CompTIA A+ Customer Troubleshooting Questions Quiz!

16 Questions | Total Attempts: 588

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A Plus Certification Quizzes & Trivia

This CompTIA A+ Certification test has been made to see whether you are completely prepared for the real exam. This quiz will help you pass by familiarizing you with the question pattern and the ensuring that you know the syllabus of the CompTIA A+ Certification Test. Test your knowledge about the troubleshooting queries related to the computer network, hardware and software by customer and technicians. So, let's try out this hardest quiz. All the best!


Questions and Answers
  • 1. 
    Upon arriving at a site, a customer tells you that you are not welcome here. He is used to working with Bill, and only wants Bill working on his systems. What should you do?
    • A. 

      Page Bill.

    • B. 

      Explain that you were sent here and walk past the customer.

    • C. 

      Contact your office and tell your manager of the situation.

    • D. 

      Pacify the customer by telling them that you will configure the machine to allow for Bill to update system files remotely.

  • 2. 
    You have been on the phone with a user in a remote office for 30 minutes troubleshooting their minor desktop problem. No matter how many times you explain the solution to them, they do not understand what you are saying. What should you do?
    • A. 

      Go to the user's site

    • B. 

      Suggest they call back tomorrow

    • C. 

      Suggest they call another technician

    • D. 

      Suggest you talk to their manager

  • 3. 
    A user called his organization's Help Desk because he can't access work-related resources on the Internet from his workstation. A Help Desk technician visited the user's desk to fix the problem. The user's desk was somewhat cluttered, so the technician re-arranged and organized the items on the desk. She also decided to rearrange the user's personal photos on the desk into a more pleasing arrangement. After fixing the problem the technician left a detailed description of how she fixed the problem for the user. Did the technician handle the issue correctly?
    • A. 

      No, the technician should have e-mailed instructions to the user. That way, he could fix the problem himself the next time it happens.

    • B. 

      Yes, the technician handled the request correctly

    • C. 

      No, the technician should have handled the request over the phone instead of visiting the desk.

    • D. 

      No, the technician should not have rearranged the user's desk.

    • E. 

      No, the technician should have talked to the user directly instead of leaving a note.

  • 4. 
    A user called her organization's Help Desk to complain that her workstation's screen is black even though the power switch is turned on. The technician helping her told her to press a keyboard key. When she did, the monitor came back on. The technician then told her that she had made a “stupid” error and that she “shouldn't be allowed to touch a computer.” Did the technician handle the issue correctly?
    • A. 

      No, the technician shouldn't have wasted time on such a foolish mistake.

    • B. 

      No, the technician should not have demeaned the user for the mistake.

    • C. 

      Yes, the technician handled the situation correctly.

    • D. 

      No, the technician should have let the user figure out the problem for herself.

  • 5. 
    A user called her organization's Help Desk to request help with connecting to a network server. The help desk technician came to her desk to resolve the issue. Once there, the technician used the user's telephone to call his girlfriend. The call lasted the entire time the technician was at the user's desk. Did the technician handle the request correctly?
    • A. 

      No, the technician should not have used the user's telephone for a personal call.

    • B. 

      No, the technician should have sent the user instructions in an email

    • C. 

      Yes, the technician handled the request correctly.

    • D. 

      No, the technician should have directed the user to the network software's documentation on the Internet.

  • 6. 
    You are the PC technician for a company. An employee has been having problems with their computer freezing frequently. After troubleshooting, you realize that the computer has contracted an advanced virus and the only way to fix the computer is to reformat it. When you tell the employee that you will need to reformat their computer, the employee gets extremely frustrated and starts accusing you of not knowing how to do your job. How should you respond?
    • A. 

      Tell the employee that your supervisor will be down shortly to discuss their options.

    • B. 

      Apologize for not being able to fulfill your work tasks.

    • C. 

      Respectfully tell the employee that you understand the inconvenience and see why they are frustrated, but viruses can be very detrimental to a computer and reformatting is necessary. Assure them you will do your best to get their computer up and running as soon as possible.

    • D. 

      Inform the employee that in reality, it is their fault that this happened because they were the one that allowed the virus onto the computer, but you will do your best to help them fix it.

  • 7. 
    You are the PC technician for a company. An employee comes to you extremely worried that their printer has broken and it is imperative that their documents are printed in time for a very important presentation they are giving in just 10 minutes. How should you respond?
    • A. 

      Tell the employee that most printer problems are easy to fix and you will do your best to get their project printed as soon as possible.

    • B. 

      Tell the employee that they need to plan more time for printing before presentations.

    • C. 

      Tell the employee that they should copy their project to a CD and try to get it to print somewhere else.

    • D. 

      Tell the employee not to worry about it; their printer is probably just offline and will take two seconds to fix.

  • 8. 
    You are a PC technician for a company. An employee needs their computer reinstalled and you have arranged to use their computer and office over their lunch break to complete the installation. You enter their office and find it to be quite disorderly with sticky notes around the monitor and stacks of papers and folders on the desk. This makes you feel uncomfortable while you work. What is the best thing to do?
    • A. 

      Re-arrange the workspace to be more organized and tidy. The user will appreciate your willingness to help.

    • B. 

      Move the objects that are in your way then continue working. The user knows how they like their office best, so they can re-arrange things when you’re done.

    • C. 

      Move the objects that are bugging you while you work, then put them back in the same place before you leave.

    • D. 

      Leave the office exactly as it is. Even if it makes you uncomfortable, you should never alter someone else’s workspace.

  • 9. 
    You are the PC technician for a company. An employee has stepped out of their office while you fix a computer problem they have been having. They have accidentally left a report open next to their computer which states that a friend of yours in accounting will be submitted for review if their poor work performance continues. What should you do?
    • A. 

      Tell your friend the information you have learned and under what circumstances it was obtained.

    • B. 

      Ignore the paper and tell no one of its contents.

    • C. 

      Give your friend a heads up about what you found, but don’t disclose from where you heard the information.

    • D. 

      Tell your fellow PC technicians about what you saw, then let them decide what to do with the information.

  • 10. 
    • A. 

      Ask the customer to excuse you, then step into the hallway to briefly take the call.

    • B. 

      Answer the phone by saying, “I’m busy right now, I’ll call you right back.”

    • C. 

      Ignore the phone; let it continue ringing until the caller reaches your voicemail.

    • D. 

      Immediately forward the call to voicemail.

  • 11. 
    A user called the Help Desk to request help with his Windows XP desktop workstation. He's having trouble getting new messages from your company's e-mail server. The Help Desk technician told him to open a Command Prompt and try to PING the e-mail server. She also told him to check his SMTP and POP3 server IP addresses. Did the Help Desk technician handle this request correctly?
    • A. 

      No, the technician should have had him check his workstation's IP address configuration first.

    • B. 

      No, the technician used jargon that the user probably didn't understand.

    • C. 

      Yes, the request was handled properly.

    • D. 

      No, the technician should have walked to his desk and conducted the tests for him.

  • 12. 
    A user called the Help Desk to request help with her notebook system that won't boot. The Help Desk technician handling her call wrote an e-mail and responded to an instant message while on the phone with the user. The technician instructed the user to go to the notebook manufacturer's Web site and see if she can find any information about the problem. Did the technician handle the request correctly?
    • A. 

      No, the technician was distracted while handling the call.

    • B. 

      No, the technician should have instructed the user to call the notebook manufacturer for support.

    • C. 

      No, the technician should have put the user on hold until he had time to handle her request.

    • D. 

      Yes, the technician handled the request appropriately.

  • 13. 
    A user sent an e-mail to his company's Information Systems group requesting a larger hard drive for his workstation so he can capture and edit digital video for an upcoming trade show presentation. The system administrator, who has just had his budget for the year cut by 50%, responded to the request by sending an e-mail back stating “Yeah, right. I can't buy a new hard drive for everyone who wants to play around.” Did the technician handle this request properly?
    • A. 

      No, the technician should have ignored the request.

    • B. 

      Yes, the technician handled the request properly.

    • C. 

      No, the technician should have maintained a positive attitude and tone of voice.

    • D. 

      No, the technician should have forwarded the request to the user's manager and told her to handle it.

  • 14. 
    You are the PC technician for a company. You are meeting with a user who is experiencing difficulties with their computer. The user explains: “My e-mail doesn’t work. I keep getting the e-mail sent back to me, I can’t find any of my old e-mails, and I don’t think that the program has ever worked well.” You ask the user to show you how they usually go about their e-mail tasks and determine that there is not a problem with the program, but that the user needs to be trained on how the program works. You know that you have several important work tasks that need to be completed by the end of the day and this is not high on your priority list. What is the best way for you to respond?
    • A. 

      Inform the user that there isn’t anything wrong with the program, they just don’t know how to use it correctly.

    • B. 

      Direct the user to the Help utility in the e-mail program.

    • C. 

      Set up a time during which you can sit down with the user and show them how to complete common tasks.

    • D. 

      Tell the user to ask their co-workers how to use the program if they come across further problems.

  • 15. 
    • A. 

      Tell the employee that you will get new RAM for their computer as soon as possible.

    • B. 

      Tell the employee that they should make do with what they have.

    • C. 

      Tell the employee that they aren’t currently budgeted for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.

    • D. 

      Tell the employee that the best option is for the employee to purchase new RAM for the computer and bring it in to work.

  • 16. 
    • A. 

      Tell the customer that they may have downloaded a virus and you may need to re-image their computer.

    • B. 

      Tell the customer it is an easy fix, you will just need to defrag their hard drive and wipe their computer for spyware and malware.

    • C. 

      Ask the customer what they were doing when it slowed down and if they have recently installed anything new to their system.

    • D. 

      Tell them that computers tend to run slowly from time to time and not to worry.