A technician receives a call from a customer that's talks to much how should you take the call

customer to speak for one minute and refocus question

When should a technician avoid wearing an antistatic wrist strap?

when replacing a power supply unit

Which type of input device can identify users based on their voice?

biometric identification device

What circumstance increases the likelihood of ESD damage to a computer?

using a magnetic screwdriver while working on a hard drive.

What is part of creating a preventive maintenance plan?

Documenting the details and frequency of EACHmaintenanceTASK

What two actions should a call center technician avoid when dealing with an angry customer?

spending time explaining what caused the problem

Which statement describes a best practice related to time management?

make sure to call the customer back as close to the callback

What is the correct way to conduct a telephone call to troubleshoot a computer problem?

Maintain professional behavior at all times.

What is the function of the power supply?

to convert AC power into a lower voltage DC power

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

The company cannot operate because of a system failure.

What characterizes a DDoS attack?

Many hosts participate in a coordinated attack.

What are 2 hardware requirements for computers that will run multiple virtual machines?

A Multicore CPU, Large amounts of RAM

What is a characteristic of a WAN?

connects multiple networks that are geographically separated

During the process of testing a theory of several probable causes to a problem?

Those the customer believes to be the most important

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

How should a technician dispose of an empty inkjet printer cartridge?

Follow local regulations for disposal.

When does a level one technician prepare an escalated work order?

when a problem cannot be resolved within an amount of time

What is provided by an operating system that has multiprocessing capability?

support for two or more processors

Which two activities are normally controlled by the Northbridge part of the chipset?

access to the video card, access to the RAM

What should the technician do before performing diagnostic procedures on the disk?

Back up the user data to a removable drive.

When would a printer be considered a network host?

when it is connected to a switch

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ITE 6. Final Exam Study

75 termsStudBud Administration437 plays

Flashcards75 cardsFPractice quizPHost liveL

Questions 75

Answers

1
A technician receives a call from a customer that's talks to much how should you take the call
customer to speak for one minute and refocus question
ask customer social questions
Talk over the customer and quickly get information you need
Use open questions and repeat the information to customer
2
Which condition is most likely to adversely affect a laptop that is used in this environment?
the humidity
the dust
the temperature
the air flow
3
When should a technician avoid wearing an antistatic wrist strap?
when installing RAM
when replacing a power supply unit
when opening a computer case
when installing a hard drive
4
Which tool is designed to loosen or tighten crosshead screws?
Hex driver
Phillips screwdriver
Torx driver
Flat head screwdriver
5
Within which folder would a user of 64-bit Windows 8 find 32-bit programs?
C:\Program Files (x64)
C:\Program Files
C:\Program Files (x86)
C:\Program Files (x32)
6
Which type of input device can identify users based on their voice?
KVM switch
scanner
biometric identification device
digitizer
7
What circumstance increases the likelihood of ESD damage to a computer?
Self grounding against he computer case.
using a magnetic screwdriver while working on a hard drive.
Working in low levels of humidity.
Plugging a printer into an UPS.
8
What is part of creating a preventive maintenance plan?
Performing a forensic audit of security breaches
Discarding all replaced parts
Documenting the details and frequency of EACHmaintenanceTASK
performing hardware upgrades
9
Which memory technology allows two memory modules to be accessed at the same time?
dual channel
SRAM
ECC
double-sided
10
What is a technique to both troubleshoot a problem and also try to help a customer relax?
put the customer on hold
give the customer 1 minute to speak
create a good rapport
explain the cause of the problem
11
What two actions should a call center technician avoid when dealing with an angry customer?
spending time explaining what caused the problem
sympathizing with the customer
let the customer explain the problem without interruption
apologizing for any inconvenience caused to the customer
12
Which statement describes a best practice related to time management?
give better service to a customer for feels more sympathy.
take the call of another technician, even without permission
make sure to call the customer back as close to the callback
take the easier calls first, regardless of the urgency.
13
Which solution should be used to clean a CPU and a heat sink?
a diluted ammonia solution
isopropyl alcohol
rubbing alcohol
soap and water
14
What is the correct way to conduct a telephone call to troubleshoot a computer problem?
gather info from the customer and escalate the problem.
Ask personal questions to get acquainted with the customer.
Maintain professional behavior at all times.
15
What type of connector can be used to connect an internal hard drive to the motherboard?
USB
eSATA
Thunderbolt
SATA
16
What is the function of the power supply?
to convert DC power into a lower voltage AC power
to convert AC power into a lower voltage DC power
to convert AC power into a higher voltage DC power
to convert DC power into a higher voltage AC power
17
Where are the settings that are chosen during the installation process stored?
in the recovery partition
in BIOS
in the Registry
in flash memory
18
Which layer of the OSI model maps to the application layer of the TCP/IP model?
Physical
Transport
Data Link
Presentation
19
Which layer of the OSI is responsible for physical addressing?
application
data link
network
transport
20
Which situation would require that a support desk call be given the highest priority?
Some computers cannot log in to the network.
A user is requesting a RAM memory upgrade.
The company cannot operate because of a system failure.
A couple of computers have operating system errors.
21
What is used by an operating system to communicate with hardware components?
CMOS
Application Program Interface
device driver
BIOS
22
Which type of startup is selected for a service that should run each time the PC is booted?
manual
automatic
start
boot
23
What characterizes a DDoS attack?
All hosts must be in the same geographic area.
Infected computers are called daemons.
Many hosts participate in a coordinated attack.
It is easy to identify the source of the attack.
24
What PDU is associated with the network layer of the OSI model?
Segment
Data
Frame
Packet
25
Which single cable from a PC outputs both audio and video to a high definition television?
DB-15
HDMI
DVI
S-Video
26
Which item could be used to help establish a plan of action when resolving a computer problem?
a loopback plug
The computer manual
A multi-meter
Bios diagnostics
27
Which would be important when building a workstation that will run multiple virtual machines?
water cooling
Amount of RAM
Powerful video card
High-end sound card
28
What are 2 hardware requirements for computers that will run multiple virtual machines?
A Multicore CPU
Large amounts of RAM
A high resolution video card
Multiple monitors
29
What is a good source for safely downloading Android apps?
iTunes
freeware sites
Google Play
the Apple App Store
30
What is a characteristic of a WAN?
spans across a campus to enable sharing of regional resource
connects multiple networks that are geographically separated
typically owned and managed by a single home or business.
requires wireless access point to connect users to network
31
Which type of memory is primarily used as cache memory?
RAM
DRAM
SRAM
ROM
32
During the process of testing a theory of several probable causes to a problem?
The easiest and most obvious
The most complex and difficult to diagnose
Those the customer believes to be the most important
Those chosen by random selection
33
What is the wires on a motherboard that move data from one part of a computer to another?
bridge
chipset
I/O card
bus
34
What is the correct order of the layers of the TCP/IP model from the top layer to the bottom?
application, session, network, data link, physical
network access, transport, internet, application
application, transport, internet, network access
application, internet, network access, transport
35
A new PC is being built which component has most influence when selecting case and power supply
motherboard
RAM module
video card
sound card
36
How should a technician dispose of an empty inkjet printer cartridge?
Refill it.
Follow local regulations for disposal.
Give it back to the customer.
Throw it away.
37
Which tool in Windows OS gives a technician access to initialize disk and create partitions?
Format
Optimized Drives
Disk Cleanup
Disk Management
38
When does a level one technician prepare an escalated work order?
when a problem cannot be resolved within an amount of time
when a tech is able to answer the question and solve problem
when a problem needs the tech ask question and doc. response
when a technician must enter info using support software
39
Which unit of measurement is used to indicate the hard drive speed?
clusters per minute
pages per minute
revolutions per minute
gigabytes
40
What is provided by an operating system that has multiprocessing capability?
support for two or more processors
support for two or more users
the capability to run multiple applications at the same time
the ability to run diferent part of a progrm at the same tim
41
Where are the settings that are chosen during the installation process stored?
in BIOS
in the recovery partition
in flash memory
in the Registry
42
Which two activities are normally controlled by the Northbridge part of the chipset?
communication between the CPU and the I/O ports
communication between the CPU and the hard drive
access to the video card
access to the RAM
43
What electrical unit refers to the number of electrons moving through a circuit per second?
voltage
resistance
power
current
44
How many devices can a Bluetooth device connect to simultaneously?
127
5
10
7
45
Which Windows utility allows Windows 7 & 8 users to quickly and easily share files and folders?
HomeGroup
Device Manager
Services
Action Center
46
To which category of hypervisor does the Microsoft Virtual PC belong?
Type 3
Type 4
Type 2
Type 1
47
What should the technician do before performing diagnostic procedures on the disk?
Install a new hard disk as the primary disk.
file restore from the existin backup copy
Back up the user data to a removable drive.
Run the CHKDSK utility.
48
Which Windows tool is used to determine if a dynamic disk is corrupted?
Bootmgr
Device Manager
Disk Management
Microsoft System Preparation
49
When would a printer be considered a network host?
when it is connected to a PC
when it is connected to a switch
when it is connected to a workstation
when it is connected to a laptop
50
When a PC is being assembled, what component is connected to the motherboard with a SATA cable?
the network interface card
the video card
the optical drive
the power supply
51
What does this symbol represent?
A Server
A Switch
A Router
A Hub
52
What tool is used to verify which cable is plugged into the correct port in a patch panel?
punch down
crimper
multimeter
toner probe
53
Which technology is most often used to connect devices to a PAN?
fiber optic cabling
coaxial cabling
IEEE 802.11n wireless
Bluetooth
54
Which component controls communications and interactions between the CPU and other components?
CMOS
RAM
BIOS
chipset
55
Which two characteristics describe Ethernet technology? (Choose two.)
It typically uses an average of 16 Mb/s for data
It is supported by IEEE 802.5 standards
It is supportd by IEEE 802..3 standards
It uses the CSMA/CD access control method
56
What component would connect to the motherboard through the use of this 24-pin connector?
SATA drive
power supply
PATA optical drive
video card
57
Which wireless security mode supports offers both personal and enterprise authentication?
WPA
WEP
WPA2
LEAP
58
Which built-in tool is available on a Mac OS X machine to perform disk backups?
Time Machine
Disk Utility
Finder
Deja Dup
59
What is the term for the ability of a computer to run multiple applications at the same time?
multimedia
multiuser
multitasking
multiprocessing
60
What makes CRT monitor disposal dangerous for a technician who is handling the disposal?
Potential breathing hazards
Potential residual high voltage
Potential health-damaging chemicals
Potential explosive materials
61
What should a technician do when a colleague indicates that there is something to discuss?
Tell the customer that they will be put on hold.
Signal to the colleague to wait.
Mute the line to the customer while talking to the colleague
Ask if the customer would go on hold for a few minutes.
62
How does an inline UPS protect against electrical power brownoutsANDblackouts
by grounding excess electrical voltage
by switching from main power to a standby power source
by stopping the flow of voltage to the computer
by using a battery to supply a constant level of voltage
63
What can be easily damaged by the direct spray of compressed air when cleaning in the computer?
CPU
heat sink
power supply
fan
64
Why is it important to register a DLL file in Windows?
so that the computer can be restored to factory settings
programs using that specific program code can locate files
so that copyright laws are not violated when images are made
so that the operating system can be restored
65
What is a significant sources of EMI?
infrared mice
RAM modules
LCD monitors
electrical storms
66
What preventive maintenance action should be taken to help improve system security?
Defragment the hard drive.
Automate any antivirus scanners.
Error check the hard drive.
Perform backups regularly.
67
Which negative environmental factor does cleaning the inside of a computer reduce?
nat
EMI
dust
ESD
68
Which advise would you give a technician to avoid any injury on a heavy printer?
Avoid bending your knees when lifting the printer
Bend your knees to use the strength in your legs
Use your arms and back to lift the printer
Bend your back to pick the printer up
69
What is identified by the 100 in the 100BASE-TX standard?
the maximum bandwidth in Mb/s
the maximum number of network nodes
the series number of the standard
the maximum cable distance in meters
70
When performing computer forensics what is required to prove a chain of custody?
an admission of guilt
proper documentation procedures
expert testimony
collected evidence
71
What tool would a technician use to remove a slotted screw?
hex driver
Phillips head screwdriver
Torx screwdriver
flat head screwdriver
72
What task should a technician perform as part of a preventive maintenance plan?
Develop and install forensic tracking software
Back up the data, reformat the hard drive.
Remove dust from intake fans.
Perform an audit of all software that is installed
73
Which feature in CPUs protects memory that contain part of the operating system from malware?
LoJack
encryption
TPM
execute disable bit
74
What represents apps in the Windows Phone interface?
icons
widgets
buttons
tiles
75
Which layer of the OSI model is responsible for logical addressing and routing?
Transport
Network
Data Link
Application

ITE 6. Final Exam Study Flashcards | StudBud

ITE 6. Final Exam Study

75 termsStudBud Administration437 plays

ITE 6. Final Exam Study

Flashcards75 cardsFPractice quizPHost liveL

Questions 75

Answers

1
A technician receives a call from a customer that's talks to much how should you take the call
customer to speak for one minute and refocus question
ask customer social questions
Talk over the customer and quickly get information you need
Use open questions and repeat the information to customer
2
Which condition is most likely to adversely affect a laptop that is used in this environment?
the humidity
the dust
the temperature
the air flow
3
When should a technician avoid wearing an antistatic wrist strap?
when installing RAM
when replacing a power supply unit
when opening a computer case
when installing a hard drive
4
Which tool is designed to loosen or tighten crosshead screws?
Hex driver
Phillips screwdriver
Torx driver
Flat head screwdriver
5
Within which folder would a user of 64-bit Windows 8 find 32-bit programs?
C:\Program Files (x64)
C:\Program Files
C:\Program Files (x86)
C:\Program Files (x32)
6
Which type of input device can identify users based on their voice?
KVM switch
scanner
biometric identification device
digitizer
7
What circumstance increases the likelihood of ESD damage to a computer?
Self grounding against he computer case.
using a magnetic screwdriver while working on a hard drive.
Working in low levels of humidity.
Plugging a printer into an UPS.
8
What is part of creating a preventive maintenance plan?
Performing a forensic audit of security breaches
Discarding all replaced parts
Documenting the details and frequency of EACHmaintenanceTASK
performing hardware upgrades
9
Which memory technology allows two memory modules to be accessed at the same time?
dual channel
SRAM
ECC
double-sided
10
What is a technique to both troubleshoot a problem and also try to help a customer relax?
put the customer on hold
give the customer 1 minute to speak
create a good rapport
explain the cause of the problem
11
What two actions should a call center technician avoid when dealing with an angry customer?
spending time explaining what caused the problem
sympathizing with the customer
let the customer explain the problem without interruption
apologizing for any inconvenience caused to the customer
12
Which statement describes a best practice related to time management?
give better service to a customer for feels more sympathy.
take the call of another technician, even without permission
make sure to call the customer back as close to the callback
take the easier calls first, regardless of the urgency.
13
Which solution should be used to clean a CPU and a heat sink?
a diluted ammonia solution
isopropyl alcohol
rubbing alcohol
soap and water
14
What is the correct way to conduct a telephone call to troubleshoot a computer problem?
gather info from the customer and escalate the problem.
Ask personal questions to get acquainted with the customer.
Maintain professional behavior at all times.
15
What type of connector can be used to connect an internal hard drive to the motherboard?
USB
eSATA
Thunderbolt
SATA
16
What is the function of the power supply?
to convert DC power into a lower voltage AC power
to convert AC power into a lower voltage DC power
to convert AC power into a higher voltage DC power
to convert DC power into a higher voltage AC power
17
Where are the settings that are chosen during the installation process stored?
in the recovery partition
in BIOS
in the Registry
in flash memory
18
Which layer of the OSI model maps to the application layer of the TCP/IP model?
Physical
Transport
Data Link
Presentation
19
Which layer of the OSI is responsible for physical addressing?
application
data link
network
transport
20
Which situation would require that a support desk call be given the highest priority?
Some computers cannot log in to the network.
A user is requesting a RAM memory upgrade.
The company cannot operate because of a system failure.
A couple of computers have operating system errors.
21
What is used by an operating system to communicate with hardware components?
CMOS
Application Program Interface
device driver
BIOS
22
Which type of startup is selected for a service that should run each time the PC is booted?
manual
automatic
start
boot
23
What characterizes a DDoS attack?
All hosts must be in the same geographic area.
Infected computers are called daemons.
Many hosts participate in a coordinated attack.
It is easy to identify the source of the attack.
24
What PDU is associated with the network layer of the OSI model?
Segment
Data
Frame
Packet
25
Which single cable from a PC outputs both audio and video to a high definition television?
DB-15
HDMI
DVI
S-Video
26
Which item could be used to help establish a plan of action when resolving a computer problem?
a loopback plug
The computer manual
A multi-meter
Bios diagnostics
27
Which would be important when building a workstation that will run multiple virtual machines?
water cooling
Amount of RAM
Powerful video card
High-end sound card
28
What are 2 hardware requirements for computers that will run multiple virtual machines?
A Multicore CPU
Large amounts of RAM
A high resolution video card
Multiple monitors
29
What is a good source for safely downloading Android apps?
iTunes
freeware sites
Google Play
the Apple App Store
30
What is a characteristic of a WAN?
spans across a campus to enable sharing of regional resource
connects multiple networks that are geographically separated
typically owned and managed by a single home or business.
requires wireless access point to connect users to network
31
Which type of memory is primarily used as cache memory?
RAM
DRAM
SRAM
ROM
32
During the process of testing a theory of several probable causes to a problem?
The easiest and most obvious
The most complex and difficult to diagnose
Those the customer believes to be the most important
Those chosen by random selection
33
What is the wires on a motherboard that move data from one part of a computer to another?
bridge
chipset
I/O card
bus
34
What is the correct order of the layers of the TCP/IP model from the top layer to the bottom?
application, session, network, data link, physical
network access, transport, internet, application
application, transport, internet, network access
application, internet, network access, transport
35
A new PC is being built which component has most influence when selecting case and power supply
motherboard
RAM module
video card
sound card
36
How should a technician dispose of an empty inkjet printer cartridge?
Refill it.
Follow local regulations for disposal.
Give it back to the customer.
Throw it away.
37
Which tool in Windows OS gives a technician access to initialize disk and create partitions?
Format
Optimized Drives
Disk Cleanup
Disk Management
38
When does a level one technician prepare an escalated work order?
when a problem cannot be resolved within an amount of time
when a tech is able to answer the question and solve problem
when a problem needs the tech ask question and doc. response
when a technician must enter info using support software
39
Which unit of measurement is used to indicate the hard drive speed?
clusters per minute
pages per minute
revolutions per minute
gigabytes
40
What is provided by an operating system that has multiprocessing capability?
support for two or more processors
support for two or more users
the capability to run multiple applications at the same time
the ability to run diferent part of a progrm at the same tim
41
Where are the settings that are chosen during the installation process stored?
in BIOS
in the recovery partition
in flash memory
in the Registry
42
Which two activities are normally controlled by the Northbridge part of the chipset?
communication between the CPU and the I/O ports
communication between the CPU and the hard drive
access to the video card
access to the RAM
43
What electrical unit refers to the number of electrons moving through a circuit per second?
voltage
resistance
power
current
44
How many devices can a Bluetooth device connect to simultaneously?
127
5
10
7
45
Which Windows utility allows Windows 7 & 8 users to quickly and easily share files and folders?
HomeGroup
Device Manager
Services
Action Center
46
To which category of hypervisor does the Microsoft Virtual PC belong?
Type 3
Type 4
Type 2
Type 1
47
What should the technician do before performing diagnostic procedures on the disk?
Install a new hard disk as the primary disk.
file restore from the existin backup copy
Back up the user data to a removable drive.
Run the CHKDSK utility.
48
Which Windows tool is used to determine if a dynamic disk is corrupted?
Bootmgr
Device Manager
Disk Management
Microsoft System Preparation
49
When would a printer be considered a network host?
when it is connected to a PC
when it is connected to a switch
when it is connected to a workstation
when it is connected to a laptop
50
When a PC is being assembled, what component is connected to the motherboard with a SATA cable?
the network interface card
the video card
the optical drive
the power supply
51
What does this symbol represent?
A Server
A Switch
A Router
A Hub
52
What tool is used to verify which cable is plugged into the correct port in a patch panel?
punch down
crimper
multimeter
toner probe
53
Which technology is most often used to connect devices to a PAN?
fiber optic cabling
coaxial cabling
IEEE 802.11n wireless
Bluetooth
54
Which component controls communications and interactions between the CPU and other components?
CMOS
RAM
BIOS
chipset
55
Which two characteristics describe Ethernet technology? (Choose two.)
It typically uses an average of 16 Mb/s for data
It is supported by IEEE 802.5 standards
It is supportd by IEEE 802..3 standards
It uses the CSMA/CD access control method
56
What component would connect to the motherboard through the use of this 24-pin connector?
SATA drive
power supply
PATA optical drive
video card
57
Which wireless security mode supports offers both personal and enterprise authentication?
WPA
WEP
WPA2
LEAP
58
Which built-in tool is available on a Mac OS X machine to perform disk backups?
Time Machine
Disk Utility
Finder
Deja Dup
59
What is the term for the ability of a computer to run multiple applications at the same time?
multimedia
multiuser
multitasking
multiprocessing
60
What makes CRT monitor disposal dangerous for a technician who is handling the disposal?
Potential breathing hazards
Potential residual high voltage
Potential health-damaging chemicals
Potential explosive materials
61
What should a technician do when a colleague indicates that there is something to discuss?
Tell the customer that they will be put on hold.
Signal to the colleague to wait.
Mute the line to the customer while talking to the colleague
Ask if the customer would go on hold for a few minutes.
62
How does an inline UPS protect against electrical power brownoutsANDblackouts
by grounding excess electrical voltage
by switching from main power to a standby power source
by stopping the flow of voltage to the computer
by using a battery to supply a constant level of voltage
63
What can be easily damaged by the direct spray of compressed air when cleaning in the computer?
CPU
heat sink
power supply
fan
64
Why is it important to register a DLL file in Windows?
so that the computer can be restored to factory settings
programs using that specific program code can locate files
so that copyright laws are not violated when images are made
so that the operating system can be restored
65
What is a significant sources of EMI?
infrared mice
RAM modules
LCD monitors
electrical storms
66
What preventive maintenance action should be taken to help improve system security?
Defragment the hard drive.
Automate any antivirus scanners.
Error check the hard drive.
Perform backups regularly.
67
Which negative environmental factor does cleaning the inside of a computer reduce?
nat
EMI
dust
ESD
68
Which advise would you give a technician to avoid any injury on a heavy printer?
Avoid bending your knees when lifting the printer
Bend your knees to use the strength in your legs
Use your arms and back to lift the printer
Bend your back to pick the printer up
69
What is identified by the 100 in the 100BASE-TX standard?
the maximum bandwidth in Mb/s
the maximum number of network nodes
the series number of the standard
the maximum cable distance in meters
70
When performing computer forensics what is required to prove a chain of custody?
an admission of guilt
proper documentation procedures
expert testimony
collected evidence
71
What tool would a technician use to remove a slotted screw?
hex driver
Phillips head screwdriver
Torx screwdriver
flat head screwdriver
72
What task should a technician perform as part of a preventive maintenance plan?
Develop and install forensic tracking software
Back up the data, reformat the hard drive.
Remove dust from intake fans.
Perform an audit of all software that is installed
73
Which feature in CPUs protects memory that contain part of the operating system from malware?
LoJack
encryption
TPM
execute disable bit
74
What represents apps in the Windows Phone interface?
icons
widgets
buttons
tiles
75
Which layer of the OSI model is responsible for logical addressing and routing?
Transport
Network
Data Link
Application