Question 1

Which of the following is not considered good customer service? (Select all that apply.)

Accepted Answer

A)  Be on time. 
B)  Avoid distractions. 
C)  Follow up with the customer. 
D)  Disclose the experience on social media. 
E)  Meet expectations.
F) Meet timelines, and if not possible, explain why. 
A)  Be on time. 
B)  Avoid distractions. 
C)  Follow up with the customer. 
D)  Disclose the experience on social media. 
E)  Meet expectations.
F) Meet timelines, and if not possible, explain why.

Question 2

What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?

Accepted Answer

A)  File name 
B)  File extension 
C)  File version 
D)  File path 
A)  File name 
B)  File extension 
C)  File version 
D)  File path

Question 3

Sara receives a call from a customer who just purchased her first computer with Windows 10 installed. She is having some issues using the new computer and needs help setting up a printer.   
What should Sara do when working with the inexperienced customer? (Select all that apply.)

Accepted Answer

A)  Keep a positive attitude. 
B)  Frequently ask the customer what she sees on the screen. 
C)  Use technical jargon to teach the customer how to understand technicians. 
D)  Avoid asking the customer to take steps that might destroy files or settings. 
E)  Explain that because of her inexperience, the customer should not try to install the printer. 
A)  Keep a positive attitude. 
B)  Frequently ask the customer what she sees on the screen. 
C)  Use technical jargon to teach the customer how to understand technicians. 
D)  Avoid asking the customer to take steps that might destroy files or settings. 
E)  Explain that because of her inexperience, the customer should not try to install the printer.

Question 4

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer.  
Where can Wanda find this information quickly in Windows 10?

Accepted Answer

A)  System Information applet 
B)  Windows Information 
C)  UEFI/BIOS System information 
D)  System window 
A)  System Information applet 
B)  Windows Information 
C)  UEFI/BIOS System information 
D)  System window

Question 5

What is another name for several small utility programs that are found in the Control Panel?

Accepted Answer

A)  Downloads 
B)  System processes 
C)  Extensions 
D)  Applets 
A)  Downloads 
B)  System processes 
C)  Extensions 
D)  Applets

Which of the following is not considered good customer service? (Select all that apply.)

What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?

Sara receives a call from a customer who just purchased her first computer with Windows 10 installed. She is having some issues using the new computer and needs help setting up a printer. What should Sara do when working with the inexperienced customer? (Select all that apply.)

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer. Where can Wanda find this information quickly in Windows 10?

What is another name for several small utility programs that are found in the Control Panel?

Installing Windows

Setting up a Local Network

Maintaining Windows

Troubleshooting Windows After Startup

Troubleshooting Windows Startup

Securing and Sharing Windows Resources

Security Strategies and Documentation

Supporting Mobile Devices

Macos, Linux, and Scripting

Appendix: Asafety Procedures and Environmental Concerns

Filters

Exam 1: Windows Versions and Customer Service

Which of the following is not considered good customer service? (Select all that apply.)

What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?

Sara receives a call from a customer who just purchased her first computer with Windows 10 installed. She is having some issues using the new computer and needs help setting up a printer. What should Sara do when working with the inexperienced customer? (Select all that apply.)

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer. Where can Wanda find this information quickly in Windows 10?

What is another name for several small utility programs that are found in the Control Panel?

Installing Windows

Setting up a Local Network

Maintaining Windows

Troubleshooting Windows After Startup

Troubleshooting Windows Startup

Securing and Sharing Windows Resources

Security Strategies and Documentation

Supporting Mobile Devices

Macos, Linux, and Scripting

Appendix: Asafety Procedures and Environmental Concerns

Filters