related to social media. (Correct)

7. When sensitive cases are related to users’ personal property or security info, they need to
be considered the first principle report to the TL, We also should advice the customer
that we will get back to them soon. (Correct)

8. When a case is escalated for the first time, the agent shall inform the customer of the
case status and the time when the user will be contacted again for the case. (Correct)

9. After the case has been escalated, if the customer contacts again to require quicker
handling of the case, the agent shall tell the user the progress after confirming with the
current handler and comfort the customer to prevent issues from escalating to
complaints." (Correct)

10. The agents need to escalate to the team leader within one day when they encounter a case
that needs to be escalated" (Wrong) > The agent needs to escalate to the team leader as
soon as they encounter a case that needs to be escalated (in a timely manner)."

11. When agents cannot find any relevant solution by searching GKM or the Official
Website, and could not offer the solution to the customer, then the agents have to escalate
the case".
(Correct)

12. When escalate in WCSM, the reason for escalation and customer's request should be filled."
(Correct)

13. In the GKM global knowledge base, the brand attribute of the article is displayed as:
OnePlus
/ OPPO / Realme, which means that colleagues of the three brands can view this article."
(Correct)
14. Explosion / Fire / Smoke, Battery Leak / Drum can be regarded as abnormal incidents"
(Correct)

15. Political Risk, Discrimination, Ethics, Legal Issue, Artist Issue, Infringement, Data Storage /
Data Security, and other controversial information issues are regarded as sensitive cases"
(Correct)

16. In personalization, you can set personalized functions such as themes, wallpapers, fonts,
screen styles, icon styles, desktop layouts, etc." (Correct)

17. When an application is locked, the owner of the phone can unlock the application without
the password" (Wrong) > Must enter a password.

18. The user still needs to enter the lock screen password to unlock the phone after resetting the
phone” (Wrong) > The user doesn't need to enter the lock screen password to unlock the
phone after resetting the phone "

19. OPPO share is a file transfer function. Through OPPO share, files can be quickly shared to
other nearby phones easily. The agent is supposed to inform the user that sharing will cost
the mobile data." (Wrong) > Doesn’t consume data.

20. In ColorOS 11, when the battery level is lower than 10% , the system will remind the user to
turn on the super power saving mode." (Correct)

21. When you turn on the one-handed mode, the operation interface will be reduced, making it
easier to operate the phone with one hand." (Correct)

22. The clone system and the main system can share notifications, and can also import and
export data with each other." (Correct)
23. The Super Power Saving Mode helps extend your phone's battery life at extremely low
battery levels. A maximum of 6 apps can be displayed on the Home screen in Super Power
Saving mode. " (Correct)

24. In ColorOS 11, there is a switch for lens stain detection in the camera settings, After Lens
stain detection is turned on, users will be prompted to clean the lens if a stain is detected on
their phone lens." (Correct)

25. Dark mode uses a dark background and white fonts. By reducing the display range of the
white controls, eye protection can be achieved, and power can be saved at the same time."
(Correct)
26. Smartwatches are standalone devices and purpose-specific, for instance collecting data about
the wearer's health or providing GPS capabilities. (Correct)

27. Using a non-original charger and data cable for charging may cause unstable charging
voltage and current, resulting in slow charging/not charging. " (Correct)

28. If the temperature of the device is too high: it will automatically shut down after 12 seconds.
Please wait for the device to cool down before turning it on again. this is mainly designed to
protect the battery and avoid damage to your phone and battery. It is recommended to wait
for the temperature of the phone to cool down before using it again. (Correct)

29. For ColorOS 11, when switching the system language from Chinese to English, you need to
drag English to the top of the list. (Correct)

30. If phone space is less than 10% of the storage, the application may not load normally and
affect the operation of the phone, It is recommended that users clean up their phones
regularly, uninstall unused software, and delete unnecessary ones. (Documents, compressed
packages, installation packages, and other materials, or enter the phone manager to clean up
the cache/uninstall residual data). (Correct)

31. The network signal may be affected by the user's location, such as high-rise buildings, high-
speed railways, viaducts, mountainous areas, tunnels and garages. (Correct)

32. When the user reports that the mobile phone has no signal, we need to confirm whether the
model matches the SIM card network system. (Correct)
33. Do not use the mobile phone for a long time, which will easily cause the mobile phone to
overheat and accelerate the battery loss. (Correct)

34. If the inaccurate positioning appears in a certain navigation software of the user's phone, the
agent should: A. Confirm whether the location permission of the third-party software B.
Guide the user to update the navigation software version or replace other navigation
software" (Correct)

35. Both abnormal network and abnormal download sources may cause the third-party software
download failure" (Correct)

36. The mobile phone system consists of many programs. These programs follow the system,
mainly to ensure the stable operation of the system. Therefore, many built-in applications of
the system do not support uninstallation. This is required for system security." (Correct)

37. Set live wallpapers can effectively save battery" (Wrong) > Can’t

38. When taking pictures or photography for a long time, the camera, GPU (image processor),
CPU (processor), and other devices are required to work together. It may lead to mobile
phone heating because of higher load and power consumption." (Correct)

39. The user can enter “Settings-Battery-Power usage” to see the power consumption of
different applications. (Correct)

40. Reno7 5G supports the external storage card, while Reno7 Pro 5G does not support the
external storage card. (Correct)

41. No response to specific applications (screen stuck), It is recommended to reinstall the latest
version of the application in the Play store, if it still cannot be restored, please contact the
customer service center for processing. (Correct)

42. The clone system and the main system can share notifications, and can also import and
export data with each other. (Correct)

43. It can be directly flashed “Change the software” when the phone isn’t powered on. (Wrong)
> Can’t

44. During the service process, the agent needs to take the initiative to ask and confirm the user
model and version". (Correct)
45. Users should be advised to back up the phone data before formatting the phone. (Correct)

46. Private pictures, videos, audios, documents and other files can be stored in the APP Lock"
(Wrong)

47. Screen recording can be started from the control center or the sidebar. (Correct)

48. High performance mode won't affect the power consumption. (Wrong)

49. In the chat, after the user indicates the question, the agent needs to confirm the user's
question again to avoid errors in understanding. (Correct)

50. In Chat, vulgar, pornographic, gambling, and drug-related emojis are prohibited. (Correct)

51. Google backup can be performed in [Settings] > [Google] > [Backup] and toggle on [Back
up to Google Drive]. Tap [Account] and choose or add your Google account. Then, tap
[Back up now]. (Correct)