Chapter 11: The IT Professional - Quiz
Based on the Cisco Networking Academy course: CompTIA A+
- 1.Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)
- A.
Confront the customer immediately.
- B.
Remove and destroy the hard drive.
- C.
Contact a first responder.
- D.
Shut down the computer until authorities arrive.
- E.
Document as much information as possible.
- 2.What is the definition of cyber law?
- A.
The process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
- B.
The collection of international, country, and local laws that affect computer security professionals
- C.
A contract that defines expectations between and organization and IT service vendors for an agreed upon level
- D.
A single law defining criminal acts that are committed online
- 3.During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?
- A.
Send this information to the manager of the customer.
- B.
Send this information to the technician manager.
- C.
Keep it confidential.
- D.
Document all information in a log file.
- E.
Back up the information just in case the customer needs it some day.
- 4.When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
- A.
Copying of copyrighted materials
- B.
Evidence tampering
- C.
Cyber crime
- D.
Identity theft
- 5.
Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?- A.
This file should not be shared with the level two technician.
- B.
Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.
- C.
Send the file as it is to the level two technician.
- D.
Deliver the file in printed format only.
- 6.What are two sections that are usually included in an SLA? (Choose two.)
- A.
Time of service availability
- B.
Service provider part suppliers
- C.
Supported equipment and software
- D.
Home contact information of the technician
- E.
Contact information of other clients
- 7.Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
- A.
The technician should be sure to treat all customers equally.
- B.
If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.
- C.
The technician should contact the customer if the technician is going to be late for a follow-up appointment.
- D.
The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
- E.
If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
- 8.Which statement describes a best practice related to time management?
- A.
The technician should make sure to call the customer back as close to the callback time as possible
- B.
The technician should take the easier calls first, regardless of the urgency.
- C.
The technician should give better service to a customer for whom the technician feels more sympathy.
- D.
The technician can take the call of another technician, even without permission to do so.
- 9.Which two statements are correct about level one and level two technicians? (Choose two.)
- A.
Level two technicians are usually more knowledgeable about technology than the level one technicians are.
- B.
Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.
- C.
Level two technicians are often referred to as "incident screeners," and level one technicians are often referred to as "product specialists."
- D.
Level one technicians usually work on the problems that require opening up the computer case.
- E.
Level two technicians usually respond to the "down calls" as they may be able to resolve them faster.
- 10.What should a level two technician do immediately after receiving an escalated work order from a level one technician?
- A.
Call the level one technician and ask questions about the problem.
- B.
Call the customer back to ask any additional questions and resolve the problem.
- C.
Send the work order to a level three technician and ask for support
- D.
Document suggestions to solve the problem in the work order and return it to the level one technician.
- 11.A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)
- A.
Personalize the call by periodically asking questions unrelated to the computer problem.
- B.
Use technical terms to determine the level of knowledge the customer possesses.
- C.
Allow the customer to speak without interruption.
- D.
Refer to the customer by name whenever possible.
- E.
Ask only closed-ended questions.
- 12.What is the correct way to conduct a telephone call to troubleshoot a computer problem?
- A.
Always gather information from the customer and escalate the problem.
- B.
Explain each step to help the customer understand the troubleshooting process
- C.
Ask personal questions to get better acquainted with the customer.
- D.
Maintain professional behavior at all times.
- 13.A technician receives a call from a customer who is too talkative. How should the technician handle the call?
- A.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
- B.
Politely step in and gain control of the call by asking the customer social questions
- C.
Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
- D.
Talk over the customer and quickly gather the necessary information to be of help.
- 14.What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
- A.
The use of active listening, with occasional interjections such as "I see" or "I understand"
- B.
Asking customers to paraphrase their explanations
- C.
Interrupting customers with a question to gather more information
- D.
Clarifying what customers say after they have finished their explanations
- 15.What are three pieces of information a level one technician should gather from a customer? (Choose three.)
- A.
Output from a remote connection to the customer computer
- B.
Description of the problem
- C.
Details of any recent changes to the computer
- D.
Contact information
- E.
Output from diagnostic software
- F.
Current CMOS settings
- 16.Which situation would require that a support desk call be given the highest priority?
- A.
A couple of computers have operating system errors.
- B.
Some computers cannot log in to the network.
- C.
Two users are requesting an application enhancement.
- D.
A user is requesting a RAM memory upgrade.
- E.
The company cannot operate because of a system failure.
- 17.Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)
- A.
CPU registers
- B.
Cache
- C.
Hard disk drives
- D.
RAM
- E.
Solid state drives
- 18.In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?
- A.
Data in transit between RAM and the CPU
- B.
Data stored on an external drive
- C.
Data stored on magnetic disks
- D.
Data stored on an internal drive
- 19.What customer support procedure would likely cause an upset customer to become more upset?
- A.
Follow a step-by-step approach to solving the problem.
- B.
Reiterate that you want to solve the problem.
- C.
Apologize for the wait time if there has been no wait time.
- D.
Ask the customer to do obvious or unnecessary steps.
- 20.What name is given to a certain set of general rules that apply to written communication over the Internet?
- A.
Netiquette
- B.
Online interactions
- C.
Flame wars
- D.
Internet slang
- 21.When performing computer forensics what is required to prove a chain of custody?
- A.
Collected evidence
- B.
Expert testimony
- C.
Proper documentation procedures
- D.
An admission of guilt
- 22.What is a reason to escalate a problem from a level one technician to a level two technician?
- A.
When drivers, applications, or operating systems need to be installed
- B.
When a peripheral device needs to be replaced
- C.
When the equipment needs to be rebooted
- D.
When the screen resolution of a customer PC needs to be adjusted
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