Question 1

Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.

Accepted Answer

A Windows application or hardware proble

Question 2

What command will unregister a component when run?

Accepted Answer

A)  unreg.exe /a 
B)  del.exe com+ 
C)  regsvr32.exe /u 
D)  service /c 
A)  unreg.exe /a 
B)  del.exe com+ 
C)  regsvr32.exe /u 
D)  service /c

Question 3

If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.

Accepted Answer

A) True 
 B)False

Question 4

When working with co-workers and supervisors, which of the following is a good practice?

Accepted Answer

A)  if you have a problem with a co-worker, first discuss it with other co-workers 
B)  if you need to give bad news or criticism, use email to lessen the blow 
C)  be professional by putting business matters over personal matters 
D)  never tell your boss you can't take on a new project, even if it's beyond your skills 
A)  if you have a problem with a co-worker, first discuss it with other co-workers 
B)  if you need to give bad news or criticism, use email to lessen the blow 
C)  be professional by putting business matters over personal matters 
D)  never tell your boss you can't take on a new project, even if it's beyond your skills

Question 5

What is the last step in the six step troubleshooting method covered in this chapter?

Accepted Answer

A)  Plan the fix 
B)  Resolve the problem 
C)  Document 
D)  Verify and prevent 
A)  Plan the fix 
B)  Resolve the problem 
C)  Document 
D)  Verify and prevent

Question 6

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.

Accepted Answer

A) True 
 B)False

Question 7

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

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 8

What command will open the Memory Diagnostics utility?

Accepted Answer

A)  memdiag.exe 
B)  mdsched.exe 
C)  ramcheck.exe 
D)  memfix.exe 
A)  memdiag.exe 
B)  mdsched.exe 
C)  ramcheck.exe 
D)  memfix.exe

Question 9

What console can be used to enable, disable, start, or stop a service?

Accepted Answer

A)  msconfig 
B)  services.msc 
C)  devmanage.msc 
D)  taskmgr 
A)  msconfig 
B)  services.msc 
C)  devmanage.msc 
D)  taskmgr

Question 10

Which of the following involves assigning a problem to those higher in the support chain?

Accepted Answer

A)  ticket logging 
B)  problem escalation 
C)  responsibility passing 
D)  issue resolution 
A)  ticket logging 
B)  problem escalation 
C)  responsibility passing 
D)  issue resolution

Question 11

Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.

Accepted Answer

Errors with memory are often difficult t

Question 12

What is a good practice when working with a customer on site?

Accepted Answer

A)  if a customer has a document on the screen, it's okay to read it 
B)  limit use of your cell phone to work-related calls 
C)  since you are there to help, it's okay to use the customer's phone for important calls 
D)  inform the user that if you have to leave while they make a phone call, they will have to pay more 
A)  if a customer has a document on the screen, it's okay to read it 
B)  limit use of your cell phone to work-related calls 
C)  since you are there to help, it's okay to use the customer's phone for important calls 
D)  inform the user that if you have to leave while they make a phone call, they will have to pay more

Question 13

Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.

Accepted Answer

A) True 
 B)False

Question 14

What should you do if you cannot solve a problem that you are working on?

Accepted Answer

You should know your company's policy fo

Question 15

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?

Accepted Answer

A)  Last Known Good Configuration 
B)  Event Viewer 
C)  Device Manager 
D)  Memory Diagnostics 
A)  Last Known Good Configuration 
B)  Event Viewer 
C)  Device Manager 
D)  Memory Diagnostics

Question 16

What should you do when you have a customer that is frequently complaining about your company, products, or services?

Accepted Answer

A)  explain how the customer is being inappropriate and end the conversation 
B)  inform the customer that you agree and will make suggestions to management 
C)  allow the customer to vent for a while and apologize as necessary 
D)  if the complaint is not in your area of expertise, explain how it is not your problem and ask to move on 
A)  explain how the customer is being inappropriate and end the conversation 
B)  inform the customer that you agree and will make suggestions to management 
C)  allow the customer to vent for a while and apologize as necessary 
D)  if the complaint is not in your area of expertise, explain how it is not your problem and ask to move on

Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.

What command will unregister a component when run?

If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.

When working with co-workers and supervisors, which of the following is a good practice?

What is the last step in the six step troubleshooting method covered in this chapter?

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

What command will open the Memory Diagnostics utility?

What console can be used to enable, disable, start, or stop a service?

Which of the following involves assigning a problem to those higher in the support chain?

Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.

What is a good practice when working with a customer on site?

Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.

What should you do if you cannot solve a problem that you are working on?

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?

What should you do when you have a customer that is frequently complaining about your company, products, or services?

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

Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.

What command will unregister a component when run?

If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.

When working with co-workers and supervisors, which of the following is a good practice?

What is the last step in the six step troubleshooting method covered in this chapter?

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

What command will open the Memory Diagnostics utility?

What console can be used to enable, disable, start, or stop a service?

Which of the following involves assigning a problem to those higher in the support chain?

Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.

What is a good practice when working with a customer on site?

Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.

What should you do if you cannot solve a problem that you are working on?

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?

What should you do when you have a customer that is frequently complaining about your company, products, or services?

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