Question 1

What is defined as a record of a call for help with a computer problem?

Accepted Answer

A)  token tracker 
B)  online help database 
C)  expert system 
D)  ticket 
A)  token tracker 
B)  online help database 
C)  expert system 
D)  ticket D

Question 2

If a file fails to open, what could be the issue?

Accepted Answer

Windows depends on the file extension to associate a data file with an application used to open it, which it calls the file association. An application associated with a file extension is called its default program. When you double-click a data file and Windows examines the file extension and doesn't know which application to call on to open the file, it displays an error message. The solution to this problem is to change the file association for the data file's file extension.

Question 3

What is an expert system and what is used for?

Accepted Answer

An expert system is software that is designed and written to help solve problems. It uses databases of known facts and rules to simulate human experts' reasoning and decision making. Expert systems for PC technicians work by posing questions about a problem to be answered by the technician or the customer. The response to each question triggers another question from the software until the expert system arrives at a possible solution or solutions.

Question 4

List the six steps of the troubleshooting process.

Accepted Answer

1. Interview the user and back up data b

Question 5

You should take ownership of a customer's problem as if it is your own problem.

Accepted Answer

A) True 
 B)False

Question 6

If you have an overly confident user on the phone, what is a good practice?

Accepted Answer

A)  compliment the user's knowledge, insight, and experience 
B)  keep the conversation moving to place the user at a disadvantage 
C)  point out the customer's mistakes to shake their confidence 
D)  use technical jargon that matches or exceeds the customer's use of jargon 
A)  compliment the user's knowledge, insight, and experience 
B)  keep the conversation moving to place the user at a disadvantage 
C)  point out the customer's mistakes to shake their confidence 
D)  use technical jargon that matches or exceeds the customer's use of jargon

Question 7

Describe the steps you should take if you need to end a hanging application and Task Manager is unable to end it.

Accepted Answer

1. Open a Command Prompt window and use

Question 8

What should you do if you are being verbally abused by a customer?

Accepted Answer

Know how your employer wants you to hand

Question 9

Match between columns
                        Premises: a tool that can be used to register components
software that records the progress and resolution of a problem ticket
assignment of a problem to someone higher in the support chain
a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file
a record of a help request and its current status
a program associated with a file extension
A command used to find the ID number of each running process
A command that uses the process ID to stop a process
a utility that is used to register component services
another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system

Accepted Answer

The Answer of Tasklist and default program and ticket and is...

Question 10

What can you do if you suspect an application requires more privileges than the currently logged-on account?

Accepted Answer

A)  run the application from the command line using the /highpriority parameter 
B)  use the Run as administrator shortcut menu option 
C)  double-click the application icon while holding down the Home key 
D)  download a 64-bit version of the application and try it again 
A)  run the application from the command line using the /highpriority parameter 
B)  use the Run as administrator shortcut menu option 
C)  double-click the application icon while holding down the Home key 
D)  download a 64-bit version of the application and try it again

Question 11

Briefly explain why you should document after you have solved a problem.

Accepted Answer

Good documentation helps you take what y

Question 12

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?

Accepted Answer

A)  oscilloscope 
B)  flashlight 
C)  multimeter 
D)  ESD strap 
A)  oscilloscope 
B)  flashlight 
C)  multimeter 
D)  ESD strap

Question 13

Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.

Accepted Answer

A) True 
 B)False

Question 14

What should be done if a system cannot boot from the hard drive?

Accepted Answer

A)  Reinstall Windows 
B)  Boot from the Windows setup DVD 
C)  Run System File Checker 
D)  Replace the hard drive 
A)  Reinstall Windows 
B)  Boot from the Windows setup DVD 
C)  Run System File Checker 
D)  Replace the hard drive

Question 15

What should be entered at a command prompt in order to scan all system files?

Accepted Answer

A)  msinfo32 /verify 
B)  systeminfo /sysfiles 
C)  sfc /scannow 
D)  chkdsk /r 
A)  msinfo32 /verify 
B)  systeminfo /sysfiles 
C)  sfc /scannow 
D)  chkdsk /r

Question 16

What should you do after a problem has been resolved at an on-site service call?

Accepted Answer

A)  if you restored data, tell the user all their data is fully restored 
B)  hand the customer the bill and tell him to have a nice day 
C)  tell the customer that if they contracted for preventive maintenance, these problems wouldn't happen 
D)  if you changed anything since the last boot, reboot one more time 
A)  if you restored data, tell the user all their data is fully restored 
B)  hand the customer the bill and tell him to have a nice day 
C)  tell the customer that if they contracted for preventive maintenance, these problems wouldn't happen 
D)  if you changed anything since the last boot, reboot one more time

Question 17

When working with a computer illiterate user over the phone, what is NOT a good practice?

Accepted Answer

A)  frequently ask the customer to tell you what is displayed on the screen 
B)  don't ask the customer to perform a task that might destroy data 
C)  before proceeding with the call, tell the customer to put someone else on the line 
D)  provide step-by-step mouse and keyboard instructions 
A)  frequently ask the customer to tell you what is displayed on the screen 
B)  don't ask the customer to perform a task that might destroy data 
C)  before proceeding with the call, tell the customer to put someone else on the line 
D)  provide step-by-step mouse and keyboard instructions

Question 18

How can you eliminate the hard drive as the source of an application error?

Accepted Answer

To eliminate the hard drive as

Question 19

The System Restore utility can be started from command line using what executable?

Accepted Answer

A)  msconfig.exe 
B)  sfc.exe 
C)  services.msc 
D)  rstrui.exe 
A)  msconfig.exe 
B)  sfc.exe 
C)  services.msc 
D)  rstrui.exe

Question 20

What should be done before any changes are made to a system that is experiencing a problem?

Accepted Answer

A)  Examine the system 
B)  Backup data 
C)  Establish a Theory 
D)  Test your Theory 
A)  Examine the system 
B)  Backup data 
C)  Establish a Theory 
D)  Test your Theory

What is defined as a record of a call for help with a computer problem?

If a file fails to open, what could be the issue?

What is an expert system and what is used for?

List the six steps of the troubleshooting process.

You should take ownership of a customer's problem as if it is your own problem.

If you have an overly confident user on the phone, what is a good practice?

Describe the steps you should take if you need to end a hanging application and Task Manager is unable to end it.

What should you do if you are being verbally abused by a customer?

What can you do if you suspect an application requires more privileges than the currently logged-on account?

Briefly explain why you should document after you have solved a problem.

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?

Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.

What should be done if a system cannot boot from the hard drive?

What should be entered at a command prompt in order to scan all system files?

What should you do after a problem has been resolved at an on-site service call?

When working with a computer illiterate user over the phone, what is NOT a good practice?

How can you eliminate the hard drive as the source of an application error?

The System Restore utility can be started from command line using what executable?

What should be done before any changes are made to a system that is experiencing a problem?

Survey of Windows Features and Support Tools

Installing Windows

Maintaining Windows

Optimizing Windows

Troubleshooting Windows Startup

Connecting to and Setting up a Network

Supporting Mobile Operating Systems

Windows Resources on a Network

Security Strategies

Virtualization Linux and Mac Os X

Filters

Exam 5: Supporting Customers and Troubleshooting Windows

What is defined as a record of a call for help with a computer problem?

If a file fails to open, what could be the issue?

What is an expert system and what is used for?

List the six steps of the troubleshooting process.

You should take ownership of a customer's problem as if it is your own problem.

If you have an overly confident user on the phone, what is a good practice?

Describe the steps you should take if you need to end a hanging application and Task Manager is unable to end it.

What should you do if you are being verbally abused by a customer?

What can you do if you suspect an application requires more privileges than the currently logged-on account?

Briefly explain why you should document after you have solved a problem.

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?

Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.

What should be done if a system cannot boot from the hard drive?

What should be entered at a command prompt in order to scan all system files?

What should you do after a problem has been resolved at an on-site service call?

When working with a computer illiterate user over the phone, what is NOT a good practice?

How can you eliminate the hard drive as the source of an application error?

The System Restore utility can be started from command line using what executable?

What should be done before any changes are made to a system that is experiencing a problem?

Survey of Windows Features and Support Tools

Installing Windows

Maintaining Windows

Optimizing Windows

Troubleshooting Windows Startup

Connecting to and Setting up a Network

Supporting Mobile Operating Systems

Windows Resources on a Network

Security Strategies

Virtualization Linux and Mac Os X

Filters