A+ Essentials 2009 (702)
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Practice Exam for the 2009 version of the CompTIA Essentials Certification
- 1.What does the acronym POST mean?
- A.
Power On Self Test
- B.
Power On System Test
- C.
Press On Single Try
- D.
Pop Out Slide Tray
- 2.In CompTIA's Network+ troubleshooting model, which step comes after "Implement the correction" and before "Document the problem and solution"?
- A.
Isolate the cause
- B.
Re-create the problem
- C.
Provide feedback
- D.
Formulate a correction
- E.
Test the solution
- 3.How many steps are there in the CompTIA A+ troubleshooting model?
- A.
Four
- B.
Nine
- C.
Eleven
- D.
Five
- E.
Six
- 4.True or False? Troubleshooting is the process of determining the cause of and ultimately the solution to a problem.
- A.
True
- B.
False
- 5.What do the letters ASID represent in terms of a four-stage process you can apply to troubleshooting computer problems?
- A.
Assume, Support, Interpret, Determine
- B.
Attempt, Select, Inquire, Delegate
- C.
Allow, Snoop, Implement, Disguise
- D.
Acquire, Simplify, Implement, Document
- 6.The second step in the troubleshooting process states: "...if it's a large or widespread problem, divide it into smaller to be analyzed individually.
- 7.Which stage of a troubleshooting process takes place throughout all of the previous stages anf finishes only when you have a resolution to the problem.
- A.
Implement
- B.
Document
- C.
Simplify
- D.
Acquire
- 8.If the changes you plan to make might make the data on any user's system inacessible, you must _________ before making any changes.
- A.
Tell the user
- B.
Have a disaster recovery plan
- C.
Back up data
- D.
Research the problem
- 9.True or False? There are three main pieces of information you need to gather from a user having issues with a computer system - customer environment, symptoms and error codes, and the user's level of computer experience.
- A.
True
- B.
False
- 10.True or False? If an error code is displayed before the POST process finishes, the problem is software related.
- A.
True
- B.
False
- 11.When you ___________ a problem, you establish priorities for resolving the problem.
- 12.According to the CompTIA A+ Certification:Essentials 2009 Edition, what is the key to successful troubleshooting?
- A.
Research
- B.
Investigation
- C.
Google
- D.
Documentation
- 13.True or False? Only you and your troubleshooting team can determine how much information to record.
- A.
True
- B.
False
- 14.Online _________ are a great resource to find possible solutions to computer and software problems.
- 15.When you assist someone with a problem, you should consider the ____________ message when you communicate with your customer.
- 16.If you bill your customer by the hour or minute, you need to stay __________ or the client could perceive that you are wasting their money and not as experienced as you claim.
- 17.Which of the following is a sign of effective communication with a client when you are attempting to troubleshoot a computer related problem? (Select 4 choices.)
- A.
Avoid Jargon
- B.
Become Distracted
- C.
Listen Actively
- D.
Be Specific
- E.
Speak Clearly
- 18._________ is a vocal characteristic you need to tailor to your environment.
- 19.True or False? A problem is resolved when you say so.
- A.
True
- B.
False
- 20.What is the name of the agreement specifying how clients and support personnel are to interact, what they can expect from each other, and timeframes for the resolution of issues?
- A.
Help-Desk Agreement
- B.
Contract for Services Rendered
- C.
Service-Level Agreement
- D.
User Warranty
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