Computer Technical Support Examination (Tse) Quiz
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Computer technical knowledge is an essential skill to upgrade your career. Take this "Computer Technical Support Examination (TSE) Quiz" to gauge your computer technical knowledge. The quiz contains questions ranging from easy, moderate, to high-level questions that will add to and improve your computer and networking knowledge. The quiz tests your knowledge and makes you learn new things about the field. This quiz will help your career by adding to your technical support knowledge. If you like the quiz, share it with your friends and family. All the best!
Computer Technical Support Examination Questions and Answers
- 1.
Which of the following is an example of a web browser?
- A.
Google
- B.
Internet Explorer
- C.
Mac OSX
- D.
Microsoft Outlook
Correct Answer
B. Internet ExplorerExplanation
Internet Explorer is an example of a web browser. It is a software application that allows users to access and navigate the internet. It is specifically designed to display websites and webpages, interpret HTML code, and render the content for users to view. Internet Explorer was one of the most popular web browsers before being replaced by Microsoft Edge.Rate this question:
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- 2.
“Outlook Express” and “Microsoft Outlook 2000” are examples of?
- A.
Web Browsers
- B.
Operating Systems
- C.
Web Search Engines
- D.
Email Clients
Correct Answer
D. Email ClientsExplanation
"Outlook Express" and "Microsoft Outlook 2000" are examples of email clients. Email clients are software applications that allow users to send, receive, and manage their email messages. These applications provide features such as composing and organizing emails, managing contacts, and accessing multiple email accounts. "Outlook Express" and "Microsoft Outlook 2000" specifically are popular email clients developed by Microsoft.Rate this question:
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- 3.
Which of the following is not an example of an Operating System?
- A.
Windows Vista
- B.
Mac OSX
- C.
Mozilla Firefox
- D.
Windows 7
Correct Answer
C. Mozilla FirefoxExplanation
Mozilla Firefox is a web browser, not an operating system. Operating systems, such as Windows Vista, Mac OSX, and Windows 7, are software that manage computer hardware and software resources and provide common services for computer programs.Rate this question:
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- 4.
Which of the following is considered a Web Search Engine?
- A.
Outlook Express or Microsoft Outlook
- B.
Internet Explorer or Netscape Communicator
- C.
Google or Yahoo!
- D.
Windows XP or Linux
Correct Answer
C. Google or Yahoo!Explanation
Google and Yahoo! are considered web search engines because they are online platforms that allow users to search for information on the internet. They have search algorithms that index web pages and provide relevant search results based on user queries. Outlook Express and Microsoft Outlook are email clients, Internet Explorer and Netscape Communicator are web browsers, and Windows XP and Linux are operating systems, none of which are web search engines.Rate this question:
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- 5.
What are COOKIES?
- A.
Small pieces of text, stored on a user's computer by a web browser; and they contain the user's settings, shopping cart contents, or other data used by websites
- B.
Used to speed up certain computer operations by temporarily placing data, or a copy of it, in a location where it can be accessed more rapidly than normal
- C.
Special set of rules that end points in a telecommunication connection use when they communicate
- D.
None of the above
Correct Answer
A. Small pieces of text, stored on a user's computer by a web browser; and they contain the user's settings, shopping cart contents, or other data used by websitesExplanation
Cookies are small pieces of text that are stored on a user's computer by a web browser. These cookies contain the user's settings, shopping cart contents, or other data used by websites. They are used to enhance the user experience by remembering preferences and speeding up certain computer operations.Rate this question:
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- 6.
What is a CACHE?
- A.
Small pieces of text, stored on a user's computer by a web browser; and they contain the user's settings, shopping cart contents, or other data used by websites
- B.
Used to speed up certain computer operations by temporarily placing data, or a copy of it, in a location where it can be accessed more rapidly than normal
- C.
Special set of rules that end points in a telecommunication connection use when they communicate
- D.
None of the above None of the above
Correct Answer
B. Used to speed up certain computer operations by temporarily placing data, or a copy of it, in a location where it can be accessed more rapidly than normalExplanation
A cache is used to speed up certain computer operations by temporarily placing data, or a copy of it, in a location where it can be accessed more rapidly than normal.Rate this question:
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- 7.
What is a protocol?
- A.
Small pieces of text, stored on a user's computer by a web browser; and they contain the user's settings, shopping cart contents, or other data used by websites
- B.
Used to speed up certain computer operations by temporarily placing data, or a copy of it, in a location where it can be accessed more rapidly than normal
- C.
Special set of rules that end points in a telecommunication connection use when they communicate
- D.
None of the above
Correct Answer
C. Special set of rules that end points in a telecommunication connection use when they communicateExplanation
A protocol is a special set of rules that end points in a telecommunication connection use when they communicate. It defines the format, timing, sequencing, and error control of messages exchanged between devices. Protocols ensure that data is transmitted and received accurately and efficiently, allowing devices to communicate effectively with each other.Rate this question:
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- 8.
How do we access Internet Options in Internet Explorer?
- A.
Tools menu
- B.
File menu
- C.
Edit menu
- D.
Help menu
Correct Answer
A. Tools menuExplanation
To access Internet Options in Internet Explorer, you need to go to the Tools menu. This menu typically appears at the top of the browser window and contains various options and settings related to the browser. Within the Tools menu, you should be able to find the Internet Options tab, which allows you to customize and configure various settings for your Internet browsing experience.Rate this question:
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- 9.
Which menu option would you select in Outlook Express to add a new account?
- A.
Tools menu
- B.
Identities menu
- C.
Properties menu
- D.
Edit menu
Correct Answer
A. Tools menuExplanation
In Outlook Express, a new email account is added through the "Tools" menu. Upon opening the application, users navigate to the menu bar at the top and select "Tools," which leads them to a dropdown menu offering various options. Among these options is one related to "Accounts" or "Account Settings." Clicking on this option opens a window where users can manage their email accounts. Within this window is typically an option to add a new account. Users follow the provided prompts to input the necessary information for the new email account. Overall, accessing the "Tools" menu in Outlook Express is the primary way to add a new email account to the application.Rate this question:
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- 10.
Which of the following use(s) HTTP as its protocol?
- A.
Internet Explorer
- B.
Netscape Navigator
- C.
Microsoft Outlook
- D.
Both A and B
Correct Answer
D. Both A and BExplanation
Both Internet Explorer and Netscape Navigator use HTTP as their protocol. HTTP (Hypertext Transfer Protocol) is the protocol used for transferring data over the internet. Internet Explorer and Netscape Navigator are web browsers, which allow users to access and view websites on the internet. These browsers communicate with web servers using HTTP to request and receive web pages, images, and other resources. Microsoft Outlook, on the other hand, is an email client and does not use HTTP as its protocol.Rate this question:
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- 11.
Which of the following use(s) SMTP and POP3 as its protocol?
- A.
Outlook Express or Microsoft Outlook
- B.
Microsoft Office
- C.
Mozilla Firefox
- D.
Both A and B
Correct Answer
A. Outlook Express or Microsoft OutlookExplanation
Outlook Express or Microsoft Outlook uses SMTP (Simple Mail Transfer Protocol) for sending emails and POP3 (Post Office Protocol 3) for receiving emails. These protocols allow the email client to communicate with the email server and perform the necessary actions for sending and receiving emails.Rate this question:
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- 12.
Which of the following could not be a valid email address?
- A.
- B.
Edward.cullen'[email protected]
- C.
- D.
Explanation
The email address "edward.cullen'[email protected]" could not be a valid email address because it contains an apostrophe, which is not allowed in email addresses.Rate this question:
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- 13.
Which of the following applications is often required in order to view animated webpages?
- A.
Internet Relay Chat (IRC)
- B.
Macromedia Flash Player
- C.
Adobe Acrobat
- D.
MSN Messenger
Correct Answer
B. Macromedia Flash PlayerExplanation
Macromedia Flash Player is often required to view animated webpages. Flash Player is a multimedia software platform that enables the playback of interactive content, including animations, videos, and games, on web browsers. It is widely used for creating and viewing animated content on websites. Without Flash Player, the animations on webpages would not be able to play or be displayed properly.Rate this question:
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- 14.
What feature of a Windows Operating System allows the user to view the list of peripherals installed in a computer?
- A.
Device Control Panel
- B.
Device Panel Manager
- C.
Device Manager
- D.
Device Panel
Correct Answer
C. Device ManagerExplanation
The Device Manager is a feature in a Windows Operating System that allows the user to view the list of peripherals installed in a computer. It provides a detailed view of all the hardware devices connected to the computer, such as printers, scanners, keyboards, and mice. The Device Manager also allows the user to manage and troubleshoot any issues related to these peripherals, such as updating drivers or disabling devices.Rate this question:
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- 15.
What mark will appear in the Windows peripheral if the device is not installed properly?
- A.
Red “X”
- B.
Yellow “Question Mark”
- C.
“Exclamation Mark”
- D.
None of the above
Correct Answer
C. “Exclamation Mark”Explanation
The mark that appears in the Windows peripheral if the device is not installed properly is typically an "Exclamation Mark." This mark indicates that there is an issue or problem with the device, such as a driver error or hardware malfunction.Rate this question:
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- 16.
What mark will appear in the Windows peripheral if the device has conflicts?
- A.
Red “X”
- B.
Yellow “Question Mark”
- C.
“Exclamation Mark”
- D.
None of the above
Correct Answer
C. “Exclamation Mark”Explanation
When a device has conflicts in Windows, an exclamation mark will appear in the Windows peripheral. This symbol indicates that there is an issue with the device and it is not functioning properly. The exclamation mark serves as a warning sign to the user that they need to troubleshoot and resolve the conflicts in order to restore normal functionality.Rate this question:
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- 17.
What mark will appear in the Windows peripheral if the device is disabled?
- A.
Red “X”
- B.
Yellow “Question Mark”
- C.
“Exclamation Mark”
- D.
None of the above
Correct Answer
A. Red “X”Explanation
When a device is disabled in Windows, a red "X" mark will appear in the Windows peripheral. This indicates that the device is currently not functioning or unavailable. The red "X" mark is commonly used as a symbol to represent a disabled or inactive device in Windows.Rate this question:
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- 18.
Which of the following is not a purpose of an internet firewall?
- A.
Block unauthorized access to the computer
- B.
Restrict access to a network
- C.
Hide the identity of the user
- D.
Control abound traffic from a user or a program
Correct Answer
C. Hide the identity of the userExplanation
An internet firewall is designed to block unauthorized access to a computer, restrict access to a network, and control inbound traffic from a user or program. However, hiding the identity of the user is not a purpose of an internet firewall. Firewalls primarily focus on protecting the system and network from external threats, rather than concealing the user's identity.Rate this question:
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- 19.
Adware can:
- A.
Increase the speed of your computer
- B.
Allow you to download videos from the internet
- C.
Generate endless pop up(s) and make your web browser slow
- D.
Steal sensitive information such as passwords from a computer
Correct Answer
C. Generate endless pop up(s) and make your web browser slowExplanation
Adware is a type of malicious software that is designed to generate endless pop-up advertisements and slow down the performance of a web browser. It does not increase the speed of a computer or allow the user to download videos from the internet. Additionally, while adware can be intrusive and annoying, it does not typically steal sensitive information such as passwords from a computer.Rate this question:
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- 20.
Spyware can:
- A.
Steal sensitive information such as passwords from a computer
- B.
Generate endless pop-up(s) and make your web browser slow
- C.
Increase the speed of your computer
- D.
Allow real-time videos to be played on a computer
Correct Answer
A. Steal sensitive information such as passwords from a computerExplanation
Spyware is a type of malicious software that is designed to secretly gather sensitive information from a computer without the user's knowledge or consent. It can steal passwords, credit card numbers, and other personal information, which can then be used for fraudulent purposes. This makes it a serious threat to the security and privacy of computer users.Rate this question:
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- 21.
Which of the following could be an IP address?
- A.
192.168.1.1
- B.
192:168:1:1
- C.
192,168,1,1
- D.
None of the above
Correct Answer
A. 192.168.1.1Explanation
The given answer, 192.168.1.1, could be an IP address because it follows the standard format of an IP address which consists of four sets of numbers separated by periods. Each set can range from 0 to 255, making it a valid IP address. The other options, 192:168:1:1 and 192,168,1,1, do not follow the correct format for an IP address, so they cannot be valid IP addresses. Therefore, the correct answer is 192.168.1.1.Rate this question:
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- 22.
What DOS Command is used to view IP information
- A.
IPCONFIG
- B.
IPPING
- C.
IPCHKDSK
- D.
All of the above
Correct Answer
A. IPCONFIGExplanation
IPCONFIG is the correct answer because it is a DOS command used to view IP information. It displays the current configuration of all network interfaces on a computer, including IP address, subnet mask, default gateway, and DNS servers. This command is commonly used for troubleshooting network connectivity issues and checking the IP configuration settings.Rate this question:
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- 23.
Which does not describe a public network:
- A.
The devices on the network are "visible" to devices outside the network
- B.
Local Area Network
Correct Answer
B. Local Area NetworkExplanation
Option C, "Local Area Network," does not describe a public network. A Local Area Network (LAN) typically refers to a network that is limited to a small geographic area, such as a home, office, or campus. It is not inherently public, as it is usually privately owned and operated by an organization or individual for their own use. Public networks, on the other hand, are accessible to devices outside the network, and they can include Wide Area Networks (WANs) as well as the internet. Therefore, option C does not fit the description of a public network.Rate this question:
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- 24.
Which does not describe a private network:
- A.
The devices on the network are "visible" to devices outside the network
- B.
Local Area Network
Explanation
The correct answer is "Both A and B". This means that a private network is one where the devices on the network are not "visible" to devices outside the network. A Wide Area Network (WAN) and a Local Area Network (LAN) are both examples of private networks, as they are designed to be secure and not accessible to external devices.Rate this question:
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- 25.
A required device used to connect to an ISP Network.
- A.
Switch
- B.
Router
- C.
Modem
- D.
Hub
Correct Answer
C. ModemExplanation
A modem is the correct answer because it is a device that is used to connect to an ISP network. A modem converts the digital signals from a computer into analog signals that can be transmitted over telephone lines or cable lines, allowing the computer to access the internet through the ISP network. Switches, routers, and hubs are networking devices that are used to connect multiple devices within a local network, but they are not specifically used to connect to an ISP network.Rate this question:
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- 26.
Which does not describe a Wireless Access Point?
- A.
Device that allows wired communication devices to connect to a wireless network using Wi-Fi, Bluetooth or related standards
- B.
Usually connects to a router
- C.
Could also be a modem
- D.
All describes Wireless Access Point
Correct Answer
C. Could also be a modemExplanation
A wireless access point is a device that allows wired communication devices to connect to a wireless network using Wi-Fi, Bluetooth, or related standards. It usually connects to a router. However, it cannot be a modem as modems are used for different purposes, such as converting analog signals to digital signals for internet connectivity. Therefore, the statement "Could also be a modem" does not describe a wireless access point.Rate this question:
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- 27.
A WLAN connection is
- A.
A wireless connection using radio waves
- B.
A wired connection using an Ethernet cable
- C.
A wired connection using a Coaxial cable
- D.
A two-way adapter
Correct Answer
A. A wireless connection using radio wavesExplanation
The correct answer is A, a wireless connection using radio waves. This is because WLAN stands for Wireless Local Area Network, and it uses radio waves to connect devices to the internet or to other devices within a specific area. This type of connection allows for flexibility and mobility as it does not require physical cables to connect devices.Rate this question:
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- 28.
What does 802.11g mean?
- A.
Is a standard for WLANs (Wired Local Area Network) that offers transmission over relatively short distances at up to 100 Mbps
- B.
Is a standard for WLANs (Wired Local Area Network) that offers transmission over relatively short distances at up to 28 Mbps
- C.
Is a standard for WLANs (Wireless Local Area Network) that offers transmission over relatively short distances at up to 100 Mbps
- D.
Is a standard for WLANs (Wireless Local Area Network) that offers transmission over relatively short distances at up to 54 Mbps
Correct Answer
D. Is a standard for WLANs (Wireless Local Area Network) that offers transmission over relatively short distances at up to 54 MbpsExplanation
802.11g is a standard for WLANs (Wireless Local Area Network) that allows for wireless transmission over relatively short distances at a maximum speed of 54 Mbps. This standard provides a faster data transfer rate compared to previous standards like 802.11b, making it suitable for applications that require higher bandwidth such as video streaming or online gaming.Rate this question:
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- 29.
A type of broadband connection that uses phone lines as a medium:
- A.
Dial-Up Broadband
- B.
Cable Broadband
- C.
DSL Broadband
- D.
Satellite Broadband
Correct Answer
C. DSL BroadbandExplanation
DSL (Digital Subscriber Line) broadband is a type of broadband internet connection that uses existing telephone lines to transmit digital data. It allows for high-speed internet access over these traditional copper phone lines.Rate this question:
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- 30.
Many computers in the household can be connected to an internet service provider at a time
- A.
TRUE
- B.
FALSE
- C.
Sometimes true
- D.
Can't be determined
Correct Answer
A. TRUEExplanation
This statement is true because multiple computers in a household can indeed be connected to an internet service provider at the same time. This is usually achieved through the use of a router, which allows multiple devices to connect to the internet through a single internet connection. Each device is assigned a unique IP address, allowing them to access the internet simultaneously.Rate this question:
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- 31.
Which does not describe an "Aspect Ratio"?
- A.
The width-to-height ratio of a film or television image
- B.
Ratio of the width of the image to its height
- C.
Expressed as two numbers separated by a colon
- D.
None of the Above
Correct Answer
D. None of the AboveExplanation
All the provided choices correctly describe what an "Aspect Ratio" is, and thus the correct selection is "None of the Above," meaning that none of the statements fail to describe an aspect ratio.Rate this question:
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- 32.
A television system that has more than the usual number of lines per frame so its pictures show more detail:
- A.
SDTV
- B.
HDTV
- C.
EDTV
- D.
CCTV
Correct Answer
B. HDTVExplanation
HDTV stands for High Definition Television, which is a television system that has more than the usual number of lines per frame. This allows for a higher resolution and more detailed pictures compared to standard definition television (SDTV) or enhanced definition television (EDTV). HDTV provides a clearer and sharper image quality, making it the preferred choice for high-quality viewing experiences. CCTV, on the other hand, stands for Closed-Circuit Television and refers to a surveillance system rather than a television system.Rate this question:
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- 33.
Which of the following can not be used to connect a cable box to a television?
- A.
Coaxial Cable
- B.
RCA Cable
- C.
RJ45 Cable
- D.
Both A and B
Correct Answer
C. RJ45 CableExplanation
The RJ-45 cable cannot be used to connect a cable box to a television. RJ-45 cables are typically used for Ethernet connections, while coaxial and RCA cables are commonly used for audio and video connections. Therefore, the RJ-45 cable is not compatible with connecting a cable box to a television.Rate this question:
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- 34.
Which of the following supports High Definition?
- A.
HDMI
- B.
Component
- C.
DVI
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
All of the options listed (HDMI, Component, and DVI) support High Definition. HDMI (High-Definition Multimedia Interface) is a digital interface that supports high-quality audio and video transmission. Component cables can also support high-definition video signals, typically using three separate cables for video and two for audio. DVI (Digital Visual Interface) is another digital video interface that can transmit high-definition video signals. Therefore, all three options mentioned can support High Definition.Rate this question:
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- 35.
Which of the following supports Standard Definition?
- A.
Ethernet
- B.
USB
- C.
Component
- D.
Coaxial Cable
Correct Answer
D. Coaxial CableExplanation
Coaxial cable supports Standard Definition. Coaxial cable is a type of cable that is commonly used for transmitting audio and video signals. It has a high bandwidth capacity and is capable of carrying both analog and digital signals. Coaxial cable is commonly used in cable television systems and is capable of supporting standard definition video signals.Rate this question:
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- 36.
What is call waiting?
- A.
A telephone service that provides for subscribers the name and telephone number of a caller, which appear on a display as the call is being received
- B.
A telephone service that alerts someone using the phone to an incoming call and allows switching between calls
- C.
A telephone service that enables a customer to have an incoming call automatically rerouted to another extension
- D.
None of the above
Correct Answer
B. A telephone service that alerts someone using the phone to an incoming call and allows switching between callsExplanation
Call waiting is a telephone service that alerts the user to an incoming call while they are already on a call. It allows the user to put the current call on hold and switch to the new incoming call. This feature ensures that the user does not miss any important calls and can manage multiple calls efficiently.Rate this question:
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- 37.
What is a caller ID?
- A.
A telephone service that provides for subscribers the name and telephone number of a caller, which appear on a display as the call is being received
- B.
A telephone service that alerts someone using the phone to an incoming call and allows switching between calls
- C.
A telephone service that enables a customer to have an incoming call automatically rerouted to another extension
- D.
None of the above
Correct Answer
A. A telephone service that provides for subscribers the name and telephone number of a caller, which appear on a display as the call is being receivedExplanation
Caller ID is a telephone service that displays the name and telephone number of the caller on a display as the call is being received. This allows subscribers to identify who is calling before answering the phone.Rate this question:
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- 38.
What is call forwarding?
- A.
A telephone service that provides for subscribers the name and telephone number of a caller, which appear on a display as the call is being received
- B.
A telephone service that alerts someone using the phone to an incoming call and allows switching between calls
- C.
A telephone service that enables a customer to have an incoming call automatically rerouted to another extension
- D.
None of the above
Correct Answer
C. A telephone service that enables a customer to have an incoming call automatically rerouted to another extensionExplanation
Call forwarding is a telephone service that allows incoming calls to be automatically redirected to another extension or phone number. This feature is useful when a person is unavailable or wants to forward calls to a different location or device. It enables customers to manage their calls and ensure they don't miss important communications.Rate this question:
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- 39.
Which of the following is not a function of a voicemail?
- A.
Use for answering and routing telephone calls
- B.
Use for for recording, saving, and relaying messages
- C.
Use for paging the user
- D.
None of the above
Correct Answer
C. Use for paging the userExplanation
Voicemail systems are primarily designed to handle incoming calls when the recipient is unavailable to answer. They allow callers to leave voice messages, which can be recorded, saved, and later retrieved by the intended recipient. Voicemail systems typically do not include a paging feature, which is more commonly associated with intercom systems or separate paging devices. Therefore, option C, "use for paging the user," is not a function of a voicemail system.Rate this question:
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- 40.
The term used to differentiate standard telephone calls from telephone calls that are made and received over the Internet
- A.
IPTV
- B.
POTS
- C.
VoIP
- D.
None of the above
Correct Answer
C. VoIPExplanation
VoIP stands for Voice over Internet Protocol, which is a technology that allows telephone calls to be made and received over the Internet. It is used to differentiate standard telephone calls from calls made and received over the Internet. IPTV refers to Internet Protocol Television, which is a system for delivering television services over the Internet. POTS stands for Plain Old Telephone Service, which refers to traditional analog telephone service. Therefore, the correct answer is VoIP.Rate this question:
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- 41.
If New York time is three hours ahead of San Francisco time, what time would it be in New York if a San Francisco clock is one hour behind, the time shows 4 o'clock?
- A.
1 o'clock
- B.
6 o'clock
- C.
7 o'clock
- D.
8 o'clock
Correct Answer
D. 8 o'clockExplanation
If the San Francisco clock is one hour behind and shows 4 o'clock, then the actual time in San Francisco would be 5 o'clock. Since New York time is three hours ahead of San Francisco time, the time in New York would be 8 o'clock.Rate this question:
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- 42.
Most of the Montano family lives in Cebu City. Many of the people in Cebu City celebrate Sinulog Festival. Cesar is a member of the Montano family. Based on these facts, we can conclude that:
- A.
Cesar lives in Cebu City
- B.
Cesar does not celebrate Sinulog Festival.
- C.
All of the Montanos celebrate Sinulog Festival.
- D.
None of the above can be concluded.
Correct Answer
D. None of the above can be concluded.Explanation
Based on the information given, it is stated that "Most" of the Montano family lives in Cebu City, but it does not necessarily mean that Cesar is part of the majority. Additionally, it is mentioned that "Many" people in Cebu City celebrate Sinulog Festival, but it does not imply that Cesar does not celebrate it. Therefore, we cannot conclude whether Cesar lives in Cebu City or if he celebrates Sinulog Festival.Rate this question:
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- 43.
Bella must use EDSA to get to work. Bella has a meeting today at 9:00 AM. If Bella misses the meeting, she probably will lose a major account. EDSA is closed all day due to repairs. Based on the above, we can conclude that:
- A.
Bella will not be able to get to work.
- B.
Bella will probably not be able to reschedule the meeting.
- C.
Bella will lose a major account.
- D.
None of the above can be concluded.
Correct Answer
A. Bella will not be able to get to work.Explanation
This conclusion follows from the fact that EDSA, the route Bella must use to get to work, is closed all day due to repairs. Since Bella cannot access her usual route, it's reasonable to conclude that she won't be able to make it to work.Rate this question:
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- 44.
A customer calls in irate stating that he has been without services for two days. You attempt to verify his account information, but he keeps interrupting you stating that he is ready to sue that his service provider for all the problems he has experienced. What steps best describe the way to resolve the customer’s issue?
- A.
Be empathetic with the customer; explain to him that you will credit his account for the days he has been without service.
- B.
Be empathetic with the customer, then take control of the call. Explain to the customer that you will work to resolve their issue and credit their account once their service has been restored.
- C.
Be empathetic with the customer; explain to him that you will credit his account for the days he has been without service.
Correct Answer
B. Be empathetic with the customer, then take control of the call. Explain to the customer that you will work to resolve their issue and credit their account once their service has been restored.Explanation
The correct answer is to be empathetic with the customer, then take control of the call. This is the best approach because it acknowledges the customer's frustration and shows understanding. By taking control of the call, the representative can guide the conversation towards finding a solution. Explaining that the issue will be resolved and the account will be credited once the service is restored reassures the customer that their concerns are being addressed. This approach demonstrates empathy, assertiveness, and a commitment to resolving the customer's problem.Rate this question:
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- 45.
You receive a call from an individual who is NOT a customer, she states her friend has an account but forgot his password and had requested her to call and obtain the password for him. She can’t verify any of the profile authentication information with you. What should your next course of action be?
- A.
Escalate the call to a Supervisor to explain to the caller the next step.
- B.
Give the password to the caller; send an email to the customer on the account that you gave his/her information.
- C.
Inform her that the customer will need to call to obtain his password information. Explain to her that the login information is confidential. Also, direct her to the online self-help for login/password issues.
Correct Answer
C. Inform her that the customer will need to call to obtain his password information. Explain to her that the login information is confidential. Also, direct her to the online self-help for login/password issues.Explanation
The correct answer is to inform the caller that the customer will need to call to obtain his password information. This is the appropriate course of action because the caller cannot verify any of the profile authentication information. It is important to prioritize the security and confidentiality of the customer's login information, and directing the caller to the online self-help for login/password issues ensures that the customer can receive the necessary assistance while maintaining the security of their account.Rate this question:
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- 46.
What is the shortcut key to Cut?
- A.
CTRL + C
- B.
CTRL + X
- C.
CTRL + U
- D.
CTRL + V
Correct Answer
B. CTRL + XExplanation
The shortcut key CTRL + X is used to cut selected text or objects. Cutting removes the selected content from its original location and stores it in the clipboard. This action is commonly used to move or transfer content to a different location within a document or to another document entirely.Rate this question:
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- 47.
What is the shortcut key to Paste?
- A.
CTRL + C
- B.
CTRL + X
- C.
CTRL + U
- D.
CTRL + V
Correct Answer
D. CTRL + VExplanation
The shortcut key "CTRL + V" is used to paste content. When you copy or cut content using "CTRL + C" or "CTRL + X", the content is stored in the clipboard. By using "CTRL + V", you can paste the content from the clipboard into the desired location.Rate this question:
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- 48.
What is the shortcut key to Redo?
- A.
CTRL + R
- B.
CTRL + P
- C.
CTRL + Y
- D.
CTRL + E
Correct Answer
C. CTRL + YExplanation
The shortcut key to redo in most applications is CTRL + Y. This key combination allows the user to reverse the previous undo action and restore the changes that were undone. It is a convenient way to quickly redo an action without having to navigate through menus or use the mouse.Rate this question:
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- 49.
What button enables the number pad on the keyboard?
- A.
Scroll Lock
- B.
Num Lock
- C.
Backspace
- D.
Caps Lock
Correct Answer
B. Num LockExplanation
The Num Lock button enables the number pad on the keyboard. When the Num Lock is turned on, the keys on the number pad function as numbers, allowing the user to input numerical data easily.Rate this question:
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- 50.
What button enables all letters to be uppercase?
- A.
Scroll Lock
- B.
Num Lock
- C.
Backspace
- D.
Caps Lock
Correct Answer
D. Caps LockExplanation
The Caps Lock button enables all letters to be uppercase. When this button is pressed, it activates the Caps Lock function, causing all letters to be typed in uppercase until it is turned off. This is useful when typing in all capital letters or when needing to temporarily switch to uppercase for emphasis or specific formatting purposes.Rate this question:
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Apr 16, 2024Quiz Edited by
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Nov 15, 2010Quiz Created by
REVLacsamana
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