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Modules 11, 14, & 15 Flashcards | StudBud
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Modules 11, 14, & 15
Modules 11, 14, & 15
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1
A user tells you that Microsoft Word gives errors when saving a file. What should you do next?
Use Task Manager to end the Microsoft Word program.
Ask the user to save the error message as a screenshot next time.
Install Windows updates that also include patches for Microsoft Word.
Ask the user when the problem first started.
2
When using the search box in Windows 10, you can search for an app or a file or search for its name on the web.
False
True
3
When Windows first starts & a user signs in, a message about a missing DLL appears. What do you do first? Second?
1. Use the Services console to stop the process. 2. Use Component Services
1. Search the the web 2. Use Task Manager to identify the startup process.
4
If you are having a problem with a driver, which of the following should you try first? Second?
Use System Restore to apply a restore point / Perform a clean boot
Update the driver / Update Windows
5
You need to install a customized console on 10 computers. What is the best way to do that?
Create the console on one computer and copy the .msc file to the other nine
Create the console on one computer and copy the .mmc file to the other nine
When installing on first computer write down steps so it's easier next time
6
How could Isaac have avoided issues for using his phone at work to respond to texts about work related issues?
Provided proper documentation.
Made sure he was culturally sensitive.
Avoided distractions.
Clarified with the client the nature of the problem.
7
While troubleshooting an app, you want to eliminate faulty memory as a source of the problem. Which command do you use?
Taskmgr.exe
Mdsched.exe
Msconfig.exe
Sfc /scannow
8
What is the command to use the System File Checker to immediately verify and repair system files?
help /?
chkdsk
filechk
sfc /scannow
9
Stop errors happen when which type of processes encounter an error?
Processes created by Windows components running in user mode
Processes created by anti-malware software
Processes created by applications
Processes created by Windows components running in kernel mode
10
A software is designed to work in an x86-based Windows. Which folder has program files for this software?
It depends on the version of Windows installed.
C:\Windows
C:\Program Files
C:\Program Files (x86)
11
A team needs to ensure a project is staying on time, budget & quality. What is a word that measures these objectives?
Protocol
Topology
Project life cycle
Scope
12
Your Windows system boots to a blue screen stop error and no Start screen or desktop. What do you do first?
Reinstall Windows.
Verify that the system is getting power.
Attempt to boot into Windows RE using Windows setup DVD or a recovery drive
Use the web to research the stop error messages and numbers.
13
When PC starts, you get error message about a missing operating system. At what point in startup does this error occur?
When Windows attempts to launch the Windows kernel
When Windows attempts to launch critical device drivers
When Windows attempts to load the user profile
When BIOS searches for OS using devices listed in the boot priority order
14
Which term refers to the patterns in which network devices are connected for communication and resource sharing?
Network topology diagram
Protocol
Project life cycle
Topology
15
What is the maximum amount of memory supported by a 32-bit Windows operating system?
4GB
32GB
1GB
16GB
16
What term defines the activities to revert to the original state after a failed change implementation?
Rollback plan
Protocol
Application update
SOP (Standard Operating Procedure)
17
Which of the following is
not
considered good customer service?
Following up with customers / Meeting Expectations
Disclosing the experience on social media
Meeting timelines / Explaining why a timeline wouldn't be possible
Being on time / Avoiding Distractions
18
Error messages say Windows registry is corrupted & you can't boot from the hard drive. Best 1st step? 2nd?
Boot Windows RE; perform startup repair / System Restore to restore point
Boot Windows RE to run CMD / Refresh using a system image or custom image
19
You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?
Explain that you cannot solve his problem but you'll find someone who can.
Ask a knowledgeable coworker for help.
Go back through the problem one more time, looking for what you overlooked.
Interview the user again to make sure you correctly understand the problem.
20
Larry uses his PC at home & work. He connects to the company Wi-Fi to share files. Which version of Windows 10 is best?
Windows 10 Home
Windows 10 Pro
Windows 10 Enteprise
Windows 10 Education
21
A stop error halts the Windows 10 system while it is booting, and the booting starts over in an endless loop. Solution?
Press F9 at startup and then disable automatic restarts.
Press F8 at startup and then disable automatic restarts.
Use the Windows Startup Settings screen to disable automatic restarts.
Launch Windows 10 from setup media and perform a Windows 10 reset.
22
You are seeing multiple errors about device drivers failing to launch at startup. Best option to try first? Second?
Perform a startup repair / Restore the SYSTEM hive from backup
Perform a Windows 10 reset / Restore the SAM hive from backup
23
When fixing a slow system, Task Manager shows superfetch service is using a high percentage of CPU time. BEST next step?
Update Windows to improve superfetch performance.
Disable superfetch to improve performance.
Superfetch is an essential Windows process and should not be disabled.
Ask the user if he uses the superfetch service. If he doesn't, uninstall it
24
When a driver is giving problems in Windows 10, which tool offers the least intrusive solution?
Registry Editor
System Restore
Windows Update
Device Manager
25
You want to copy the bootmgr file from a working PC to a PC with a problem. Where can you locate the bootmgr file?
System Reserved\Boot\bootmgr
System Reserved\bootmgr
C:\Boot\bootmgr
All of the above
26
While with a customer, you discover you will need a part that you don't currently have. What should you do?
Do research on the part, and schedule a time to come back and fix the PC.
Explain the situation and how to order the part. Set a new repair date.
Tell the customer to purchase the part and call when they receive it.
Leave and get the part and come back.
27
When cleaning up the startup process, which of these should you do first?
Run the Defrag utility to optimize the hard drive
Run System Configuration to see what processes are started.
Use the Registry Editor to look for keys that hold startup processes.
After you launch several apps, use Task Manager to view a list of them.
28
You want to find basic info about a PC (OS version, amount of RAM etc.) Where can you quickly find this in Windows 10?
Windows Information
UEFI/BIOS System information
System window
System Information applet
29
You get error “A disk read error occurred.” You try to boot Windows setup DVD & get the same error. MOST likely cause?
The Windows setup DVD is scratched or damaged in some way.
Both the optical drive and the hard drive have failed.
The boot device order is set to boot from the HD before the optical drive.
The hard drive is so damaged the system cannot read from the DVD.
30
What is an area where support agents can look for answers about a network, product or service?
Knowledge Base
Blog
Intranet
Ticketing System
31
What type of software is used to control a computer?
Utility
Application
Interface
Operating system
32
What is another name for several small utility programs that are found in the Control Panel?
System processes
Applets
Extensions
Downloads
33
You're choosing a monthly rotation for backup of a critical data source. Which type of backup should be used?
Father Backup
Son Backup
Grandfather Backup
System Backup
34
As a computer starts up, you see an error message about the HAL. At what point in startup does this error occur?
When Windows attempts to load the user profile
When Windows attempts to launch critical device drivers
When BIOS searches for OS using devices listed in the boot priority order
When Windows attempts to launch the Windows kernel
35
Lane is worried because there are notes about a client saying they're hard to deal with. What advice can you give Lane?
Just ignore them and get to work on the computer.
Don't argue / Show you understand the issue / Don't dismiss their ideas
36
Which of the following is a group tasked with meeting on a regular basis to oversee changes?
Change Advisory Board
C suite employees
Project managers
Shareholders
37
What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?
File extension
File name
File path
File version
38
Error at PC startup about a service failing to start and then the PC locks up. Safe Mode has the same error. What next?
Perform an upgrade repair of Windows 10.
Boot to Windows RE and enable boot logging.
Use the command prompt to edit the registry.
Boot to Windows RE and perform a startup repair.
39
Application works when system is loaded in Safe Mode but doesn't work when Windows loads normally, what can you assume?
The CMOS battery is faulty
Problem isn't the app. It's the OS, drivers, or other startup programs.
The application is using x86 architecture.
The computer doesn't have enough RAM to handle the application.
40
Your friend is having problems finding the bootmgr file and asks for your help. What is your best response?
Use the File Explorer options applet to unhide the hidden bootmgr file.
Explain to your friend that he can use the bootrec command instead
Use diskpart commands to "unhide" and locate the file.
Explain to your friend that performing a startup repair is a better option.
41
How does Windows know which application to use to open a file when you double-click the file in File Explorer?
Windows uses the file extension and associates it with an application.
Files have neccessary applications pre-installed with them.
You will have to set it manually for all files individually
42
Which Windows program must be running before a user can sign in to Windows?
Lsass.exe
Userinit.exe
Explorer.exe
Kernel.exe
43
While working, Richard notices paperwork on the user's desk that contains bank account information. What should he do?
Ignore the paper and finish working on the computer.
Put something over the papers so that he can't see the information.
This information might be useful to have, so he should take a picture.
Ask the client to remove the documents.
44
A client thinks that their problem is the video card and says they think they need to reseat it. What should you do?
Use computer jargon when talking with the client.
Compliment client's knowledge / Check simple things / Ask them to backtrack
Explain that you are certified and don't need help
45
A PC usually has only 1 OS but all OSs perform 4 main functions. Which of the following are part of the main functions?
Manage files
Manage Users
Manage Network
Provide a user interface
46
Took a PC home with you for repair. Customer calls & needs the PC back early. How could you have avoided the situation?
Offered the user different repair options.
Actively listened to the user.
Not been distracted by text messages while working on the computer.
Provided proper documentation on the service provided.
47
You can't see Documents folder and lose user settings. You suspect a corrupted user profile. What do you do 1st? 2nd?
1. C:\User\%user%\Documents folder - 2. Use the sfc command.
1. Check the C:\Users\%user%\Documents folder - 2. Use the chkdsk command.
48
What version of Windows 8.1
can't
lock the hard drive so that it's unusable if removed from a laptop?
Windows 8.1 Core
Windows 8.1 Pro
Windows 8.1 Enterprise
Windows 8.1 Basic
49
Data on your HD that isn't backed up & your Windows is corrupted, requiring you to perform a full reinstall. First step?
Make every attempt to recover the data.
Reformat the hard drive and reinstall Windows.
Perform an in-place upgrade of Windows.
Use System Restore to apply a restore point.
50
While working at a client's desk, the client's phone rings & they say that they must take the call. What should you do?
Explain that you need to meet time deadlines
Stay and work on the computer during the phone call
Excuse yourself and check back when the call is complete
Leave and work on another client
51
Sara gets a call from a customer who bought a Windows 10 PC. What should Sara do when helping an inexperienced customer?
Use technical jargon to teach the customer how to understand technicians.
Stay positive / Ask what's on the screen / Avoid deleting files or settings
Tell the customer they should not try to install the printer.
52
PC cant run old apps well. Reinstalling apps didnt help. You sometimes get BSOD. Which subsystem is at fault? Next step?
Memory is faulty; run Memory Diagnostics.
Windows Update is not working; use System Restore.
Windows is corrupted; reinstall Windows.
Applications are faulty; uninstall and reinstall the apps
53
Why is it important to maintain a positive attitude when working with customers?
Helps to establish a good customer relationship.
Helps you to be more reliable.
Helps the customer feel confident you can fix the problem.
Shows that you have the knowledge needed to fix the problem.
54
A customer begins explaining an issue you've seen several times. What should you do when you realize you know the issue?
Ignore what the client is saying and get to work.
Interrupt the client so that you can get to work right away.
Actively listen to the client until they finish explaining the problem.
While the client is explaining, start looking up info on your phone.
55
What is a tool that is used to manage company resources?
Ticketing System
2FA
Password
Asset Tag
56
A user calls upset about a web issue & starts to talk about the service/IT workers. How can you defuse the situation?
Hang up on their face
Defend the IT department
Call the supervisor and ask for help with the customer
Let the customer vent and then restart the conversation.
57
Which of the following is a code of conduct for using company resources?
AUP (Acceptable Use Policy)
Regulatory compliance requirements
Checklist
SOP (Standard Operating Procedure)
58
How can you eliminate the possibility that an application error is caused by another application in the background?
Enable TPM in BIOS
Upgrade RAM to handle applications better
Boot in Safe Mode
Block applications that aren't being utilized using the PC's firewall
59
You notice that users aren't following corporate guidelines on password safety. What can you do about the policy issues?
Confront the employees about the issue.
Ignore the security problems.
Wait until he returns to his office and inform his supervisor.
Train the employees on why these issues are security concerns.
60
An app is frozen & you can't close the window. What is the first thing you should do to end the process? Second thing?
1. Use the tasklist command. - 2. Reboot the system.
1. Use Task Manager - 2. Use the taskkill command
