Technical Support Examination (Tse)
Settings
- 1.
- A.
Google
- B.
Internet Eplorer
- C.
Mac OSX
- D.
Microsoft Outlook
- 2.“Outlook Express” and “Microsoft Outlook 2000” are examples of?
- A.
Web Browsers
- B.
Operating Systems
- C.
Web Search Engines
- D.
Email Clients
- 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
- 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
- 5.
- 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
- 6.
- 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
- 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
- 8.How do we access Internet Options in Internet Explorer?
- A.
Tools menu
- B.
File menu
- C.
Edit menu
- D.
Help menu
- 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
- 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
- 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
- 12.Which of the following could not be a valid email address?
- A.
- B.
Edward.cullen'[email protected]
- C.
- D.
- 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
- 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
- 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
- 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
- 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
- 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
- 19.
- 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
- 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
- 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
- 22.What DOS Command is used to view IP information
- A.
IPCONFIG
- B.
IPPING
- C.
IPCHKDSK
- D.
All of the above
- 23.Which does not describe a public network:
- A.
The devices on the network are "visible" to devices outside the network
- B.
Wide Area Network
- C.
Local Area Network
- D.
Both A and B
- 24.Which does not describe a private network:
- A.
The devices on the network are "visible" to devices outside the network
- B.
Wide Area Network
- C.
Local Area Network
- D.
Both A and B
- 25.A required device used to connect to an ISP Network.
- A.
Switch
- B.
Router
- C.
Modem
- D.
Hub
- 26.
- 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
- 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
- 28.
- 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 54 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
- 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
- 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
- 31.
- A.
The width-to-weight ratio of a film or television image
- B.
Expressed as two numbers separated by a colon
- C.
Ratio of the width of the image to its height
- D.
None of the above
- 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
- 33.Which of the following can not be used to connect a cable box to a television?
- A.
Coaxial Cable
- B.
RCA Cable
- C.
RJ—45 Cable
- D.
Both A and B
- 34.Which of the following supports High Definition?
- A.
HDMI
- B.
Component
- C.
DVI
- D.
All of the above
- 35.Which of the following supports Standard Definition?
- A.
Ethernet
- B.
USB
- C.
Component
- D.
Coaxial Cable
- 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
- 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
- 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
- 39.Which of the following is not a function of a voice mail?
- 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
- 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
- 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
- 42.
- 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.
- 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.
- 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.
- 45.You receive a call from an individual that is NOT a customer, she states her friend has an account, but forgot him 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 on-line self help for login/passwords issues.
- 46.What is the shortcut key to Cut?
- A.
CTRL + C
- B.
CTRL + X
- C.
CTRL + U
- D.
CTRL + V
- 47.What is the shortcut key to Paste?
- A.
CTRL + C
- B.
CTRL + X
- C.
CTRL + U
- D.
CTRL + V
- 48.What is the shortcut key to Redo?
- A.
CTRL + R
- B.
CTRL + P
- C.
CTRL + Y
- D.
CTRL + E
- 49.What button enables the number pad on the keyboard?
- A.
Scroll Lock
- B.
Num Lock
- C.
Backspace
- D.
Caps Lock
- 50.What button enables all letters to be uppercase?
- A.
Scroll Lock
- B.
Num Lock
- C.
Backspace
- D.
Caps Lock
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