When dealing with a customer, what is the best approach when communicating about their problem?

let the customer know that you are listening

How can users work on a shared computer while keeping personal browsing history hidden from the other users?

Operate the web browser in private browser mode.

What is the purpose of LoJack?

remotely locate, lock, or delete all files from the device

A technician is searching through a storage locker and finds a router. What is the purpose of this device?

It connects networks and forwards traffic to remote networks via IP address

Which statement describes a characteristic of cloud computing?

Can be accessed by users or businesses using any device around the world

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

when drivers, applications, or operating systems need to be installed

Which network device is the most appropriate to provide stateful packet filtering, email filtering, and VPN services?

unified threat management (UTM)

What is a common responsibility of a level one call center technician?

entering a concise description of customer problems into a ticketing system

In which step of the troubleshooting process would a technician have to do more research to solve a problem?

Establish a plan of action to resolve the problem and implement a solution.

A customer calls to complain that the service scheduled on the computer took longer than expected. How to respond?

Listen to customer and apologize for any inconvenience the service caused

What is one purpose of adjusting the clock speed within the BIOS configuration settings?

to allow the computer to run slower and cooler, to overclock the computer to run faster

When would a PC repair person want to deploy the idle timeout feature?

when users are leaving their desk but remaining logged on

What is a common function of a proxy server?

can act as another computer to store web pages on an internal network

Which business and technical challenges does implementing virtualization within data centers help businesses overcome?

power and air conditioning, physical footprint

Which statement is characteristic of most personal software licenses?

A user is allowed to install the software on only one computer

Which considerations would be important when building a workstation that will run multiple virtual machines?

number of CPU cores, amount of RAM

What is the next step after a possible solution is implemented during a troubleshooting process?

Verify full system functionality

What is the correct order of the layers of the TCP/IP model from the top layer to the bottom?

application, transport, internet, network access

A technician has been asked to upgrade a processor. What are two types of processor packages that could be used?

Pin Grid Array, Land Grid Array

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Class 046 IT Essentials Exam Study Guide (Module 1-14)

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Questions 91

Answers

1
Which type of RAM modules are designed for the space limitations of laptops?
SRAM
DIMM
SODIMM
DDR4
2
customer is looking for a device to manually input text for a new networking textbook that the customer is writing
microphone
speaker
mouse
Keyboard
3
What data is stored in the CMOS memory chip?
CPU architecture
complex instruction set
BIOS settings
reduced instruction set
4
When dealing with a customer, what is the best approach when communicating about their problem?
be a shitbag
let the customer know that you are listening
minimize a customer’s problems
argue with the customer if they do not understand their mistake
5
How can users work on a shared computer while keeping personal browsing history hidden from the other users?
Move any downloaded files to the recycle bin.
Reboot the computer after closing the web browser.
Operate the web browser in private browser mode.
Use only an encrypted connection to access websites.
6
HTTP is a protocol that can be used to transfer messages from an email server to an email client
True
False
7
What is the purpose of LoJack?
store data across multiples devices
to setup various access levels of security
adjust clock speed of the CPU
remotely locate, lock, or delete all files from the device
8
Which filtering method uses a physical address to specify which device is allowed or blocked to send data on a network?
mailing address
static address
MAC address filtering
IP address
9
A technician is searching through a storage locker and finds a router. What is the purpose of this device?
It connects devices within range of a person
It connects multiple devices to a single network
It connects networks and forwards traffic to remote networks via IP address
It connects a home or small office to the internet
10
Which statement describes a characteristic of cloud computing?
A business can connect directly to the Internet without the use of an ISP.
Investment in new infrastructure is required in order to access the cloud.
Devices can connect to the Internet through existing electrical wiring.
Can be accessed by users or businesses using any device around the world
11
A small company wants to share printers to reduce the number of printers within the company. What is the security risk?
hard drive caching
data privacy
user authentication
12
Which firewall serves as a relay for users and servers, inspects traffic, and allows or denies traffic based on rules?
packet filtering firewall
stateful packet firewall
operating system firewall
proxy firewall
13
Which condition refers to a reduced voltage level of AC power that lasts for an extended period of time?
noise
brownout
power surge
blackout
14
Which security feature in modern CPUs protects memory areas from malware attacks?
execute disable bit
UPS
hyper-threading
SPS
15
Which device provides wireless connectivity to users as its primary function?
access point
modem
switch
router
16
A technician is going to encrypt a corporate drive by using Microsoft BitLocker. Which BIOS option needs to be enable?
EFS
NTFS
TPM
SSL
17
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 a peripheral device needs to be replaced
when the screen resolution of a customer PC needs to be adjusted
18
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 on magnetic disk
data that is stored in RAM
data that is stored to an external drive
19
Which network device is the most appropriate to provide stateful packet filtering, email filtering, and VPN services?
firewall
transmission control protocol (TCP)
unified threat management (UTM)
user datagram protocol (UDP)
20
What are two cables that are used to connect a computer to a printer? (Choose two.)
Ethernet
SATA
FireWire
Serial
21
What is the proper CIDR prefix notation for a subnet mask of 255.0.0.0?
/4
/16
/24
/8
22
How many bits represent this host network address with an IP address of 192.168.150.16 and a subnet mask of 255.255.0.0?
16
8
12
10
23
What mechanism is used in a laser printer to permanently fuse the toner to the paper?
coolant
ink
heat
carbon
24
What should a technician do before beginning any troubleshooting steps on a customer computer?
reboot the computer
ensure all cables and connectors are plugged in properly
update all drivers
perform a data backup
25
What is the fastest type of memory technology?
DRAM
DDR3
SRAM
DDR5
26
What is a common responsibility of a level one call center technician?
entering a concise description of customer problems into a ticketing system
receiving escalated work orders from a lower level technician
remotely connect to customer devices and implement driver/software updates
calling back customers and asking additional questions to solve the problem
27
In which step of the troubleshooting process would a technician have to do more research to solve a problem?
Identify the problem
Test theory to determine cause
Establish a theory of probable cause
Establish a plan of action to resolve the problem and implement a solution.
28
A customer calls to complain that the service scheduled on the computer took longer than expected. How to respond?
Listen to customer and apologize for any inconvenience the service caused
Put the customer on hold until a supervisor is available
Explain that the repair technician sent to perform the service is new
Verify that the computer is working properly now
29
What is one purpose of adjusting the clock speed within the BIOS configuration settings?
to allow the computer to run slower and cooler
to overclock the computer to run faster
to turn on the GPU
you cannot adjust clock speed within the BIOS, only within the UEFI
30
What electrical unit refers to the number of electrons moving through a circuit per second?
volts
power
resistance
current
31
Which security method wipes the data from a hard drive by being placed near the drive platter for at least 2 minutes?
erase scope
low-level format
biometric scanner
degaussing wand
32
When would a PC repair person want to deploy the idle timeout feature?
when users play music CDs and leave them on even after the user left
when users insert media or run applications not sanctioned by the company
when users are leaving their desk but remaining logged on
when users are surfing the Internet and not doing their job
33
A programmer used an operator to compare values within a program. Which logical data type would prove to be false?
4 >= 1
6 <= 6
8 != 8
3 == 3
34
What is a common function of a proxy server?
can monitor and respond to malicious traffic
can distribute heavy traffic load
can permit or deny access to a network segment
can act as another computer to store web pages on an internal network
35
Which task would require that a problem be escalated to a level two technician?
checking loose external cables
cleaning a mouse
changing toner cartridges
changing CMOS settings
36
When using an application for the first time what is a common policy document that you will have to read and accept?
AAR
SOP
AUP
ITDD
37
Which business and technical challenges does implementing virtualization within data centers help businesses overcome?
power and air conditioning
physical footprint
virus and spyware attacks
server hardware needs
38
Which cloud model provides services for a specific organization or entity?
a private cloud
a hybrid cloud
a public cloud
a community cloud
39
Which BIOS security feature prevents reading hard drive data even if the hard drive is moved to another computer?
trusted platform module (TPM)
passwords
drive encryption
secure boot
40
Which type of motherboard expansion slot has four types ranging from x1 to x16 with each having a different length?
PCI
SATA
PCIe
NIC
41
Which statement is characteristic of most personal software licenses?
A user is allowed to share the software with friends
A user is allowed to install the software on only one computer
Developers are allowed to modify and share the source code
A company is allowed to use the software campus wide
42
When a new PC is being built, which component has the most influence when selecting the case and power supply?
Hard disk drive
CPU
expansion slots
motherboard
43
Which considerations would be important when building a workstation that will run multiple virtual machines?
number of CPU cores
amount of RAM
amount of watts the power supply has
whether or not the processor has an integrated graphics card
44
Which two algorithms are used for hash encoding to guarantee the integrity of data? (Choose two.)
SHA
SSL
VPN
MD5
45
What is the next step after a possible solution is implemented during a troubleshooting process?
Establish theory of probable cause
Verify full system functionality
Document findings, actions, and outcomes
Establish plan to resolve problem
46
What is the correct order of the layers of the TCP/IP model from the top layer to the bottom?
transport, internet, application, network access
transport, network access, internet, application
application, internet, network access, transport
application, transport, internet, network access
47
A technician has been asked to upgrade a processor. What are two types of processor packages that could be used?
Southbridge Chipset
Pin Grid Array
Northbridge Chipset
Land Grid Array
48
How many devices can a Bluetooth device connect to simultaneously?
12
9
7
5
49
Buffered memory is NOT used by servers or high-end workstations, and is best used for gaming.
True
False
50
A technician is troubleshooting a laptop with an unresponsive touchscreen. What could be the probable cause?
the laptop has graphics drivers that are not up to date
the digitizer is faulty and needs to be replaced
the screen is dirty
the SATA cord connecting the digitizer to the motherboard is unplugged
51
A Gamer's PC with a standard EIDE 5400 RPM hard drive has BAD performance. Which upgrade would improve performance?
EIDE 7200 RPM
SATA Drive
Optical Drive
SSD
52
How does an inline UPS protect computer equipment against electrical power brownouts and blackouts?
by diverting extra voltage to the ground
by using a battery to supply a constant level of voltage
by providing a backup battery in case of primary failure
inline UPS can only protect against brownouts, not blackouts
53
What voltage is commonly provided by the power supply to the various components inside the computer?
33 volts
7 volts
3.3 volts
3 volts
54
If I want to prevent an installed application from accessing the public Internet on a Windows 10 PC which tool do I use?
Windows Defender Firewall with Advanced Security
DMZ
Computer Management
Local Security Policy
55
The purpose of a digitizer in a mobile device is to convert user touch actions to digital input signals.
True
False
56
BIOS = UEFI
False
True
57
A network technician issues the ipconfig /all command on a computer. Which two parameters can he review?
IPv4
default gateway
subnet mask
IPv6
58
Which two components usually interface directly with the Southbridge chipset on the motherboard? (Choose two.)
RAM
USB ports
hard drives
video card
59
What is a characteristic of a WAN?
connects multiple networks that are geographically separated
connects securely to another network, such as a private corporate network
connects devices within range of a person
connects devices using wired cables in a small geo area
60
Which type of interface was originally developed for high-definition televisions and is popular to use with computers?
SATA
HDMI
SODIMM
NIC
61
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.
62
A technician is configuring a device and the device shows that it is pairing. Which mobile technology is being used?
tethering
802.11
bluetooth
global positioning system
63
Which two items are used in asymmetric encryption? (Choose two.)
a public key
a token
a DES key
a private key
64
Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
If a customer complains about another technician, the you should agree
The technician should contact the customer if late for a follow-u
The technician should be sure to treat all customers equally
The technician should adjust the work chair to a height that is 6 inches
65
What corrective action should be taken if a laser printer is printing faded images?
replace the ink cartridge
the printer's firmware needs to be manually updated
replace the toner cartridge
inspect the duplexing assembly for damages
66
Which two statements are true of a laptop CPU when compared to a desktop CPU? (Choose two.)
Laptop CPUs do not have any cooling devices.
Laptop CPUs use heatsinks instead of fans in order to save space.
Laptop CPUs use smaller cooling devices.
Laptop CPUs are designed to produce less heat.
67
Which IPv6 address represents the most compressed form of the IPv6 address 2001:0db8:cafe:0000:0835:0000:0000:0aa0/80?
2001:db8:cafe:0:835::aa0/80
2001:0db8:cafe:0:835::aa0/0
2001:0db8:cafe:0:0835::aa0/80
21:db8:cafe:835::aa/8
68
Which characteristic describes ROM?
a chip that is used to store a computer's BIOS
a chip that is programmable after it is manufactured
a chip that cannot be erased or rewritten and is now obsolete
an erasable chip that can be reprogrammed
69
Which are two examples of good customer service? (Choose two.)
follows up with a customer after services are completed
speak slowly and uses common industry jargon and terms with the customer
encourage a customer to agree to a product warranty
notifying a customer as soon as possible that there may be a delay
70
What is an active cooling solution for a PC?
heat sink
northbridge
case fan
CPU
71
A Research Association plans to to collaborate among members in multiple divisions. Which cloud-based model is suitable?
Private
public
community
hybrid
72
What is the minimum number of drives the technician has to install if configuring a RAID level 1 workstation?
1
4
3
2
73
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
using remote access software to troubleshoot the customer computer
picking up an escalated work order and calling the customer for more info
gathering information when a customer calls for help
74
What is the correct compressed format of the IPv6 address 2001:0db8:eeff:000a:0000:0000:0000:0001?
2001:db8:eeff:0a::01
2001:0db8:eeff:000a::0001
2001:db8:eeff:a::1
2001:0db8:eeff::a::1
75
What is the definition of a script file?
A simple file with a single statement that loops repeatedly
A file that's compiled/translated into machine language before executing
A simple text file used to automate processes and tasks
A file that is the output of a conditional statement
76
Which statement best describes a call center?
a busy, fast-paced work environment where agents contact customers
It is a store-front where the customers get their computers fixed
a help desk used by customers to report their computer problems
a place existing within a company that provides PC support to end users
77
Which security attack has you receive an abnormally high number of web page requests from different places all at once?
phishing
adware
Spyware
DDoS
78
What are signatures as they relate to security threats?
one or more code patterns within a specific type of malware
the checksum associated with a specific type of malware stored in a virus
a malware segment that has a specific cyclic redundancy check number
a unique encryption code used by a known attacker
79
Which laptop component would be considered an FRU (Field-Replaceable-Unit)?
display
battery
RAM
motherboard
80
A user notices that files created and saved locally last week are missing. Which type of malware could be responsible?
spyware
phishing
adware
trojan
81
From which type of data storage does the CPU load information for processing during normal operation?
RAM
HDD
ROM
SSD
82
What does the "A" in P-A-S-S remind a person to do while using a fire extinguisher?
Aim the fire extinguisher at the base of the fire.
Arm yourself with a fire extinguisher and sweep from left to right
Squeeze the trigger while sweeping left to right
Aim the fire extinguisher at the top of the fire
83
What security method helps a store secure laptops on display and keep employee records of who enters the inventory room?
security cameras and only the manager having access to the backroom
cable locks and a token-based lock on the backroom
guards and log sheets
a condition that laptops are viewed one at a time
84
An antistatic wrist strap can protect computer components from the effects of ESD
True
False
85
An employee reports that each time a workstation is started it locks up after about 5 minutes of use. What's wrong?
the CPU is overheating
the RAM cards are faulty and need to be replaced
the GPU drivers are outdated
the workstation needs to be rebooted
86
What is the definition of cyber law?
contract that defines expectations between an organization and IT vendors
process of collecting and analyzing data from computer systems/networks/etc
a single law defining criminal acts that are committed online
collection of international, country, and local laws affecting cyber crime
87
Which two devices are considered input devices? (Choose two.)
biometric authentication device
digital camera
projector
inkjet printer
88
What memory is best for a technician building a thick client workstation and wants the best protection against errors?
DDR2
DDR3
ECC
RDRAM
89
Which type of connection to the Internet is capable of the fastest transfer rates?
Fiber
Cable
DSL
Broadband
90
What is the main function of a hypervisor?
It is software used to coordinate and prepare data for analysis.
It is a device that filters and checks security credentials.
It is used to create and manage multiple VM instances on a host machine.
91
Which network device makes forwarding decisions based on the destination MAC address that is contained in the frame?
router
access point
switch
modem

Class 046 IT Essentials Exam Study Guide (Module 1-14) Flashcards | StudBud