IT Essentials (ITE v6.0) Chapter 11 Exam Answers 2018

1. Which factor affects the speed of an inkjet printer?
   • the desired quality of the image*
   • the size of printer power supply
   • the quality of the paper
   • the cost of the inkjet cartridges
2. What are two cables that are used to connect a computer to a printer? (Choose two.)
   • serial*
   • FireWire*
   • PS/2
   • HDMI
   • eSATA
3. What type of connection would be used to connect a printer directly to the network?
   • Ethernet*
   • serial
   • USB
   • Firewire
4. What is a characteristic of thermal inkjet nozzles?
   • The heat creates a bubble of steam in the chamber.*
   • Heat is applied to the ink reservoir of each nozzle.
   • The vibration of the crystal controls the flow of ink.
   • A charge is applied to the printhead.
5. In laser printing, what is the name of the process of applying toner to the latent image on the drum?
   • developing*
   • charging
   • transferring
   • fusing
6. What mechanism is used in a laser printer to permanently fuse the toner to the paper?
   • heat*
   • electrical charge
   • pressure
   • light
7. Which statement describes a printer driver?
   • It is the interface in Windows that identifies a unique printer attached to the workstation.
   • It is cache inside a printer that stores documents to be printed in a queue.
   • It is software that converts a document into the format that a printer can understand.*
   • It is the configuration code that is sent to a printer to identify the operating system of the workstation.
8. A technician is installing a printer that will be directly connected to a computer. Why does the technician not connect the printer initially during the installation process?
   • The printer needs to be configured first.
   • The OS of the workstation needs to be updated first.
   • The printer driver might need to be installed first before the printer is connected.*
   • The Microsoft download site needs to be searched first for the printer driver.
9. A Windows 7 computer has several printers configured in the Control Panel Devices and Printers window. Which printer will the computer choose to be the first option for printing?
   • the printer that is set as the default printer*
   • the software-based printer that is used to create PDF files
   • the software-based printer that is used to create XPS files
   • a manual selection, which is always needed
10. What is a characteristic of global and per-document options in print settings?
    • Per-document options override global options.*
    • Global options take precedence over per-document options.
    • It is not possible to configure per-document options.
    • It is not possible to configure global options.
11. A user discovers that an inkjet color printer is printing different colors from those that are shown on the screen. What can be done to solve this problem?
    • Calibrate the printer.*
    • Adjust the printer spool.
    • Replace the fuser.
    • Replace the drum.
12. The users on a LAN are reporting that computers respond slowly whenever high resolution photographs are being printed on the color laser printer. What would be the cause of this problem?
    • The printer does not have enough memory to buffer an entire photograph.*
    • The printer is not configured for duplex printing.
    • The paper is not adequate for photograph printing.
    • The printer is not configured for the proper paper orientation.
13. What is the purpose of the Additional Drivers button in the Sharing tab of the Printer Properties?
    • to add additional drivers for other operating systems*
    • to add additional drivers for other printers in the network
    • to add additional drivers for duplex printing
    • to add additional drivers for other printers connected to the computer
14. What are two methods to connect to a printer wirelessly? (Choose two.)
    • IEEE 802.11 standards*
    • Bluetooth*
    • WiMax
    • satellite
    • microwave
15. In Windows 8, what must be configured to enable one user to share a USB-connected printer with another user on the same network?
    • Windows firewall
    • Windows Defender
    • IEEE 802.11
    • File and printer sharing*
    • virtualization option in BIOS
16. Which type of print server provides the most functions and capabilities?
    • a dedicated PC print server*
    • a computer-shared print server
    • a hardware print server
    • a print server that is implemented in software
17. What are two functions of a print server? (Choose two.)
    • provide print resources to all connected client computers*
    • store print jobs in a queue until the printer is ready*
    • ensure that the connected client computers have up-to-date printer drivers
    • store backups of documents sent to the printer
    • provide uninterrupted power to the printer
18. Which action supports an effective printer preventive maintenance program?
    • Reset the printer page counters if available.*
    • Replace laser printer toner at set predetermined time intervals.
    • Clean inkjet print heads when they stop working.
    • Disconnect the printer from the power source when it is not in use.
19. How can the life of a thermal printer be extended?
    • Clean the heating element regularly with isopropyl alcohol.*
    • Clean the inside of the printer with a vacuum cleaner with a HEPA filter.
    • Keep the paper dry in a low humidity environment.
    • Wipe the outside of the printer with a damp cloth.
20. After applying a solution to a printer problem, a technician restarts the printer and prints a test page. Which step of the troubleshooting process is the technician applying?
    • verifying the solution and system functionality*
    • identifying the problem
    • testing a theory to determine the cause of the problem
    • documenting findings, actions, and outcomes
21. A technician recorded that a new fuser roller unit was installed in a laser printer to solve a printing problem. Which step in the troubleshooting process did the technician just perform?
    • documenting findings, actions, and outcomes*
    • verifying the solution and system functionality
    • identifying the problem
    • testing a theory to determine the cause of the problem
22. What are two probable causes for printer paper jams?
    • high humidity*
    • the wrong type of paper*
    • a defective print cartridge
    • misaligned print heads
    • an incorrect print driver
23. What corrective action should be taken if a printer is printing faded images?
    • secure loose printer cables
    • update the print driver
    • clean the printer
    • replace the toner cartridge*
24. What corrective action would a technician take in response to a print spooler error?
    • reboot the printer
    • restart the print spooler*
    • update the printer driver
    • clean the printer
25. What would cause an inkjet printer to fail to print any pages?
    • The printer software is set to toner save.
    • The printer ribbon is worn out.
    • The ink cartridge is empty.*
    • The printer is loaded with a paper type other than photo paper.
26. A user tells a technician that the printer does not respond to attempts to print a document. The technician attempts to print a document and the printer does not output any pages. The technician notices that the printer LCD display is blank and unlit. What is most likely the problem?
    • The screen contrast is too low.
    • The printer is not turned on.*
    • The printer is out of ink.
    • The print head is clogged.
27. Match the common printer configuration options to the correct descriptions. (Not all options are used.)
    • Question
      

      ITE Chapter 11 Exam v6 Question 001
    • Answer
      

      ITE Chapter 11 Exam v6 Answer 001

      Older Version

28. 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.
29. 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*
30. 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
31. 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.*
32. 
    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.
33. 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
34. 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.
35. 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.*
36. 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.
37. 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.
38. 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.
39. 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.*
40. 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.
41. 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”*
42. 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*
43. 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.
44. 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
45. 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
46. 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.
47. 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*
48. When performing computer forensics what is required to prove a chain of custody?
    • an admission of guilt
    • collected evidence
    • proper documentation procedures*
    • expert testimony
49. 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