Chapter 12

Expert System

Software that uses a database of known facts and rules to simulate a human expert's reasoning and decision-making processes; it is designed and written to help solve problems

Technical Documentation

The technical reference manuals, included with software packages and hardware, that provide directions for installation, usage, and trouble shooting. The information extends beyond that given in user manuals.

True

True/False: You should take ownership of a customer's problem as if it is your own problem.

establish your priorities become a researcher make no assumptions

What are some useful rules to use when troubleshooting? (Choose all that apply). establish your priorities become a researcher never suspect the user make no assumptions

taskkill

What command-line tool can you use to stop a program that is hung?

services.msc

What console can be used to enable, disable, start, or stop a service?

services.msc

What console can be used to enable, disable, start, or stop a service? msconfig services.msc devmanage.msc taskmgr

Limit use of your cell phone to work-related calls

What is a good practice when working with a customer on site?

oscilloscope

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits? oscilloscope flashlight multimeter ESD strap

Backup data

What should be done before any changes are made to a system that is experiencing a problem?

Problem escalation

Which of the following involves assigning a problem to those higher in the support chain? ticket logging, problem escalation, responsibility passing, issue resolution

Component Services (COM+) and Regsvr32

Which two tools might a software developer or system administrator use to register a component of an application in the Windows registry?

Escalate

Assigning a problem to someone higher in the support chain of an organization. This action is normally recorded in call tracking software

False

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way. True or False

Boot from the Windows setup DVD

What should be done if a system cannot boot from the hard drive?

Ask a knowledgeable co-worker for help.

You have exhausted your knowledge of a problem and it is still not solved. Before you escalate it, what else can you do?

Default Program

A program associated with a file extension that is used to open the file

Call Tracking Software

A system that tracks the dates, times, and transactions of help-desk or on-site IT support calls, including the problem presented, the issues addressed, who did what, and when and how each call was resolved

Regsvr32

A utility that is used to register component services used by an installed application

Ticket

An entry in a call-tracking system made by whoever receives a call for help and used to track and document actions taken. This stays open until the issue is resolved

Positive and helpful attitude, own the problem, be dependable, be customer-focused, be credible, maintain integrity and honesty, know the law with respect to your work, act professionally, perform your work in a professional manner.

Assume that you are a customer who wants to have a computer repaired. List five main characteristics that you would want to see in your computer repair person.

True

Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors. True or False

Run the application after starting the system with a clean boot or in Safe Mode.

How can you eliminate the possibility that an application error is caused by another application or service running in the background?

Windows uses the file extension and associates a file extension to an application.

How does Windows know which application to use to open a file when you double-click the file in File Explorer or Windows Explorer?

32 bits

How many bits does an x86-based operating system process at one time?

The problem is not with the application but with the OS, device drivers, or other programs loaded at startup.

If an application works when the system is loaded in Safe Mode, but does not work when Windows is loaded normally, what can you assume?

Compliment the user's knowledge, insight, and experience

If you have an overly confident user on the phone, what is a good practice?

compliment the user's knowledge, insight, and experience

If you have an overly confident user on the phone, what is a good practice? -compliment the user's knowledge, insight, and experience -keep the conversation moving to place the user at a disadvantage -point out the customer's mistakes to shake their confidence -use technical jargon the matches or exceeds the customer's use of jargon

False

If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site. True or False

Ask permission to use the phone.

If you need to make a phone call while on a customer's site and your cell phone is not working, what do you do?

False

Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation. True or False

rstrui.exe

The System Restore utility can be started from command line using what executable?

rstrui.exe

The System Restore utility can be started from command line using what executable? msconfig.exe sfc.exe services.msc rstrui.exe

File Association

The association between a data file and an application to open the file that is determined by the file extension

Safe Mode

The technique of launching Windows with a minimum configuration, eliminating third-party software, and reducing Windows startup to only essential processes. The technique can sometimes launch Windows when a normal Windows startup is corrupted

True

True/False: Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.

False

True/False: If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.

False

True/False: Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.

False

True/False: Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.

Secondary Logon

Using administrator privileges to perform an operation when you are not logged on with an account that has these privileges

Task Manager

What GUI tool can you use to stop a program that is hung?

msconfig.exe

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

msconfig.exe

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows? msconfig.exe sfc.exe services.msc rstrui.exe

Establish your Priorities; Become a Researcher; Never Suspect the User; Make No Assumptions

What are some useful rules to use when troubleshooting? Establish your Priorities; Become a Researcher; Never Suspect the User; Make No Assumptions

(1) Interview the user and back up data, (2) Examine the system and form a theory of probable cause or your best guess, (3) Test your theory, (4) Plan a solution and implement it, (5) Verify all works and take appropriate preventive measures, and (6) Document what happened and the outcome.

What are the six steps that you can use to solve any computer problem?

Consider data corruption; application settings may be wrong; application may be corrupted

What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process?

consider data corruption application settings may be wrong application may be corrupted

What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? (Choose all that apply.) back ups may be bad consider data corruption application settings may be wrong application may be corrupted

establish a theory document outcomes

What are two valid steps in the six step troubleshooting method discussed in this chapter? boot to Safe Mode establish a theory document outcomes reinstall Windows

Establish a Theory; Document outcomes

What are two valid steps in the six step troubleshooting method discussed in this chapter? Boot to Safe Mode; Establish a Theory; Document outcomes; Reinstall Windows

Use the Run as administrator shortcut menu option

What can you do if you suspect an application requires more privileges than the currently logged-on account?

use the Run as administrator shortcut menu option

What can you do if you suspect an application requires more privileges than the currently logged-on account? -run the application from the command line using the /highpriority parameter -use the Run as administrator shortcut menu option -double-click the application icon while holding down the Home key -download a 64-bit version of the application and try it again

mdsched.exe

What command will open the Memory Diagnostics utility? memdiag.exe mdsched.exe ramcheck.exe memfix.exe

regsvr32.exe /u

What command will unregister a component when run?

regsvr32.exe /u

What command will unregister a component when run? unreg.exe /a del.exe com+ regsvr32.exe /u service /c

limit use of your cell phone to work-related calls

What is a good practice when working with a customer on site? -if a customer has a document on the screen, it's okay to read it -limit use of your cell phone to work-related calls -since you are there to help, it's okay to use the customer's phone for important calls -inform the user that if you have to leave while they make a phone call, they will have to pay more

Stay professional. Allow the customer to vent. Listen carefully. Do what you can to solve the problem. Escalate if necessary.

What is a good strategy to follow if a conflict arises between you and your customer?

ticket

What is defined as a record of a call for help with a computer problem?

ticket

What is defined as a record of a call for help with a computer problem? token tracker online help database expert system ticket

Allow the customer to ask questions. Be patient and take the customer through each step slowly.

What is one thing you can do to help a caller who need phone support and is not a competent computer user?

Ask questions to identify the problem and ask the caller to check and try some simple things while on the phone with you.

What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?

mdsched.exe

What is the command to use the Memory Diagnostics tool?

sfc /scannow, sfc /scanonce

What is the command to use the System File Checker to immediately verify system files? To verify system files on the next restart?

Document

What is the last step in the six step troubleshooting method covered in this chapter?

document

What is the last step in the six step troubleshooting method covered in this chapter? plan the fix resolve the problem document verify and prevent

oscilloscope

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits? oscilloscope, flashlight, multimeter, ESD strap

backup data

What should be done before any changes are made to a system that is experiencing a problem? Examine the system Backup data Establish a Theory Test your Theory

boot from the Windows setup DVD

What should be done if a system cannot boot from the hard drive? -reinstall Windows -boot from the Windows setup DVD -run System File checker -replace the hard drive

sfc /scannow

What should be entered at a command prompt in order to scan all system files?

sfc /scannow

What should be entered at a command prompt in order to scan all system files? msinfo32 /verify systeminfo /sysfiles sfc /scannow chkdsk /r

If you changed anything since the last boot, reboot one more time

What should you do after a problem has been resolved at an on-site service call?

if you changed anything since the last boot, reboot one more time

What should you do after a problem has been resolved at an on-site service call? -if you restored data, tell the user all their data is fully restored -hand the customer the bill and tell him to have a nice day -tell the customer that if they contracted for preventative maintenance, these problems won't happen -if you changed anything since the last boot, reboot one more time

Verify everything is working. Then ask the customer to do the same. Fill out the paperwork.

What should you do after finishing your computer repair?

Allow the customer to vent for a while and apologize as necessary

What should you do when you have a customer that is frequently complaining about your company, products, or services?

allow the customer to vent for a while and apologize as necessary

What should you do when you have a customer that is frequently complaining about your company, products, or services? -explain how the customer is being inappropriate and end the conversation -inform the customer that you agree and will make suggestions to management -allow the customer to vent for a while and apologize as necessary -if the complaint is not in your area of expertise, explain how it is not your problem and ask to move on

msconfig; taskmgr.exe

What two tools can be used to disable a service and to give a list of all currently running services, respectively?

msconfig taskmgr.exe

What two tools can be used to disable a service and to give a list of all currently running services, respectively? compmgmt.msc regsvr32.exe msconfig taskmgr.exe

Interview the user and back up data; ask the user to reproduce the problem while you watch; try a reboot

When attempting to solve application errors, what does the first step involve?

interview the user and back up data ask the user to reproduce the problem while you watch try a reboot

When attempting to solve application errors, what does the first step involve? (Choose all that apply.) -interview the user and back up data -ask the user to reproduce the problem while you watch -try a reboot -check the Action Center

Ask the user to describe the problem in detail and if there is data on the hard drive not backed up. Then ask permission to service the computer.

When making an on-site service call, what should you do before making any changes to software or before taking the case off a computer?

Before proceeding with the call, tell the customer to put someone else on the line

When working with a computer illiterate user over the phone, what is NOT a good practice?

before proceeding with the call, tell the customer to put someone else on the line

When working with a computer illiterate user over the phone, what is NOT a good practice? -frequently ask the customer to tell you what is displayed on the screen -don't ask the customer to perform a task that might destroy data -before proceeding with the call, tell the customer to put someone else on the line -provide step-by-step mouse and keyboard instructions

be professional by putting business matters over personal matters

When working with co-workers and supervisors, which of the following is a good practice? -if you have a problem with a co-worker, first discuss it with other co-workers -if you need to give bad news or criticism, use email the lessen the blow -be professional by putting business matters over personal matters -never tell your boss you can't take on a new project, even if it's beyond your skills

Be professional by putting business matters over personal matters

When working with co-workers and supervisors, which of the following is a good practice? if you have a problem with a co-worker, first discuss it with other co-workers if you need to give bad news or criticism, use email to lessen the blow be professional by putting business matters over personal matters never tell your boss you can't take on a new project, even if it's beyond your skills

problem escalation

Which of the following involves assigning a problem to those higher in the support chain? ticket logging problem escalation responsibility passing issue resolution

Memory Diagnostics

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?

memory diagnostics

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool? Last Known Good Configuration Event Viewer Device Manager Memory Diagnostics

Call the customer and explain the situation. Agree on a new time of arrival.

You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?

True

You should take ownership of a customer's problem as if it is your own problem. True or False

Component Services (COM+)

A Microsoft Management Console Snap-in that can be used to register components used by installed applications

tasklist

A Windows command that returns the process identifier (PID), which is a number that identifies each running process

taskkill

A Windows command that uses the process PID to kill a process

System File Checker (SFC)

A Windows utility that verifies and, if necessary, refreshes a Windows system file, replacing it with one kept in a cache of current system files

Memory Diagnostics (mdsched.exe)

A Windows utility used to test memory

Allow the customer to speak without you getting defensive. Take notes and send the information to the right person in your organization. Be an active listener. Show you care.

Describe what you should do when a customer complains to you about a product or service that your company provides.