Hsi Tech Quiz 1

12 Questions | Total Attempts: 55

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Hsi Tech Quiz 1

Questions and Answers
  • 1. 
    A customer calls with 3 lights showing on her modem. Which is the most likely scenario?
    • A. 

      The modem is functioning correctly.

    • B. 

      The modem is unable to sync to the network.

    • C. 

      The ethernet cable may not be plugged in.

    • D. 

      The modem lock may be enabled.

  • 2. 
    An elderly gentleman calls you who cannot get online. Upon probing, you discover that he has 2 lights showing on his EMTA. What is the most likely cause?
    • A. 

      The EMTA is unable to sync to the network. Have the customer check connections.

    • B. 

      The EMTA is most likely running off of battery. Have the customer try another power outlet.

    • C. 

      The EMTA is functioning correctly and the customer should have internet.

    • D. 

      None of the above.

  • 3. 
    You receive a call from a young lady who cannot get online. Upon probing, you discover that the customer has 2 lights showing on her modem. What is the most likely cause?
    • A. 

      The modem is unable to sync to the network. Have the customer check connections.

    • B. 

      The modem is unable to communicate with the customer's PC. Have the customer try another ethernet cable.

    • C. 

      The modem is functioning correctly and the customer should have internet access.

    • D. 

      The customer may have accidentally hit the 'modem lock' button on the front of the modem. Have the customer lightly tap the on/off button on the front of the modem.

  • 4. 
    A customer calls you from a cell phone complaining that he has no internet or phone service. Upon probing, you are able to uncover that there are 3 lights on the EMTA. What is the most likely scenario?
    • A. 

      The EMTA is unable to sync to the network. Have the customer check connections and perform a pin reset of the EMTA.

    • B. 

      The customer may have accidentally pressed the on/off button. Have the customer depress the button and connectivity should be restored.

    • C. 

      The EMTA may be running of battery power. Have the customer check if the EMTA is plugged in securely. If it is, have the customer try another outlet.

    • D. 

      The EMTA is functioning correctly and the customer should be online.

  • 5. 
    You receive a call from a customer who cannot get online. There are 4 lights on his modem. What is the most likely scenario?
    • A. 

      The modem is unable to sync to the network. Check connections and power cycle the modem.

    • B. 

      The modem is functioning correctly, the customer should have internet.

    • C. 

      The modem is defective. Advise the customer to go to a storefront to get a new one.

    • D. 

      All of the above

  • 6. 
    What is the function of the DNS server?
    • A. 

      It is responsible for the sending and receiving of email messages.

    • B. 

      It is responsible for issuing a unique IP address to every computer connected to the Cogeco network.

    • C. 

      It operates like a phone book. When attempting to connect to a website, you would type www.yahoo.ca (for example) into the address bar of your browser. The DNS server searches for the IP address of the website you requested and associates it with your request.

    • D. 

      The DNS server is responsible for managing all incoming and outgoing bandwidth and counts the amount of bandwidth that a modem connected to the Cogeco network is using. This is the backbone for the usage billing system and is how Cogeco decides if a particular area is in need of an upgrade.

  • 7. 
    What is the function of the DHCP server?
    • A. 

      The DHCP server is responsible for issuing a unique IP address to every computer connected to the Cogeco network.

    • B. 

      The DHCP server is responsible for managing all incoming and outgoing bandwidth and counts the amount of bandwidth that a modem connected to the Cogeco network is using. This is the backbone for the usage billing system and is how Cogeco decides if a particular area is in need of an upgrade.

    • C. 

      It operates like a phone book. When attempting to connect to a website, you would type www.yahoo.ca (for example) into the address bar of your browser. The DNS server searches for the IP address of the website you requested and associates it with your request.

    • D. 

      It is responsible for the sending and receiving of email messages.

  • 8. 
    What is the function of the mail servers?
    • A. 

      They operate like a phone book. When attempting to connect to a website, you would type www.yahoo.ca (for example) into the address bar of your browser. The DNS server searches for the IP address of the website you requested and associates it with your request.

    • B. 

      They operate like an electronic post office. They are responsible for the sending and receiving of email messages.

    • C. 

      The mail server is responsible for managing all incoming and outgoing bandwidth and counts the amount of bandwidth that a modem connected to the Cogeco network is using. This is the backbone for the usage billing system and is how Cogeco decides if a particular area is in need of an upgrade.

    • D. 

      None of the above.

  • 9. 
    Select the items that are required for validation.
    • A. 

      The name on the account.

    • B. 

      The postal code

    • C. 

      The full address including street type and city.

    • D. 

      Phone number

    • E. 

      The account number.

  • 10. 
    As a Cogeco Internet Technical Support agent, we are able to walk a customer through the setup of their wireless router.
    • A. 

      True

    • B. 

      False

  • 11. 
    As a Cogeco Internet Technical Support agent, we are able to walk a customer through setting up their email in Outlook Express.
    • A. 

      True

    • B. 

      False

  • 12. 
    As a Cogeco Internet Technical Support agent, we are able to assist a customer with setting up their Cogeco email address on their new iPhone.
    • A. 

      True

    • B. 

      False

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