Computer Info: Customer Service- Chap. 9 Test Review

Thin Client

A computer that has an operating system but little computer power

NVIDIA Quadro family

Better GPU in NVIDIA family Quadro or GeForce?

Be detailed with instructions

One thing you can do to help a caller who needs phone support and is not a competent computer user...

Home Theater (HTPC) PC

PC designed to play and possibly record music, photos, movies, and videos on a TV or large monitor screen

Six speakers and channels

Speakers or sound channels surround sound version 5.1 uses

Hi my name is _______. Explain to me what problems you're having.

When you arrive for an on-site service call, how important is your greeting? What would be a good greeting to start off a good business relationship?

Treat others as you, yourself would like to be treated

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

Requirements for a desktop computer that will be used to run multiple virtual machines.

-Each VM has its own virtual processor so it is important it is a multicore processor - Extra amounts of RAM when a computer is running several VMs - Make sure to have an adequate hard drive space for each VM

Requirements for a high-end CAD/CAM workstation.

-Use a motherboard that provides quad channels for memory and plenty of memory slots and install a generous amount of RAM - Use a powerful multi core processor with a large CPU cache - Use a high end video card - Use fast drives with plenty of capacity

Thin Client

A computer that has an operating system but has little computer power and might only need to support a browser used to communicate with the server

Virtualization Server

A machine that hosts multiple activities that are normally done on multiple machines

Hypervisor

A program that manages virtual machines

Thick Client

A regular desktop computer or laptop that is sometimes used as a client by a virtualization server

Federal Copyright Act of 1976/Copyright Infringement

Act allows for a backup copy of a software to be made. Making a copy of software and then selling it or giving it away is a violation of the law and illegal.

Put everything back together and make sure everything back together

After finishing your PC repair

HAV

Enhances the processor support for VMs

What you should do if you cannot solve a problem that you are working on...

Escalate properly so someone higher in the support chain is assigned to the problem

PC Service Technician

Goes to a customer site in response to a service call.

No because it is unprofessional

If you are about to make an on-site service call to a large financial organization, is it appropriate to show up in shorts and a T-shirt?

Ask them if you could use a local telephone to aid you in getting the repair done.

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?

Used to connect video output to your TV - TV Tuner Card/Video Capture cards

In a Home Theater PC, why might you need an HDMI input port? Which type of adapter card might provide this port?

If being verbally abused by a Customer...

Know how your employer wants you to handle a situation where you are verbally abused. If this type of language is happening, you might say something this in a calm tone of voice: "I'm sorry, but my employer does not require me to accept this kind of talk."

Copyright

Legal ability to make duplicates of a work

Becoming A+ Certified

Must pass the A+ 220-801 exam that covers content on hardware, soft skills, and networking and the A+ 220-802 exam that covers operating systems, security, networking, and troubleshooting hardware and software.

Chain of custody includes exactly what, when, and from whom evidence was collected, the condition of this evidence, and how the evidence was secured while it was in your possession. It also includes a paper trail of exactly to whom the evidence has been passed on and when.

Primary importance of a chain-of-custody document

Expert System

Software designed and written to help solve problems. Using databases of known facts and rules to simulate human experts' reasoning and decision making

Call Tracking

Software that records the progress and resolution of a problem ticket

CompTIA

Sponsors the A+ Certification Program and manages the exams.

Tell them who you are and who you work for. Then ask for their name and how you may assist them.

The first thing you should do when someone calls your help desk

Paperwork

The job isn't finished until the _____________ is done.

Use a telephone headset. Have all available resources handy. Keep notes as you work. Follow along with the user on your own computer screen.

Things you can do to make your work at a help desk easier

The purpose is to connect your output to you TV.

What is the purpose of an HDMI output port

Escalate

What to do to get a problem assigned to someone higher in the support chain.

Don't argue with them but find something that you can both agree on to ease and comfort the customer, but find something that you can both agree on to ease and comfort the customer.

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

The employer has perhaps chosen this interview to see how your attitude/how you present yourself over the phone

When applying for a position as a help desk technician, you discover the job interview will happen by telephone. Why do you think the employer has chosen this method for the interview?

Ask Permission from the customer first!!

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

LGA2011

Which socket does Intel recommend you use with liquid cooling?

CAD/CAM Workstation

Which system requires the best graphics card, a CAD workstation or a virtualization workstation?

Virtual machine management programs are designed so that each VM that is running ties up all the RAM assigned to it. Therefore, you need extra amounts of RAM when a computer is running several VMs.

Why is it important that a virtualization workstation have a lot of RAM?

Go back over the basic questions and re-ask the customer so you can fix the problem.

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

Ticket

a record of a help request and its current status

Chain of Custody

documentation that includes exactly what, when, and from whom evidence was collected

Site License

gives a company the right to use multiple copies of software

Virtualization Server

provides a virtual desktop for users on multiple client machines