A+ Certification Chapter 2 Questions

1. While manning the help desk, you get a call from Sharon in accounting. She's lost a file that she knows she saved to her hard drive. Which of the following statements would direct Sharon to open her My Documents folder in the most efficient and professional manner?

A. Sharon, check My Documents.

B. Walking customers through the path to a fix by using simple, nontechnical
words is the best way to accomplish tasks over the phone.

Explanation

B. Walking customers through the path to a fix by using simple, nontechnical
words is the best way to accomplish tasks over the phone.

2. Which of the following is a good practice after completing a troubleshooting call at someone's office?

A. Follow up with a call within a couple days to make sure everything is goingwell with the fixed computer.

B. Make copies of any passwords you used at the site for future reference.

C. Document any particularly important people you met for future reference.

D. Do nothing. Your work is finished there.

A. A simple follow-up builds good will and trust. This is a very important step
to take after completing a job.

Explanation

A. A simple follow-up builds good will and trust. This is a very important step
to take after completing a job.

3. Which tool helps you avoid accidental static discharge by keeping you at the same electrical potential as the computer on which you're working?

A. Anti-static spray

B. Anti-static bag

C. Anti-static wrist strap

D. Phillips-head screwdriver

C. An anti-static wrist strap keeps you at the same electrical potential as the
computer.

Explanation

C. An anti-static wrist strap keeps you at the same electrical potential as the
computer.

4. When troubleshooting a software problem on Phoebe's computer and listening to her describe the problem, your beeper goes off. It's your boss. Which of the following is the most appropriate action for you to take?

A. Excuse yourself, walk out of the cube, and use a cell phone to call your boss.

B. Pick up Phoebe’s phone and dial your boss’s number.

C. Wait until Phoebe finishes her description and then ask to use her phone tocall your boss.

D. Focus on the customer and don’t use her things.

Explanation

D. Focus on the customer and don’t use her things.

5. What tool should be in every technician's toolkit?

A. Pliers

B. Hammer

C. Straight-slot screwdriver

D. Phillips-head screwdriver

D. Every tech’s toolkit should have a Phillips-head screwdriver, at the very least.

Explanation

D. Every tech’s toolkit should have a Phillips-head screwdriver, at the very least.

6. You are at a customer's workstation to install several software and hardware updates, a process that will take a while and require several reboots of the computer. What should you do about the password to the user's account?

A. Require the customer to sit with you throughout the process so she can typein her password each time.

B. Ask the user to write down her password for you to use.

C. Ask the user to change her password temporarily for you to use.

D. Call your supervisor.

C. In this circumstance, asking for a temporary password is the right answer.
Make sure the user changes her password back before you leave the site.

Explanation

C. In this circumstance, asking for a temporary password is the right answer.
Make sure the user changes her password back before you leave the site.

7. While manning the help desk, you get a call from a distraught user who says she has a blank screen. What would be a useful follow-up question? (Select two.)

A. Is the computer turned on?

B. Is the monitor turned on?

C. Did you reboot?

D. What did you do?

A useful follow-up question would be to ask if the computer is turned on because if it is not, then that could be the reason for the blank screen. Another useful follow-up question would be to ask if the monitor is turned on because if it is not, then that could also be the reason for the blank screen. These two questions help to identify the potential causes of the issue and narrow down the troubleshooting steps.

Explanation

A useful follow-up question would be to ask if the computer is turned on because if it is not, then that could be the reason for the blank screen. Another useful follow-up question would be to ask if the monitor is turned on because if it is not, then that could also be the reason for the blank screen. These two questions help to identify the potential causes of the issue and narrow down the troubleshooting steps.

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8. Which of the following would be most appropriate for the workplace? (Select two.)

A. Clean, pressed khaki trousers

B. Clean, wrinkle-free T-shirt

C. Clean, wrinkle-free polo shirt

D. Clean, pressed jeans

Clean, pressed khaki trousers and clean, wrinkle-free polo shirt would be most appropriate for the workplace because they present a professional and polished appearance. Trousers are typically more formal than jeans, and khaki is a neutral color that is commonly accepted in professional settings. A polo shirt is a comfortable yet professional option that can be easily paired with trousers. Both options demonstrate cleanliness and attention to detail, which are important in a workplace environment.

Explanation

Clean, pressed khaki trousers and clean, wrinkle-free polo shirt would be most appropriate for the workplace because they present a professional and polished appearance. Trousers are typically more formal than jeans, and khaki is a neutral color that is commonly accepted in professional settings. A polo shirt is a comfortable yet professional option that can be easily paired with trousers. Both options demonstrate cleanliness and attention to detail, which are important in a workplace environment.

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9. Which of the following helps prevent electromagnetic interference?

A. Use an anti-static bag.

B. Use an anti-static wrist strap.

C. Keep magnets away from computer components.

D. Keep computers away from monitors.

C. Avoid putting magnets near computer gear to help prevent EMI.

Explanation

C. Avoid putting magnets near computer gear to help prevent EMI.