Reference no: EM132099979
Please prove all the correct answer including match question without explain, thank you very much
QUESTION 1 : Call tracking software - tracks support calls and gives technicians a place to keep their call notes
True
False
QUESTION 2 : When working with co-workers and supervisors, which of the following is a good practice?
a. be professional by putting business matters over personal matters
b. if you need to give bad news or criticism, use email to lessen the blow
c. never tell your boss you can't take on a new project, even if it's beyond your skills
d. if you have a problem with a co-worker, first discuss it with other co-workers
QUESTION 3 : What is defined as a record of a call for help with a computer problem?
a. token tracker
b. online help database
c. ticket
d. expert system
Question 4 : Match each item with a statement below.
software that records the progress and resolution of a problem ticket
another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system
a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file
assignment of a problem to someone higher in the support chain
a tool that can be used to register components
a program associated with a file extension
A command that uses the process ID to stop a process
A command used to find the ID number of each running process
a record of a help request and its current status
a utility that is used to register component services
A.escalate
B.Taskkill
C.default program
D.call tracking
E.regsvr32
F.ticket
G.System File Checker
H.Component Services
I. Blue Screen of Death
J. Tasklist
QUESTION 5 : What is the last step in the six step troubleshooting method covered in this chapter?
a. Resolve the problem
b. Document
c. Plan the fix
d. Verify and prevent
QUESTION 6 : You should take ownership of a customer's problem as if it is your own problem.
True
False
QUESTION 7 : Working With a Customer On the Phone - You must be able to visualize what the customer sees, so you must guide the questions you ask, in this direction
True
False
QUESTION 8 : What should you do after a problem has been resolved at an on-site service call?
a. if you changed anything since the last boot, reboot one more time
b. if you restored data, tell the user all their data is fully restored
c. hand the customer the bill and tell him to have a nice day
d. tell the customer that if they contracted for preventive maintenance, these problems wouldn't happen
QUESTION 9 : If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.
True
False
QUESTION 10 : If customer cannot help you solve the problem without a lot of coaching, tell that caller that they need to call you back when they calm down and can listen better.
True
False
QUESTION 11 : What should be done if a system cannot boot from the hard drive?
a. Reinstall Windows
b. Boot from the Windows setup DVD
c. Run System File Checker
d. Replace the hard drive
QUESTION 12 : If you find more than one problem on the same computer, work on only one problem at a time
True
False
QUESTION 13 : Customers do not know what is best for them, so an opportunity to make decisions about repairs should not be afforded and the tech should make all choices.
True
False
QUESTION 14 : When the customer is overly confident (most likely they think that they know more than they do, to fix the problem), which of the following should never be done when speaking to them on the phone or in person?
A. Tell the customer to be quiet because you are the pro and you are there to solve the problem for them.
B. Slow the conversation down
C. Even though the customer might be using technical jargon, do not use jargon back to the customer
D. Don't back off from using problem solving skills
QUESTION 15 : Call Tracking Software - As an open ticket ages, it automatically closes.
True
False
QUESTION 16 : Which of the following are unacceptable when working with a customer on site?
A. Being as unobtrusive as possible as you work at a clients desk
B. Accepting personal calls on your phone
C. If you must excuse yourself, explain to the customer and return as soon as possible
D. Answering calls from work