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ITE 7.0 Chap 14 Flashcards | StudBud
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ITE 7.0 Chap 14
ITE 7.0 Chap 14
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Questions
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Answers
1
What is the definition of a script file?
A simple text file used to automate processes and tasks.
A simple file with a single statement that loops repeatedly.
A file that is compiled and translated into machine language before execut
A file that is the output of a conditional statement.
2
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Windows Remote Assistance client
SSH client
Windows Remote Desktop client
Telnet client
3
What is a characteristic of the open source license of an application software?
It requires registration instead of purchasing.
It cannot be used for campus-wide deployment.
It does not require purchase in order to use the software.
It allows users to modify and share the source code.
4
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4 >= 1
8 != 8
6 <= 6
3 == 3
5
What two actions should a call center technician avoid when dealing with an angry customer?
putting the customer on hold or transferring the call
sympathizing with the customer
spending time explaining what caused the problem
apologizing for any inconvenience caused to the customer
6
Image
A
B
C
D
7
Which two rules pertain to the general daily activities of employees in a call center environment?
C
D
B
A
8
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user documentation
projects
operations
policies
9
During computer forensics investigations, which type of data is lost when power is removed from the computer?
data that is stored on solid state drives
data that is stored in RAM
data that is stored on magnetic disk
data that is stored to an external drive
10
What is the definition of cyber law?
A
C
D
B
11
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PHI
ePHI
PII
PCI
12
What should a level two technician do immediately after receiving an escalated work order from a level one technician?
A
C
D
B
13
When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
identity theft
cyber crime
copying of copyrighted materials
evidence tampering
14
What is a typical task performed by a level one technician in a call center?
solving the problem that might require opening up the computer case
picking up an escalated work order & calling the customer for further info
gathering information when a customer calls for help
using remote access software to troubleshoot the customer computer
15
Which task would require that a problem be escalated to a level two technician?
changing CMOS settings
changing toner cartridges
checking loose external cables
cleaning a mouse
16
Which change management process component is concerned with the cost and resources necessary for implementation?
implementation
assessment
identification
approval
17
Which statement is characteristic of most personal software licenses?
Developers are allowed to modify and share the source code
A company is allowed to use the software campus wide.
A user is allowed to install the software on only one computer.
A user is allowed to share the software with friends.
18
Image
A
C
B
D
19
Image
A
C
D
B
20
Which are two examples of good customer service?
technician speaks slowly and uses common industry jargon
echnician notifies a customer as soon as possible that there may be a delay
echnician repeatedly encourages a customer to agree to a product warranty.
A technician follows up with a customer after services are completed.
21
Which two programming languages require the program to be converted into executable code using a compiler?
C#
PowerShell
VBScript
Java
22
Which statement best describes a call center?
D
C
A
B
23
What are two examples of personally identifiable information (PII)?
first name
street address
ePHI
credit card number
24
Why is a chain of custody important in a cyber crime case?
It proves guilt.
It authenticates evidence.
It protects copyrighted materials.
It ensures conviction
25
Which is true regarding the treatment of customer property?
Data left on a customer's PC is not property because it is visible to other
does not have to care about copies of customer files because it is not the
Customer property is limited to hardware.
customer's phone list is customer property and must be kept private.
26
What is a common responsibility of a level one call center technician?
remotely connecting to customer devices and implementing driver and softwar
entering a concise description of a customer problem into a ticketing syste
entering a concise description of a customer problem into a ticketing syste
receiving escalated work orders from a lower level technician
27
What does a technician need in order to make changes to software installed on the computer of a customer?
two witnesses
the authorization of a more senior technician
customer authorization
verification that the software is legal
28
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TCP port 22
TCP port 23
UDP port 23
UDP port 22
29
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Make a copy of all the pirated content and send it to the law enforcement
Report the findings through the proper channels.
Remove the pirated content and document all work done.
Advise the user that downloading pirated content is illegal
30
What is a reason to escalate a problem from a level one technician to a level two technician?
when the equipment needs to be rebooted
when drivers, applications, or operating systems need to be installed
when the screen resolution of a customer PC needs to be adjusted
when a peripheral device needs to be replaced
