IT Essentials Chapter 11 v5.0

jawaban ada pada text berwarna merah.

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? (Choose two.)
  • Contact a first responder.*
  • Confront the customer immediately.
  • Shut down the computer until authorities arrive.
  • Document as much information as possible.*
  • Remove and destroy the hard drive.
2. What is the definition of cyber law?
  • a single law defining criminal acts that are committed online
  • a contract that defines expectations between and organization and IT service vendors for an agreed upon level of support
  • the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
  • the collection of international, country, and local laws that affect computer security professionals*
3. When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
  • identity theft
  • copying of copyrighted materials
  • evidence tampering*
  • cyber crime
4. During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?
  • Send this information to the manager of the customer.
  • Back up the information just in case the customer needs it some day.
  • Document all information in a log file.
  • Send this information to the technician manager.
  • Keep it confidential.*
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?

  • Send the file as it is to the level two technician.
  • Deliver the file in printed format only.
  • Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.*
  • This file should not be shared with the level two technician.
6. What are two sections that are usually included in an SLA? (Choose two.)
  • supported equipment and software*
  • home contact information of the technician
  • service provider part suppliers
  • time of service availability*
  • contact information of other clients
7. Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
  • The technician should contact the customer if the technician is going to be late for a follow-up appointment.*
  • The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
  • The technician should be sure to treat all customers equally.*
  • If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
  • If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.
8. Which statement describes a best practice related to time management?
  • The technician can take the call of another technician, even without permission to do so.
  • The technician should give better service to a customer for whom the technician feels more sympathy.
  • The technician should take the easier calls first, regardless of the urgency.
  • 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? (Choose two.)
  • Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.*
  • Level one technicians usually work on the problems that require opening up the computer case.
  • Level two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”
  • Level two technicians are usually more knowledgeable about technology than the level one technicians are.*
  • Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.
10. What should a level two technician do immediately after receiving an escalated work order from a level one technician?
  • Call the customer back to ask any additional questions and resolve the problem.*
  • Call the level one technician and ask questions about the problem.
  • Document suggestions to solve the problem in the work order and return it to the level one technician.
  • Send the work order to a level three technician and ask for support.
11. A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)
  • Use technical terms to determine the level of knowledge the customer possesses.
  • Allow the customer to speak without interruption.*
  • Personalize the call by periodically asking questions unrelated to the computer problem.
  • Refer to the customer by name whenever possible.*
  • Ask only closed-ended questions.
12. What is the correct way to conduct a telephone call to troubleshoot a computer problem?
  • Always gather information from the customer and escalate the problem.
  • Ask personal questions to get better acquainted with the customer.
  • Explain each step to help the customer understand the troubleshooting process.
  • Maintain professional behavior at all times.*
13. A technician receives a call from a customer who is too talkative. How should the technician handle the call?
  • Politely step in and gain control of the call by asking the customer social questions.
  • Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.*
  • Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
  • Talk over the customer and quickly gather the necessary information to be of help.
14. What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
  • focusing on what you cannot do to give customers an idea of the magnitude of the problem
  • clarifying what customers say after they have finished their explanations*
  • interrupting customers with a question to gather more information
  • asking customers to paraphrase their explanations
  • the use of active listening, with occasional interjections such as “I see” or “I understand”*
15. What are three pieces of information a level one technician should gather from a customer? (Choose three.)
  • details of any recent changes to the computer*
  • description of the problem*
  • output from diagnostic software
  • output from a remote connection to the customer computer
  • current CMOS settings
  • contact information*
16. Which situation would require that a support desk call be given the highest priority?
  • A couple of computers have operating system errors.
  • The company cannot operate because of a system failure.*
  • Some computers cannot log in to the network.
  • Two users are requesting an application enhancement.
  • A user is requesting a RAM memory upgrade.
17. Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)
  • solid state drives*
  • CPU registers
  • RAM
  • hard disk drives*
  • cache
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?
  • data in transit between RAM and the CPU*
  • data stored on an internal drive
  • data stored on an external drive
  • data stored on magnetic disks
19. What customer support procedure would likely cause an upset customer to become more upset?
  • Ask the customer to do obvious or unnecessary steps.*
  • Reiterate that you want to solve the problem.
  • Follow a step-by-step approach to solving the problem.
  • Apologize for the wait time if there has been no wait time.
20. What name is given to a certain set of general rules that apply to written communication over the Internet?
  • flame wars
  • online interactions
  • Internet slang
  • netiquette*
21. When performing computer forensics what is required to prove a chain of custody?
  • an admission of guilt
  • collected evidence
  • proper documentation procedures*
  • expert testimony
22. What is a reason to escalate a problem from a level one technician to a level two technician?
  • when the equipment needs to be rebooted
  • when the screen resolution of a customer PC needs to be adjusted
  • when drivers, applications, or operating systems need to be installed*
  • when a peripheral device needs to be replaced