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ITE 6.0 Chapter 13 The IT Professional Flashcards | StudBud
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ITE 6.0 Chapter 13 The IT Professional
ITE 6.0 Chapter 13 The IT Professional
30 terms
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Flashcards
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Questions
30
Answers
1
Put the customer on hold without telling the customer what you are about to do...
Do
Do Not
2
What can be used by a help desk technician to access a customers computer
Remote Access
BIOS
Access remotly
Wireless Access Point
3
What is an example of personal software liscense
ENTERPRISE LISCENSE
EULA
TERMS OF AGREEMENT
SLA
4
Illegal computer or network usage may include
Using a computer that doesn't sell counterfeit goods
Watching Pornography
Using nonpirated software
Identity Theft
5
A basic type of data that is collected.
Mainframe data
Volatile data
Persistent data
Graphics card data
6
What is not one of the three rules of conversation
Notice me
Know
Relate
Understand
7
Definition: Questions that a customer can answer with a simple response
Open-Ended Questions
Close-Ended Question
8
As a technician what method should be used with a talkative customer?
Using industry jargon to show technical knowledge
Place the customer on hold
Allow the customer to take control of the conversation
Ask as many open-ended questions as possible
9
What is an open source license?
Allows users to make profit
Allows developers to modify and share source code
Allows developers to use without making a profit
Allows user to use software
10
What does it mean when a technician receives a downcall
A call that is dropped
A call with a depressed customer
Call where significant part where IT infrastructure is down
A call in the queue
11
The laws that affect computer security professionals:
Professional Policy
MSDS
Cyberlaw
Security Law
12
What term in customer relations defines a 1 to 1 connection
Connect
Understand
Communicate
Relate
13
A list of rules for communicating over the internet
IEEE 802.11 Standard
Netiquette
Common Sense
Internet Policy
14
What is not a primary element of cyberlaw
Wiretap act
Act 97.16.54 of the Electronics Act
Stored Electronic Communication Act
Pen/Trap & Truce Statute
15
The primary elements of cyberlaw are...
all of the above
Stored electronic communication act
Pen/trap and trace statute
Wiretap act
16
What might affect the forensics process?
Security Policy
Administrative Technician
Routine Administrative Tasks
Administrative Policy
17
What should you not do to manage stress
Practice relaxed breathing
Eat something small
Carry frustrations from one call to the next
Avoid stimulents
18
Which is a source of volatile data?
BIOS settings
RAM
Data stored on a hard drive
Data on a disk
19
How do you confront an angry customer
Sympathize with the customers problem
Spend call time talking about what caused the problem
Put this customer on hold without asking
Explain their mistakes to them
20
What should you do when speaking to a rude customer
Listen very carefully
Sympathize with the customer
Allow them to talk for one minute
Tell them to do the obvious steps first
21
A database that is pre-programmed with common problems and solutions
Database
Software
Knowledge Base
Mainframe
22
A single law can be cyber law...
False
True
23
How do you confront an inexperienced customer
Speak in plain terms
Use a simple step by step process of instructions
Use industry jargon
Belittle your customer
24
What is persistant data?
Data stored on local drive and is preserved
RAM
Cache
Data stored on local drive and is not preserved
25
What is the contract that defines expectations between an organization and a service vendor
SLP
ASL
SLA
MLP
26
It is not permissible to make a customers IT resources available to Unauthorized users
False
True
27
What is given to the level 2 technicians that is prepared by a level 1 technician
Work Schedule
Escalated work order
Escalated Open- Ended Questions
MSDS
28
Depending on the country, legal computer or network usage may include...
Surfin' da WEB
Pornography
Identity theft
Using a computer to sell counterfeit goods
29
Which of the following is an example of bad netiquette
TYPING IN ALL CAPS
Using mixed case
Using proper punctiuation
Refraining from jargon
30
What is SLA?
Title format
Legal agreement that contains responsibilities
Worksheet
Survey
