Quiz Flash Cards

When making an on-site service call, which guidelines should you follow? (Select all that apply) A: Be as unobtrusive as possible B: Ask the users permissions before making hardware changes C: Protect the customer's confidential and private materials D: Don't use the phone without permission

A, B, C, D (Pg. 47)

Which of the following are good strategies when working with a customer that is overconfident? (Select all that apply) A: Do not use technical jargon in response, even if they do B: Be careful not to accuse the customer of making a mistake C: Compliment the customers knowledge D: Let them know they don't know as much as they think they do

A: Do not use technical jargon in response, even if they do B: Be careful not to accuse the customer of making a mistake C: Compliment the customers knowledge (Pg. 49)

You make an appointment to do an on-site repair, but you are detained and find out that you will be late. You call the customer and politely explain the situation, and agree to a new time of arrival. This is an acceptable way to handle the situation. A: True B: False

A: True (Pg. 46)

A user complains that her computer is performing slowly. She tells you the problem started about a week ago when new database software was installed. The software runs in the background to update a database synced between the user's workstation and database server. Which is the best tool or method to use to determine if the new software is hogging computer resources? A: Use Performance Monitor and Process counters to observe performance. B: Install more memory to improve system resources to handle the new software. C: Uninstall the database software and see if performance improves. D: Use the Performance tab of Task Manager to observe database software activity.

A: Use Performance Monitor and Process counters to observe performance. Pg. 269

What is located on the right side of the taskbar by default and displays open service? A: system tray B: disk management C: control panel D: notified area

A: system tray (Pg. 4)

If you need to change the setting that controls how Windows secures a network connection, what tool would you use? A: nslookup B: Network and Sharing Center C: ipconfig D: Task Manager

B: Network and Sharing Center (Pg. 40)

Jawana has been working on a paper for her Anatomy class for weeks. One day her little brother was on her computer and accidentally deleted her paper from the Documents folder. Can Jawana recover her deleted paper? A: No, it is most likely permanently deleted B: Yes, most likely it is in the recycle bin

B: Yes, most likely it is in the recycle bin (Pg. 22)

A technician needs to be prepared to launch programs even when utility windows or the Windows desktop cannot load. What is the program name for the System Information utility? A: msinfo32.info B: msinfo32.exe C: mstsc.exe D: msname.exe

B: msinfo32.exe (Pg. 29)

You are having difficulty uninstalling freeware a user accidentally installed while surfing the web. You look online and see the software is designed to work in an x86-based version of Windows. In which folder should you expect to find the program files for the software? A: C:\Windows B: C:\Program Files (x86) C: C:\Program Files D: It depends on the version of Windows installed.

C: C:\Program Files

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: Network and Sharing Center B: Power Options applet C: System window D: System Information window

C: System window D: System Information window (Pg. 29-30)

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? A:Tell Jack to open the documents, break each of them into two documents, and then email the four documents separately. B: None of the above C: Tell Jack to put the two documents in a compressed folder and email the folder. D: Tell Jack to put the documents on a USB drive and snail mail the drive to his friend.

C: Tell Jack to put the two documents in a compressed folder and email the folder. (Pg. 21)

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? A: A 32-bit OS cannot use more than 4 GB of memory. Tell Mary to upgrade her system to the 64-bit version of Windows 7 Professional B: She should use Control Panel to install the memory in Windows 7. After it is installed, performance should improve. Tell Mary how to open Control Panel. C: A 32-bit OS cannot use more than 4 GB of memory. Tell Mary she has wasted her money. 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.

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. (Pg. 29)

In what location can you check for unwanted scheduled tasks? A: C:\Windows\Tasks B: C:\Windows\System32\Task C: C:\Windows\System32 D: C:\Windows\System32\Tasks

D: C:\Windows\System32\Tasks