IT Essentials (ITE v6.0) Chapter 13 Exam Answers 2018

1. 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.
   • Maintain professional behavior at all times. *
   • Ask personal questions to get better acquainted with the customer.
   • Explain each step to help the customer understand the troubleshooting process.
2. What is a recommended technique for a technician who is both troubleshooting a problem and also trying to help a customer relax?
   • Establish a good rapport with the customer.*
   • Give the customer one minute to speak before taking over the conversation.
   • Put the customer on hold.
   • Spend time explaining the cause of the problem to the customer.
3. A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?
   • Refer the angry customer to a supervisor.
   • Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.
   • Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.*
   • Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.
4. What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)
   • spending time explaining what caused the problem*
   • putting the customer on hold or transferring the call*
   • apologizing for any inconvenience caused to the customer
   • sympathizing with the customer
   • letting the customer explain the problem without interruption
5. A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?
   • Interrupt the customer and ask whether the customer would mind going on hold for a few minutes.
   • Tell the customer that the call will be put on hold for a few minutes.
   • Signal to the colleague to wait.*
   • Mute the line to the customer while discussing the issue with the colleague.
6. A technician receives a call from a customer who is too talkative. How should the technician handle the call?
   • Talk over the customer and quickly gather the necessary information to be of help.
   • Allow the customer to speak for one minute and then try to refocus the conversation.*
   • Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
   • Politely step in and gain control of the call by asking the customer social questions.
7. What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
   • the use of active listening, with occasional interjections such as “I see” or “I understand”*
   • 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
   • focusing on what you cannot do to give customers an idea of the magnitude of the problem
8. Which statement describes a best practice related to time management?
   • The technician should take the easier calls first, regardless of the urgency.
   • The technician should give better service to a customer for whom the technician feels more sympathy.
   • The technician can take the call of another technician, even without permission to do so.
   • The technician should make sure to call the customer back as close to the callback time as possible. *
9. Which two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.)
   • Show favoritism to returning customers.
   • Sympathize with customers regarding their negative views of a previous technician.
   • Offer different repair or replacement options if possible.*
   • Communicate the repair status with explanations of any delays.*
   • Take a call assigned to another technician on the call board if the call is from a known customer.
10. Fill in the blank.
    The SLA is a contract defining the agreed-on level of support between a customer and a service vendor.
11. During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?
    • Document all information in a log file.
    • Keep it confidential.*
    • Send this information to the manager of the customer.
    • Send this information to the technician manager.
    • Back up the information just in case the customer needs it some day.
12. Which statement is characteristic of most personal software licenses?
    • Developers are allowed to modify and share the source code that runs the software.
    • A company is allowed to use the software campus wide.
    • A user is allowed to share the software with friends.
    • A user is allowed to install the software on only one computer. *
13. What is the definition of cyber law?
    • a single law defining criminal acts that are committed online
    • the collection of international, country, and local laws that affect computer security professionals*
    • a contract that defines expectations between an 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
14. 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.)
    • Confront the customer immediately.
    • Remove and destroy the hard drive.
    • Contact a first responder.*
    • Shut down the computer until authorities arrive.
    • Document as much information as possible. *
15. When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
    • evidence tampering*
    • copying of copyrighted materials
    • cyber crime
    • identity theft
16. When performing computer forensics what is required to prove a chain of custody?
    • proper documentation procedures*
    • an admission of guilt
    • collected evidence
    • expert testimony
17. A technician has found possible illegal content on the hard drive of a customer computer. When should a computer forensics expert be brought in?
    • immediately after the IT technician found the content
    • after a system administrator has viewed the content
    • after routine administrative tasks have been completed on the customer PC
    • after the content is classified as illegal *
18. A technician is analyzing a computer that may have been used for illegal activity. What are two examples of volatile data? (Choose two.)
    • network connections that are open*
    • data that is located on an optical drive
    • files available on an internal drive
    • users who are logged in to the computer*
    • a USB drive that is connected to the computer
19. What should a level two technician do immediately after receiving an escalated work order from a level one technician?
    • Call the level one technician and ask questions about the problem.
    • Call the customer back to ask any additional questions and resolve 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.
20. 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 drivers, applications, or operating systems need to be installed*
    • when the screen resolution of a customer PC needs to be adjusted
    • when a peripheral device needs to be replaced
21. What are three pieces of information a level one technician should gather from a customer? (Choose three.)
    • contact information*
    • description of the problem*
    • details of any recent changes to the computer*
    • output from diagnostic software
    • output from a remote connection to the customer computer
    • current CMOS settings
22. Which situation would require that a support desk call be given the highest priority?
    • The company cannot operate because of a system failure.*
    • A couple of computers have operating system errors.
    • Some computers cannot log in to the network.
    • Two users are requesting an application enhancement.
    • A user is requesting a RAM memory upgrade.
23. When does a level one technician prepare an escalated work order?
    • when a problem requires that the technician ask questions and document responses
    • when a technician is able to answer the questions of the customer and solve the problem
    • when a problem cannot be resolved within a predetermined amount of time*
    • when a technician must enter information using support software
24. Which statement best describes a call center?
    • It is a busy, fast-paced work environment where agents contact customers to arrange preventive maintenance appointments.
    • It is a help desk used by customers to make an appointment to report their computer problems.
    • It is a place that exists within a company and provides computer support to both employees and customers of the company. *
    • It is a store-front environment where the customers go with their computers to have them fixed.