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Cisco IT Essentials Chapter 14 (The IT Professional) Flashcards | StudBud
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Cisco IT Essentials Chapter 14 (The IT Professional)
Cisco IT Essentials Chapter 14 (The IT Professional)
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Questions
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Answers
1
What is SLA?
Legal agreement that contains responsibilities
Worksheet
Survey
Title format
2
Illegal computer or network usage may include
Selling counterfeit goods
Watching child pornography
Identity Theft
Selling illicit drugs
3
What is an example of personal software license?
SLA
EULA
TERMS OF AGREEMENT
ENTERPRISE LISCENSE
4
Cookies are a form of
Persistent data
Graphics card data
Volatile data
Mainframe data
5
Put the customer on hold without telling the customer what you are about to do...
Do Not
Do
6
A database that is pre-programmed with common problems and solutions
Mainframe
Software
Database
Knowledge Base
7
Which of the following is an example of bad netiquette
Using Mixed Case
Using proper punctuation?
Refraining from jargon
TYPING IN ALL CAPS
8
How do you deal with an inexperienced customer
Belittle your customer
Use industry jargon
Speak in plain terms
Use a simple step by step process of instructions
9
What should you do when speaking to a rude customer
Tell them to do the obvious steps first
Listen very carefully
Allow them to talk for one minute
Sympathize with the customer
10
What might affect the forensics process?
Security Policy
Administrative Policy
Routine Administrative Tasks
Administrative Technician
11
What is persistant data?
RAM
Cache
Data preserved on the local drive
Data stored on a USB drive
12
What should you not do to manage stress
Carry frustrations from one call to the next
Take a break
Eat something small
Practice relaxed breathing
13
What term in customer relations defines a 1 to 1 connection
Communicate
Relate
Understand
Connect
14
What can be used by a help desk technician to access a customers computer
Remote Access
Wireless Access Point
VLC
File and Folder Sharing
15
What is given to the level 2 technicians that is prepared by a level 1 technician?
Work Schedule
MSDS
Escalated work order
Escalated Open- Ended Questions
16
A list of rules for communicating over the internet
Netiquette
IEEE 802.11 Standard
Common Sense
Internet Policy
17
Definition: Questions that a customer can answer with a simple response
Open-Ended Questions
Close-Ended Question
18
How do you confront an angry customer
Sympathize with the customers problem
Put this customer on hold without asking
Spend call time talking about what caused the problem
Explain their mistakes to them
19
What is the contract that defines expectations between an organization and a service vendor
MLP
SLP
ASL
SLA
20
It is not permissible to make a customers IT resources available to Unauthorized users
False
True
21
As a technician what method should be used with a talkative customer?
Place the customer on hold
Allow the customer to take control of the conversation
Using industry jargon to show technical knowledge
Ask as many closed-ended questions as possible
22
Which is a source of volatile data?
BIOS settings
Data stored on a hard drive
RAM
Data on a disk
23
The laws that affect computer security professionals:
FERPA
HIPAA
Oxley-Sarbans
GDPR
24
What is not one of the three rules of conversation
Relate
Understand
Know
Notice me
25
What is a free source license?
Allows developers to modify and share source code
Allows user to use software
Allows developers to modify and sell compiled programs without sharing code
Allows users to use software without paying for it
26
What does it mean when a technician receives a downcall?
A call that is dropped
A call in the queue
A call with a depressed customer
Call where significant part where IT infrastructure is down
