CIS 105 chapter 11 review

Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the video card, because he has a computer at home with the same problem. The client explains to Jerry that when he fixed the problem, he had to reseat the video card.

a. Compliment the client on his knowledge. d. Ask the client to backtrack to see what things he tried in order to fix the computer. e. Check the simple things first to make sure you do not miss anything.

Sara receives a call from a customer who just purchased her first computer with Windows 10 installed. She is having some issues using the new computer and needs help setting up a printer.What should Sara do when working with the inexperienced customer? (Select all that apply.) a. Keep a positive attitude. b. Frequently ask the customer what she sees on the screen. c. Use technical jargon to teach the customer how to understand technicians. d. Avoid asking the customer to take steps that might destroy files or settings. e. Explain that because of her inexperience, the customer should not try to install the printer.

a. Keep a positive attitude. d. Avoid asking the customer to take steps that might destroy files or settings.

When Kristy recently started a photography business, she downloaded Photoshop to her computer to edit her photos. She notices her computer freezes when she is using Photoshop, so she asks you to help her fix the problem. Your research discovers that Photoshop requires a lot of RAM to run smoothly, and you need to know how much RAM Kristy's computer has to see if that is the problem. Which Windows tools from the following list can you use to know how much RAM is installed on a system? Select all that apply. a. System window b. Power Options applet c. System Information window d. Network and Sharing Center

a. System window c. System Information window

Andrew is researching a new operating system for the computers at his workplace. His boss wants the computers to be able to connect to the cloud and thus have security in case the laptops are stolen.What version of Windows 10 does not have the ability to lock the hard drive so that it is unusable if removed from a laptop?

a. Window 10 Home

Larry wants to upgrade to Windows 10. He will use his computer both at home and at work and will need to connect to his company's Wi-Fi peer-to-peer network to share files over the network.Which version of Windows 10 would you recommend to Larry?

a. Windows 10 Home

John is traveling for work and is spending a week at a new branch. He needs to print an email, but he isn't able to add the network printer to his computer. He is using a Windows 10 Pro laptop, is connected to the network, and can access the Internet. What is a likely and easy fix to John's problem?

b. The computer is not set to find resources shared on the network; use the Network and Sharing Center to fix the problem.

George is working onsite at a client's desk. The client's phone rings during George's visit, and the client explains that she must take the call.What should George do in this situation?

c. Excuse himself and check back when the call is complete

During your service call at the residence of a customer, you discover you will need a part that you don't currently have.What should you do in this case?

c. Explain the situation and give the customer options about ordering the part and when you will return to complete the repair.

Jack needs to email two documents to a friend, but the files are so large his email server bounced them back as undeliverable. What is your advice?

c. Tell Jack to put each document in a different compressed folder and email each folder separately.

Henry is sent to work with a customer at the company's satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons.

c. Train the employees on why these issues are security concerns.

Robert works in a call center and receives a call from Kathy. Kathy says she can no longer access the online reporting application for her weekly reports through her web browser. You ask your boss, and he tells you that the server team changed the application's URL during an upgrade over the weekend. He asks you to make sure all the other technicians are aware of this change. What is the best way to share this information?

c. Update the knowledge base article that contains the application's URL in the call tracking application.

Mary wants her 32-bit installation of Windows 7 Professional to run faster. She has 4 GB of memory installed on the motherboard. She decides more memory will help. She installs an additional 2 GB of memory for a total of 6 GB, but does not see any performance improvement. What is the problem and what should you tell Mary?

d. A 32-bit OS cannot use more than 4 GB of memory. Explain the problem to Mary and discuss the possible solutions with her.

Derek is working at the help desk when he receives a call from a client about an issue with the company's email. The customer is very upset about the email issue. He is complaining about the email service and the IT department in general.

d. Let the customer vent and then restart the conversation.

In Windows 10, you can find this user-friendly interface to access numerous Windows settings?What is the name of this user-friendly interface?

d. Settings app

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer.

d. System window