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

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 B

Question 3

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 C

Question 4

What are some useful rules to use when troubleshooting? (Choose all that apply).

Accepted Answer

A)  Establish your Priorities 
B)  Become a Researcher 
C)  Never Suspect the User 
D)  Make No Assumptions 
A)  Establish your Priorities 
B)  Become a Researcher 
C)  Never Suspect the User 
D)  Make No Assumptions

Question 5

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

Accepted Answer

To eliminate the hard drive as

Question 6

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

Accepted Answer

Good documentation helps you take what y

Question 7

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 8

List the six steps of the troubleshooting process.

Accepted Answer

1. Interview the user and back up data b

Question 9

Matching
Match each item with a statement below.
- a record of a help request and its current status

Accepted Answer

A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32 
A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32

Question 10

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 11

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 12

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

Accepted Answer

Know how your employer wants you to hand

Question 13

Matching
Match each item with a statement below.
- a tool that can be used to register components

Accepted Answer

A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32 
A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32

Question 14

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 15

Matching
Match each item with a statement below.
- software that records the progress and resolution of a problem ticket

Accepted Answer

A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32 
A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32

Question 16

Matching
Match each item with a statement below.
- a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file

Accepted Answer

A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32 
A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32

Question 17

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 18

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 19

Matching
Match each item with a statement below.
-a utility that is used to register component services

Accepted Answer

A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32 
A)  call tracking 
B)  Blue Screen of Death 
C)  System File Checker 
D)  escalate 
E)  Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32

Question 20

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

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

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

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

What are some useful rules to use when troubleshooting? (Choose all that apply).

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

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

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

List the six steps of the troubleshooting process.

Matching Match each item with a statement below. - a record of a help request and its current status

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

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

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

Matching Match each item with a statement below. - a tool that can be used to register components

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

Matching Match each item with a statement below. - software that records the progress and resolution of a problem ticket

Matching Match each item with a statement below. - a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file

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

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

Matching Match each item with a statement below. -a utility that is used to register component services

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

First Look at Computer Parts and Tools

Working Inside Desktops and Laptops

All About Motherboards

Supporting Processors and Upgrading Memory

Supporting the Power System and Troubleshooting Computers

Supporting Hard Drives and Other Storage Devices

Survey of Windows Features and Support Tools

Installing Windows

Supporting I/O Devices

Maintaining Windows

Optimizing Windows

Troubleshooting Windows Startup

Connecting To and Setting Up a Network

Supporting Network Hardware

Supporting Mobile Operating Systems

Windows Resources on a Network

Security Strategies

Supporting Printers and Customizing a System

Virtualization, Linux, and Mac OS X

Filters

Exam 12: Supporting Customers and Troubleshooting Windows

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

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

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

What are some useful rules to use when troubleshooting? (Choose all that apply).

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

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

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

List the six steps of the troubleshooting process.

Matching Match each item with a statement below. - a record of a help request and its current status

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

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

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

Matching Match each item with a statement below. - a tool that can be used to register components

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

Matching Match each item with a statement below. - software that records the progress and resolution of a problem ticket

Matching Match each item with a statement below. - a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file

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

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

Matching Match each item with a statement below. -a utility that is used to register component services

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

First Look at Computer Parts and Tools

Working Inside Desktops and Laptops

All About Motherboards

Supporting Processors and Upgrading Memory

Supporting the Power System and Troubleshooting Computers

Supporting Hard Drives and Other Storage Devices

Survey of Windows Features and Support Tools

Installing Windows

Supporting I/O Devices

Maintaining Windows

Optimizing Windows

Troubleshooting Windows Startup

Connecting To and Setting Up a Network

Supporting Network Hardware

Supporting Mobile Operating Systems

Windows Resources on a Network

Security Strategies

Supporting Printers and Customizing a System

Virtualization, Linux, and Mac OS X

Filters