Chapter 11: The IT Professional - Quiz

22 Questions | Total Attempts: 189

SettingsSettingsSettings
Please wait...
Chapter 11: The IT Professional - Quiz

Based on the Cisco Networking Academy course: CompTIA A+


Questions and Answers
  • 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

Back to Top Back to top