Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 3

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 4

What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? (Choose all that apply.)

Accepted Answer

A)  back ups may be bad 
B)  consider data corruption 
C)  application settings may be wrong 
D)  application may be corrupted 
A)  back ups may be bad 
B)  consider data corruption 
C)  application settings may be wrong 
D)  application may be corrupted

Question 5

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 6

Matching
Match each item with a statement below.
- A command that uses the process ID to stop a process

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 7

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 8

Matching
Match each item with a statement below.
- a program associated with a file extension

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 9

What is an expert system and what is used for?

Accepted Answer

An expert system is software that is des

Question 10

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 11

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 12

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 13

Matching
Match each item with a statement below.
- assignment of a problem to someone higher in the support chain

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 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 15

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 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

Question 17

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 18

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 19

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 20

What two tools can be used to disable a service and to give a list of all currently running services, respectively?

Accepted Answer

A)  compmgmt.msc 
B)  regsvr32.exe 
C)  msconfig 
D)  taskmgr.exe 
A)  compmgmt.msc 
B)  regsvr32.exe 
C)  msconfig 
D)  taskmgr.exe

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

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

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

What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? (Choose all that apply.)

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

Matching Match each item with a statement below. - A command that uses the process ID to stop a process

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

Matching Match each item with a statement below. - a program associated with a file extension

What is an expert system and what is used for?

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

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.

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

Matching Match each item with a statement below. - assignment of a problem to someone higher in the support chain

What command will unregister a component when run?

What command will open the Memory Diagnostics utility?

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

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

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

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

What two tools can be used to disable a service and to give a list of all currently running services, respectively?

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

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

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

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

What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? (Choose all that apply.)

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

Matching Match each item with a statement below. - A command that uses the process ID to stop a process

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

Matching Match each item with a statement below. - a program associated with a file extension

What is an expert system and what is used for?

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

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.

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

Matching Match each item with a statement below. - assignment of a problem to someone higher in the support chain

What command will unregister a component when run?

What command will open the Memory Diagnostics utility?

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

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

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

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

What two tools can be used to disable a service and to give a list of all currently running services, respectively?

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