Which statement best describes a call center?

It is a place to provide computer support to customers.

What is the definition of the term SLA?

a legal agreement that defines the liabilities of the center

What skill is essential for a level one technician to have?

The ability to summerize a problem in a work order

What is a reason to escalate a problem from a level one technician to a level two technician?

when drivers, applications,etc need to be installed

User says that the time is always wrong every time the laptop is powered on What is the problem

The CMOS battery requires replacement.

What does it mean when a technician receives a "down" call?

A call when an entire IT structure is down preventing work

A user is trying to access email but the email client is asking for a username and a password

The Caps Lock function is enabled., The username or the password entered are incorrect.

A message appears indicating that the files are corrupted. What could cause this problem?

The hard drive is beginning to fail.

What are NOT pieces of information a level one technician should gather from a customer?

output from diagnostic software

What is considered ethical behavior by a technician when communicating with a customer?

A technician must only send solicited emails.

Which two actions would be considered examples of poor communication skills

Minimize customer problems., Make negative remarks about other technicians.

Which situation would require that a support desk call be given the highest priority?

The company cannot operate because of a system failure.

Which two issues could cause a laser printer to jam?

There is dirt or debris in the printer., The wrong type of paper is being used.

A user receives a access denied message when trying to open some files. What is a cause of this

he user is not a member of the group that has permission

A windows machine is very slow and the 'usage' light is solid. What could be causing this?

The laptop requires more RAM., The hard drive is fragmented.

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IT Essentials Chapters 11 and 12

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Questions 25

Answers

1
A laptop is working very slowly, the properties of the hard drive shows that 196 GB are free.
Replace the existing hard drive with a higher capacity one.
Reconfigure the BIOS settings.
Overclock the CPU.
Add additional RAM.
2
A user complains that a laser printer outputs streaks on every page. What could cause this ?
The fuser has failed.
The printer does not have enough memory.
The drum is damaged.
The toner level is low in the EP cartridge.
3
During forensics investigations, which type of data is lost when power is removed from the pc?
data that is stored on solid state drives
data that is stored on magnetic disk
data that is stored to an external drive
data that is stored in RAM
4
What does a technician need in order to make changes to software installed on a client's pc?
customer authorization
verification that the software is legal
two witnesses
the authorization of a more senior technician
5
Which statement best describes a call center?
It is a help desk where the customers go to fix their pc's
It is a help desk used by customers to make an appointment
It is a busy work environment that documents pc problems
It is a place to provide computer support to customers.
6
What is the definition of the term SLA?
a contract that defines the expectations of the technician
the responsibilities a customer has with the technician
an acronym for stress level agreement
a legal agreement that defines the liabilities of the center
7
What skill is essential for a level one technician to have?
The ability to summerize a problem in a work order
The ability to resolve a work order made by a lvl2 techniton
the ability to gather relevant information from the customer
The ability to move a problem to lvl2 as soon as its receive
8
What is a reason to escalate a problem from a level one technician to a level two technician?
when the screen resolution of a PC needs to be adjusted
when the equipment needs to be rebooted
when a peripheral device needs to be replaced
when drivers, applications,etc need to be installed
9
laptop keeps shutting down without warning while still powered. What could cause this?
The power settings are incorrectly configured.
The laptop battery is not seated properly.
The laptop is overheating.
The BIOS needs to be updated.
10
User says that the time is always wrong every time the laptop is powered on What is the problem
A motherboard connector is failing or has a short.
The CMOS battery requires replacement.
The LCD power inverter has failed.
A driver is not configured properly.
11
What does it mean when a technician receives a "down" call?
A call when an entire IT structure is down preventing work
A call is simple to solve
A call between a customer and call center is interrupted
a call that has the maximum response time exceeded
12
A user is trying to access email but the email client is asking for a username and a password
The email server is not operational.
The Caps Lock function is enabled.
The username or the password entered are incorrect.
There is a lack of connection with the DHCP server
13
A user says that when a page is printed on a laser printer the page smears when touched. Why?
The EP drum is damaged.
The pickup rollers are defective.
The laser assembly is faulty.
The fuser has failed.
14
A message appears indicating that the files are corrupted. What could cause this problem?
The BIOS needs updating.
The CPU needs upgrading.
The hard drive is beginning to fail.
The amount of RAM is insufficient.
15
What are NOT pieces of information a level one technician should gather from a customer?
contact information
output from diagnostic software
description of the problem
details of any recent changes to the computer
16
What is considered ethical behavior by a technician when communicating with a customer?
It is normal to send chain emails to customer
A technician must only send solicited emails.
A technician can send forged emails to customers.
A technician can send mass emails to customers
17
Which task would require that a problem be escalated to a level two technician?
changing toner cartridges
changing CMOS settings
cleaning a mouse
checking loose external cables
18
Which two actions would be considered examples of poor communication skills
Minimize customer problems.
Refuse personal calls while talking to a customer.
Make negative remarks about other technicians.
Use a positive tone of voice.
19
Which situation would require that a support desk call be given the highest priority?
Some computers cannot log in to the network.
A couple of computers have operating system errors.
The company cannot operate because of a system failure.
Two users are requesting an application enhancement.
20
A technician fixes a problem and tells the client what's wrong. What step is taking place
Document findings
Identify the problem
Implement a solution
Verify the solution and full system functionality
21
Which two issues could cause a laser printer to jam?
There is dirt or debris in the printer.
The drum is damaged.
The wrong type of paper is being used.
The fuser is failing.
22
Which area describes analyzing data from computer systems as part of an investigation
computer forensics
cryptography
disaster recovery
cyber law
23
A user receives a access denied message when trying to open some files. What is a cause of this
The BIOS settings are not configured correctly.
he user is not a member of the group that has permission
The TPM must be enabled.
A firewall is blocking access to those resources.
24
A laptop only displays vertical lines that change color. What is the problem?
The backlight lamp has failed.
The LCD screen has failed.
The LCD screen inverter has failed.
The BIOS is corrupt.
25
A windows machine is very slow and the 'usage' light is solid. What could be causing this?
The CPU is defective.
The laptop requires more RAM.
The hard drive is fragmented.
The BIOS settings are wrong.

IT Essentials Chapters 11 and 12 Flashcards | StudBud