Computer Servicing And Support - Level 2 - Internal Assessment
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What is the internet?
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This Level 2 Internal Assessment in Computer Servicing and Support tests practical skills in network troubleshooting, including commands like ipconfig, ping, and tracert, and understanding remote helpdesk support. It prepares learners for real-world IT administration roles by assessing essential networking competencies.
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- 2.
What is a web browser?
- 3.
What is a search engine?
- 4.
What is the difference between a web browser and a search engine?
- 5.
What is the Tracert command used for?
- 6.
What information does the command IPCONFIG provide?
- 7.
Can Remote support be provided without use of the internet?
- 8.
Is customer service important during the provision of remote assistance? Explain your answer.
- 9.
Provide arguments to support the effectiveness of refining techniques inclusive of the use of examples. (No fewer than 150 words)
- 10.
Describe in detail the process you would use to try to resolve an internet connectivity problem. (No fewer than 200 words)
- 11.
Defend the usefulness of remote helpdesk support to an organization. (No fewer than 150 words)
- 12.
You are the new IT admin, and you need to find the network configuration. What should you use?
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Ipconfig
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Cmd
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NetBIOS
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Ifconfig
Correct Answer
A. IpconfigExplanation
To find the network configuration as a new IT admin, you should use "ipconfig." This command is commonly used in Windows operating systems to display the current IP configuration of all network interfaces, including IP address, subnet mask, and default gateway. It provides essential information about the network settings, allowing the admin to troubleshoot network connectivity issues, check DNS settings, and verify the assigned IP address. The other options, cmd, NetBIOS, and ifconfig, are not specifically designed for retrieving network configuration details in a Windows environment.Rate this question:
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- 13.
This command sends a request out and expects a response, indicating that both hosts are communicating .
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Tracert
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Ipconfig /renew
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Nslookup
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Ping
Correct Answer
A. PingExplanation
The ping command is used to send a request to a specific host or IP address and waits for a response. If a response is received, it indicates that both hosts are communicating successfully. Therefore, the ping command is the most suitable option for the given explanation.Rate this question:
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- 14.
If you wanted to ping a website but also follow the path at which it pings, what would you use?
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Tracert
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Ping
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Netstat
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Ipconfig/renew
Correct Answer
A. TracertExplanation
Tracert is the correct answer because it is a command used to trace the route that packets take from your computer to a destination IP address or domain. It displays a list of all the routers or hops that the packets pass through, showing the time it takes for each hop. This allows you to track the path that the ping packets follow, helping to identify any network issues or delays along the way.Rate this question:
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- 15.
The computer is experiencing a network problem. The first thing you do is determine that Ethernet NIC is working by checking Device Manager. This is also known as...
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Verifying physical connectivity
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Verifying the IP configuration
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Verifying that the network adapter is functional
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Verifying network connectivity
Correct Answer
A. Verifying that the network adapter is functionalExplanation
The given correct answer is "Verifying that the network adapter is functional". In order to determine if the Ethernet NIC is working, checking the Device Manager is a common step. Device Manager provides information about the status and functionality of hardware devices installed in the computer, including network adapters. By checking the Device Manager, one can verify if the network adapter is functioning properly or if there are any issues with it. This step helps in diagnosing the network problem and narrowing down the possible causes.Rate this question:
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- 16.
Which of these is an advantage of using remote helpdesk support?
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Increase the downtime of the user.
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Remote desktop relieves users from the discomfort of being asked to perform diagnostics.
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The support personnel needs travel on-site to fix the issue.
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Invasion of privacy.
Correct Answer
A. Remote desktop relieves users from the discomfort of being asked to perform diagnostics.Explanation
An advantage of using remote helpdesk support is that it relieves users from the discomfort of being asked to perform diagnostics. This means that users do not have to go through the hassle of trying to troubleshoot and fix issues themselves, as the support personnel can remotely access their desktop and resolve the problem. This saves time and effort for the users and allows them to continue their work without interruption.Rate this question:
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- 17.
Which of these is not allowed when providing remote support to a client?
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Active listening
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Verifying that the problem has been resolved
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Documenting resolution of problem
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Using jargon
Correct Answer
A. Using jargonExplanation
Using jargon is not allowed when providing remote support to a client. Jargon refers to technical or specialized terminology that may be difficult for the client to understand. When providing remote support, it is important to communicate in a clear and concise manner, using language that the client can easily comprehend. Using jargon can confuse the client and hinder effective communication, making it difficult to resolve the problem efficiently. Therefore, it is best to avoid using technical terms and instead use simple and understandable language when providing remote support to a client.Rate this question:
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- 18.
Which of the options given below is not a remote helpdesk platform?
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Remote desktop
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Cisco WebEx
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TeamViewer
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AnyDesk
Correct Answer
A. Cisco WebExExplanation
The correct answer is Cisco WebEx because Cisco WebEx is not primarily a remote helpdesk platform. It is a web conferencing and video conferencing platform that allows users to collaborate and communicate online. While it does offer some remote support features, it is not specifically designed as a dedicated remote helpdesk platform like Remote desktop, TeamViewer, and AnyDesk.Rate this question:
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- 19.
To get the most detailed network configuration, use this command.
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Tracert
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Ipconfig /all
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Ipconfig /renew
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Ping –t
Correct Answer
A. Ipconfig /allExplanation
The command "ipconfig /all" is used to display detailed information about the network configuration of a computer. It provides information such as IP address, subnet mask, default gateway, DNS servers, and other network settings. By using this command, one can obtain a comprehensive overview of the network configuration, making it the most suitable option for getting detailed information.Rate this question:
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- 20.
As you are walking down the hallway to help an important client with a support ticket they submitted, one of your coworkers rushes up to you and begs you to help them install some software on their computer. The appropriate answer is:
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"I'm sorry, but I'm on my way to help out Mr/s. X. If you put in a ticket, I'll be sure to look for it when I'm done and get to you ASAP."
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"Be right there!"
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"Can this wait until tomorrow? I'm very busy right now."
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"As soon as I help Mr/s. X I'll be right with you!"
Correct Answer
A. "I'm sorry, but I'm on my way to help out Mr/s. X. If you put in a ticket, I'll be sure to look for it when I'm done and get to you ASAP."Explanation
The correct answer is to politely decline the coworker's request for immediate help with installing software and prioritize assisting the important client with their support ticket. By explaining that you are currently on your way to help Mr/s. X and offering to address the coworker's request after attending to the client's needs, you demonstrate professionalism, prioritize tasks, and ensure that both individuals receive the necessary assistance in a timely manner.Rate this question:
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- 21.
What is the name of the web browser developed and released by Google?
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Mozilla Firefox
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Microsoft Edge
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Safari
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Chrome
Correct Answer
A. ChromeExplanation
Chrome is the correct answer because it is the web browser developed and released by Google. It is one of the most popular web browsers used globally and is known for its speed, simplicity, and security features. Chrome offers a user-friendly interface, supports various extensions, and is compatible with multiple operating systems.Rate this question:
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- 22.
Which of the following is the correct format of an Email address?
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Name@website@info
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Www.nameofebsite.com
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Name.website.com
Explanation
The correct format of an email address is "[email protected]" because it follows the standard structure of an email address, which consists of a name or username followed by the @ symbol, the domain name (website), and the top-level domain (org.ca).Rate this question:
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- 23.
The process of transferring files from a computer on the Internet to your computer is called?
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Uploading
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Forwarding
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FTP
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Downloading
Correct Answer
A. UploadingExplanation
The process of transferring files from a computer on the Internet to your computer is called uploading. This involves sending data or files from a local device to a remote server or computer. It is the opposite of downloading, which refers to transferring files from a remote server to a local device. Uploading is commonly used when sharing files, submitting documents, or backing up data to a cloud storage service.Rate this question:
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- 24.
A Web site's front page /main page is called?
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Browser Page
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Search Page
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Home Page
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Bookmark
Correct Answer
A. Home PageExplanation
The correct answer is "Home Page" because the front or main page of a website is commonly referred to as the home page. It is the initial page that users see when they visit a website and often contains an overview of the website's content and navigation options. The home page serves as a starting point for users to explore the website and find the information they are looking for.Rate this question:
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- 25.
Which one of the following is not a search engine?
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Bing
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Cortana
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DuckDuckGo
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Yahoo
Correct Answer
A. CortanaExplanation
Cortana is not a search engine, but rather a virtual assistant developed by Microsoft. While search engines like Bing, DuckDuckGo, and Yahoo are used to search for information on the internet, Cortana is designed to assist users with tasks, provide recommendations, and perform actions based on voice commands.Rate this question:
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- 26.
This is the box at the top of your browser window that displays the entire URL, or Web site address.
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Status bar
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Scroll bar
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Address bar
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Address bar
Correct Answer
A. Address barExplanation
The address bar is the correct answer because it is the box at the top of the browser window that displays the entire URL or web site address. It allows users to input or view the address of the website they want to visit.Rate this question:
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Quiz Review Timeline (Updated): Mar 21, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
May 29, 2020Quiz Created by
Davian Campbell
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