Information Essentials Quiz! Ultimate Test

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Information Essentials Quiz! Ultimate Test - Quiz


This is the ultimate Information Technology Essentials Quiz. When it comes to using computers, there are some rules one is expected to follow. For example, there are laws laid down to ensure that people do not use technology to harm others or carry out illegal activities. Do you know some of the common computer problems most people have and how to solve them using applications of software? This quiz will help you refresh your memory.


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? 

    • A.

      Contact a first responder.

    • B.

      Confront the customer immediately.

    • C.

      Shut down the computer until authorities arrive.

    • D.

      Document as much information as possible.

    • E.

      Remove and destroy the hard drive.

    Correct Answer(s)
    A. Contact a first responder.
    D. Document as much information as possible.
    Explanation
    If illegal content, such as child pornography, is discovered on a customer's computer, the technician should take two actions. Firstly, they should contact a first responder, such as the local law enforcement agency, to report the illegal content and seek their guidance on further steps to be taken. Secondly, the technician should document as much information as possible about the content, including file names, locations, and any other relevant details. This documentation will be crucial for the authorities' investigation and prosecution process. Removing and destroying the hard drive is not recommended as it may interfere with the investigation and tamper with evidence.

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  • 2. 

    What is the definition of cyber law?

    • A.

      A single law defining criminal acts that are committed online

    • B.

      A contract that defines expectations between and organization and IT service vendors for an agreed upon level of support

    • C.

      The process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices

    • D.

      The collection of international, country, and local laws that affect computer security professionals

    Correct Answer
    D. The collection of international, country, and local laws that affect computer security professionals
    Explanation
    Cyber law refers to the collection of international, country, and local laws that affect computer security professionals. This includes laws related to computer crimes, data protection, privacy, intellectual property, and other legal issues that arise in the context of cyberspace. It is important for computer security professionals to be aware of and comply with these laws in order to ensure the legal and ethical use of technology and protect against cyber threats.

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  • 3. 

    When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?

    • A.

      Identity theft

    • B.

      Copying of copyrighted materials

    • C.

      Evidence tampering

    • D.

      Cyber crime

    Correct Answer
    C. Evidence tampering
    Explanation
    A properly and carefully documented chain of custody in computer forensics helps prevent evidence tampering. This is because the chain of custody establishes a clear record of who has had access to the evidence and when, ensuring that it remains intact and unaltered throughout the investigation process. By documenting the movement and handling of the evidence, it becomes easier to identify any unauthorized modifications or tampering attempts, thus maintaining the integrity and reliability of the evidence for legal proceedings.

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  • 4. 

    During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician does with this information?

    • A.

      Send this information to the manager of the customer.

    • B.

      Back up the information just in case the customer needs it some day.

    • C.

      Document all information in a log file.

    • D.

      Send this information to the technician manager.

    • E.

      Keep it confidential.

    Correct Answer
    E. Keep it confidential.
    Explanation
    The technician is expected to keep the customer's private information confidential. This means that the technician should not share or disclose the information to anyone else, including the manager or any other parties. Keeping the information confidential is important to maintain the customer's privacy and trust.

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  • 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.

      Send the file as it is to the level two technician.

    • B.

      Deliver the file in printed format only.

    • C.

      Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.

    • D.

      This file should not be shared with the level two technician.

    Correct Answer
    C. Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.
    Explanation
    The level one technician should replace all passwords in the file before emailing it to the level two technician and then provide the passwords through a secure method if necessary. This ensures that sensitive information is protected and prevents unauthorized access to the file.

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  • 6. 

    What are two sections that are usually included in an SLA? 

    • A.

      Supported equipment and software

    • B.

      Home contact information of the technician

    • C.

      Service provider part suppliers

    • D.

      Time of service availability

    • E.

      Contact information of other clients

    Correct Answer(s)
    A. Supported equipment and software
    D. Time of service availability
    Explanation
    An SLA, or Service Level Agreement, typically includes two main sections: supported equipment and software, and time of service availability. The supported equipment and software section outlines the specific devices, systems, or software that the service provider will support and maintain. This helps establish the scope of services provided. The time of service availability section specifies the hours or timeframes during which the service provider will be available to provide support or assistance. This ensures that both parties have a clear understanding of when the service can be accessed.

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  • 7. 

    Which two rules pertain to the general daily activities of employees in a call center environment? 

    • A.

      The technician should contact the customer if the technician is going to be late for a follow-up appointment.

    • B.

      The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.

    • C.

      The technician should be sure to treat all customers equally.

    • D.

      If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.

    • E.

      If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.

    Correct Answer(s)
    A. The technician should contact the customer if the technician is going to be late for a follow-up appointment.
    C. The technician should be sure to treat all customers equally.
    Explanation
    The two rules that pertain to the general daily activities of employees in a call center environment are: 1) The technician should contact the customer if the technician is going to be late for a follow-up appointment, to ensure proper communication and maintain customer satisfaction. 2) The technician should be sure to treat all customers equally, emphasizing the importance of providing fair and unbiased service to all customers, regardless of personal preferences or opinions. These rules highlight the importance of professionalism, effective communication, and customer-centric approach in a call center environment.

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  • 8. 

    Which statement describes a best practice related to time management?

    • A.

      The technician can take the call of another technician, even without permission to do so.

    • B.

      The technician should give better service to a customer for whom the technician feels more sympathy.

    • C.

      The technician should take the easier calls first, regardless of the urgency.

    • D.

      The technician should make sure to call the customer back as close to the callback time as possible.

    Correct Answer
    D. The technician should make sure to call the customer back as close to the callback time as possible.
  • 9. 

    Which two statements are correct about level one and level two technicians?

    • A.

      Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.

    • B.

      Level one technicians usually work on the problems that require opening up the computer case.

    • C.

      Level two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”

    • D.

      Level two technicians are usually more knowledgeable about technology than the level one technicians are.

    • E.

      Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.

    Correct Answer(s)
    A. Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.
    D. Level two technicians are usually more knowledgeable about technology than the level one technicians are.
    Explanation
    Level two technicians usually respond to the "down calls" as they may be able to resolve them faster. This implies that level two technicians have a higher level of expertise and experience, allowing them to handle urgent issues efficiently. Additionally, level two technicians are usually more knowledgeable about technology than level one technicians. This suggests that level two technicians possess a deeper understanding of complex technical problems and are equipped to provide advanced troubleshooting and support.

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  • 10. 

    What should a level two technician do immediately after receiving an escalated work order from a level one technician?

    • A.

      Call the customer back to ask any additional questions and resolve the problem.

    • B.

      Call the level one technician and ask questions about the problem.

    • C.

      Document suggestions to solve the problem in the work order and return it to the level one technician.

    • D.

      Send the work order to a level three technician and ask for support.

    Correct Answer
    A. Call the customer back to ask any additional questions and resolve the problem.
    Explanation
    After receiving an escalated work order from a level one technician, a level two technician should immediately call the customer back to ask any additional questions and resolve the problem. This step is important as it allows the level two technician to gather more information about the issue directly from the customer, which can help in understanding the problem better and finding an appropriate solution. By directly contacting the customer, the level two technician can provide prompt support and ensure customer satisfaction.

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  • 11. 

    A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? 

    • A.

      Use technical terms to determine the level of knowledge the customer possesses.

    • B.

      Allow the customer to speak without interruption.

    • C.

      Personalize the call by periodically asking questions unrelated to the computer problem.

    • D.

      Refer to the customer by name whenever possible.

    • E.

      Ask only closed-ended questions.

    Correct Answer(s)
    B. Allow the customer to speak without interruption.
    D. Refer to the customer by name whenever possible.
    Explanation
    The technician can establish a good rapport with the customer by allowing them to speak without interruption. This shows that the technician values the customer's input and wants to fully understand their problem. Additionally, referring to the customer by name whenever possible adds a personal touch to the conversation and helps create a friendly and personalized interaction.

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  • 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.

      Ask personal questions to get better acquainted with the customer.

    • C.

      Explain each step to help the customer understand the troubleshooting process.

    • D.

      Maintain professional behavior at all times.

    Correct Answer
    D. Maintain professional behavior at all times.
    Explanation
    The correct way to conduct a telephone call to troubleshoot a computer problem is to maintain professional behavior at all times. This means being polite, patient, and respectful towards the customer. It is important to listen actively to the customer's problem, ask relevant questions to gather information, and provide clear explanations of each step in the troubleshooting process. By maintaining professional behavior, the technician can create a positive and productive environment for resolving the computer problem efficiently.

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  • 13. 

    A technician receives a call from a customer who is too talkative. How should the technician handle the call?

    • A.

      Politely step in and gain control of the call by asking the customer social questions.

    • B.

      Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

    • 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.

    Correct Answer
    B. Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
    Explanation
    The technician should allow the customer to speak without interruption and then try to use closed-ended questions to gather data. This approach shows respect for the customer's need to talk and allows them to provide all the necessary information. Using closed-ended questions helps to gather specific information efficiently and keeps the conversation focused.

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  • 14. 

    What are two examples of displaying professional communication skills while talking to a customer? 

    • A.

      Focusing on what you cannot do to give customers an idea of the magnitude of the problem

    • B.

      Clarifying what customers say after they have finished their explanations

    • C.

      Interrupting customers with a question to gather more information

    • D.

      The use of active listening, with occasional interjections such as “I see” or “I understand”

    • E.

      Asking customers to paraphrase their explanations

    Correct Answer(s)
    B. Clarifying what customers say after they have finished their explanations
    D. The use of active listening, with occasional interjections such as “I see” or “I understand”
    Explanation
    Two examples of displaying professional communication skills while talking to a customer are clarifying what customers say after they have finished their explanations and the use of active listening, with occasional interjections such as "I see" or "I understand". Clarifying what customers say after they have finished their explanations shows that you are actively engaged in the conversation and are making sure you fully understand their needs. Using active listening techniques, such as interjections, demonstrates empathy and shows the customer that you are paying attention to their concerns.

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  • 15. 

    What are three pieces of information a level one technician should gather from a customer? 

    • A.

      Details of any recent changes to the computer

    • B.

      Description of the problem

    • C.

      Output from diagnostic software

    • D.

      Output from a remote connection to the customer computer

    • E.

      Current CMOS settings

    • F.

      Contact information

    Correct Answer(s)
    A. Details of any recent changes to the computer
    B. Description of the problem
    F. Contact information
    Explanation
    A level one technician should gather details of any recent changes to the computer in order to identify any potential causes or conflicts related to recent updates or installations. They should also gather a description of the problem to understand the specific issue the customer is facing. Additionally, contact information is necessary to ensure effective communication and follow-up with the customer.

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  • 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.

      The company cannot operate because of a system failure.

    • C.

      Some computers cannot log in to the network.

    • D.

      Two users are requesting an application enhancement.

    • E.

      A user is requesting a RAM memory upgrade.

    Correct Answer
    B. The company cannot operate because of a system failure.
    Explanation
    The highest priority for a support desk call would be given when the company cannot operate due to a system failure. This situation indicates that the entire company's operations are impacted and immediate resolution is necessary to restore functionality. Operating system errors, login issues, application enhancement requests, and RAM memory upgrade requests may be important but do not have the same level of urgency as a system failure that hinders the entire company's operations.

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  • 17. 

    Which two data storage locations contain persistent data that can be used by computer forensics specialists? 

    • A.

      Solid state drives

    • B.

      CPU registers

    • C.

      RAM

    • D.

      Hard disk drives

    • E.

      Cache

    Correct Answer(s)
    A. Solid state drives
    D. Hard disk drives
    Explanation
    Solid state drives and hard disk drives are the two data storage locations that contain persistent data that can be used by computer forensics specialists. Both of these storage devices retain data even when the computer is powered off, making them valuable sources of evidence for forensic investigations. CPU registers, RAM, and cache, on the other hand, are volatile storage locations that do not retain data once the power is turned off, making them less useful for forensic analysis.

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  • 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 internal drive

    • C.

      Data stored on an external drive

    • D.

      Data stored on magnetic disks

    Correct Answer
    A. Data in transit between RAM and the CPU
    Explanation
    Volatile data refers to data that is stored temporarily in RAM (Random Access Memory) and is constantly changing. This data includes processes, network connections, open files, and other system information. When power is removed from the computer, the data in transit between RAM and the CPU is lost because RAM requires power to maintain its contents. On the other hand, data stored on internal or external drives, as well as data stored on magnetic disks, is non-volatile and will not be lost when power is removed.

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  • 19. 

    What customer support procedure would likely cause an upset customer to become more upset?

    • A.

      Ask the customer to do obvious or unnecessary steps.

    • B.

      Reiterate that you want to solve the problem.

    • C.

      Follow a step-by-step approach to solving the problem.

    • D.

      Apologize for the wait time if there has been no wait time.

    Correct Answer
    A. Ask the customer to do obvious or unnecessary steps.
    Explanation
    Asking the customer to do obvious or unnecessary steps would likely cause an upset customer to become more upset. This is because it can be frustrating and time-consuming for the customer to perform tasks that are unnecessary or that they have already tried. It can make them feel like their time is being wasted and that the support representative is not understanding or addressing their issue effectively. This can escalate their frustration and lead to increased dissatisfaction with the customer support experience.

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  • 20. 

    What name is given to a certain set of general rules that apply to written communication over the Internet?

    • A.

      Flame wars

    • B.

      Online interactions

    • C.

      Internet slang

    • D.

      Netiquette

    Correct Answer
    D. Netiquette
    Explanation
    Netiquette refers to a certain set of general rules that apply to written communication over the Internet. It is a combination of the words "Internet" and "etiquette," emphasizing the importance of polite and respectful behavior in online interactions. Netiquette guides individuals on how to communicate effectively, avoid misunderstandings, and maintain a positive online environment. It covers aspects such as proper language usage, avoiding spam, respecting privacy, and being mindful of others' feelings. Netiquette helps foster a sense of community and promotes healthy online interactions.

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  • 21. 

    When performing computer forensics what is required to prove a chain of custody?

    • A.

      An admission of guilt

    • B.

      Collected evidence

    • C.

      Proper documentation procedures

    • D.

      Expert testimony

    Correct Answer
    C. Proper documentation procedures
    Explanation
    To prove a chain of custody in computer forensics, proper documentation procedures are required. This involves maintaining a detailed record of the handling, storage, and transfer of evidence. It ensures that the evidence remains intact and uncontaminated, and that there is a clear and documented trail of custody from the time it is collected until it is presented in court. This documentation is crucial in establishing the authenticity and reliability of the evidence, and to demonstrate that it has not been tampered with or compromised.

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  • 22. 

    What is a reason to escalate a problem from a level one technician to a level two technician?

    • A.

      When the equipment needs to be rebooted

    • B.

      When the screen resolution of a customer PC needs to be adjusted

    • C.

      When drivers, applications, or operating systems need to be installed

    • D.

      When a peripheral device needs to be replaced

    Correct Answer
    C. When drivers, applications, or operating systems need to be installed
    Explanation
    When drivers, applications, or operating systems need to be installed, it may require a higher level of technical expertise and access to administrative privileges. Level two technicians typically have more advanced knowledge and skills in installing and configuring software components. Therefore, escalating the problem to a level two technician ensures that the installation process is handled correctly and efficiently.

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