• Shuffle
    Toggle On
    Toggle Off
  • Alphabetize
    Toggle On
    Toggle Off
  • Front First
    Toggle On
    Toggle Off
  • Both Sides
    Toggle On
    Toggle Off
  • Read
    Toggle On
    Toggle Off
Reading...
Front

Card Range To Study

through

image

Play button

image

Play button

image

Progress

1/30

Click to flip

Use LEFT and RIGHT arrow keys to navigate between flashcards;

Use UP and DOWN arrow keys to flip the card;

H to show hint;

A reads text to speech;

30 Cards in this Set

  • Front
  • Back
A PC support technician goes to a customer site in response to a service call.
t/f
false
You should take ownership of a customer’s problem as if it is your own problem.
t/f
true
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.
t/f
false
Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.
t/f
false
When configuring a CAD/CAM workstation, the quality and performance of the graphics card is of paramount importance.
t/f
false
Which job role works in a lab environment and might not interact with users of the PCs being repaired?

1) Help-desk technician

2) Bench technician

3) PC service technician

4) PC support technician
Bench technician
Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?

1) PC support technician

2) PC service technician

3) Bench technician

4) Help-desk technician
PC support technician
Which of the following is true about the A+ 2012 certification and exams?

1) after you pass the 220-801 exam, you’re A+ certified

2)
the A+ certification is not vendor specific


3) the exam is sponsored by Microsoft

4) you need to know about PC hardware, but PC software is covered in a different certification
the A+ certification is not vendor specific
Which of the following is defined as a record of a call for help with a computer problem?

1) token tracker

2) online help database

3) expert system

4) ticket
ticket
Which of the following is a good practice when working with a customer on site?

1) if a customer has a document on the screen, it’s okay to read it

2)
limit use of your cell phone to work-related calls


3) since you are there to help, it’s okay to use the customer’s phone for important calls

4) inform the user that if you have to leave while they make a phone call, they will have to pay more
limit use of your cell phone to work-related calls
Which of the following is NOT a good practice when working with a computer illiterate user over the phone?

1) frequently ask the customer to tell you what is displayed on the screen

2) don’t ask the customer to perform a task that might destroy data

3) before proceeding with the call, tell the customer to put someone else on the line

4) provide step-by-step mouse and keyboard instructions
before proceeding with the call, tell the customer to put someone else on the line
Which of the following is a good practice when working with an overly confident user over the phone?

1) compliment the user’s knowledge, insight, and experience

2) keep the conversation moving to place the user at a disadvantage

3) point out the customer’s mistakes to shake their confidence

4) use technical jargon that matches or exceeds the customer’s use of jargon
compliment the user’s knowledge, insight, and experience
What should you do when you have a customer that is frequently complaining about your company, products, or services?
allow the customer to vent for a while and apologize as necessary
Which of the following should you do after a problem has been completed at an on-site service call?

1) if you restored data, tell the user all their data is fully restored

2) hand the customer the bill and tell him to have a nice day

3) tell the customer that if they contracted for preventive maintenance, these problems wouldn’t happen

4)
if you changed anything since the last boot, reboot one more time
if you changed anything since the last boot, reboot one more time
Which of the following involves assigning a problem to those higher in the support chain?

1) ticket logging

2) problem escalation

3) responsibility passing

4) issue resolution
problem escalation
When working with co-workers and supervisors, which of the following is a good practice?

1) if you have a problem with a co-worker, first discuss it with other co-workers

2) if you need to give bad news or criticism, use email to lessen the blow
3)
be professional by putting business matters over personal matters


4) never tell your boss you can’t take on a new project, even if it’s beyond your skills
be professional by putting business matters over personal matters
Which of the following is true about dealing with software and other digital content?


1) if you purchased software, then you own it and can do what you like with it

2) a software license gives you and one other designated person the right to install and use the software

3)
the right to copy software belongs to the creator of the work


4) you are prohibited from making a copy of software under any circumstances
the right to copy software belongs to the creator of the work
Which of the following is documentation that includes what, when, and from whom evidence was collected, the condition of the evidence, and how it was secured?

1) path of possession

2) evidence track

3) paper trail

4)
chain of custody
chain of custody
Which of the following is NOT an important principle to consider when customizing a system?


1) ensure your company can supply all parts

2) meet application requirements

3) balance functionality and budget

4) consider hardware compatibility
ensure your company can supply all parts
Which of the following is likely to be a requirement for a high-end CAD/CAM workstation?


1) a single-core processor with a large cache

2) a motherboard with quad channels for memory and numerous memory slots

3) a PATA hard drive running at least 5400 RPM

4) a moderate video card to balance the pricing on the entire system
a motherboard with quad channels for memory and numerous memory slots
Which of the following is NOT a recommendation for a mid-range to high-end audio/video editing workstation?

1) a motherboard that supports at least dual channel memory

2) a Core i7 or higher processor

3) at least 16 GB RAM

4) a 16x single-layer DVD reader
a 16x single-layer DVD reader
What is it called when one physical machine hosts multiple activities that are normally done on multiple machines?
virtualization
What processor feature might you need to enable in the BIOS if you will be running VMs?
HAV
What is it called when a virtualization server provides a virtual desktop for users on multiple client machines?
VDI
What is a hypervisor?
a program that manages VMs
A ____________________ technician goes to a customer site in response to a service call.
service
_________________ sponsors the A+ Certification Program and manages the exams.
comptia
You may need to _________________ a problem if it should be assigned to someone higher in the support chain.
escalate
The job isn’t finished until the ___________________ is done.
paperwork
A _________________ PC is designed to play and possibly record music, photos, movies, and video on a TV or large monitor screen.
home theater