CH 9

Which is generally a better GPU, one in the NVIDIA Quadro family or one in the NVIDIA GeForce family?

-NVIDIA Quadro family

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

ask questions to identify the issue. ask caller to try simple things first. identify yourself and organization

How many speakers or sound channels does surround sound version 5.1 use?

-6 [left, center, right, rear right, rear left & subwoofer]

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

-CAD

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

-Give the customer some time to vent and apologize when you can, then start the conversation from the beginning; asking questions and taking notes, and solving problems. The customer is only upset because their computer is not functioning properly. Remember the reason you are there is to help and fix the problem.

Which socket does Intel recommend you use with liquid cooling?

-LGA2011

Name five job roles that can all be categorized as a PC technician.

-PC support tech, PC service tech, Technical retail associate, Bench tech & Help-desk tech

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

-ask questions, make it more easier for the caller to notice and see what you are asking for, give more details and directions on finding what the caller needs to solve the problem.

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?

-call, apologize, and let the customer know what happened, attempt to reschedule

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

-consider the complaint to be helpful feed back that can lead to a better customer relationship. Give all attention to the customer and let them speak their mind, then apologize and ask to help then fixing that problem.

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?

-explain to the customer and ask to excuse you and also if you can use their phone for a minute.

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

-greeting your customer is very important it shows your respect, its best to use Mr. or Ms. and last names or Sir or Ma'am.

When someone calls your help desk, what is the first thing you should do?

-identify yourself and organization, ask for customer information in case if call gets disconnect. Grant the opportunity to the customer after you have opened the conversation for the caller to describe the problem.

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?

-make sure to ask permission even if the user just given you permission to interact with the PC and find out if anything needs to be backup or store before any changes take place

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

-positive and help attitude, taking ownership of the problem, dependability and reliability, know the law with respect to the work & integrity and honesty.

What should you do after finishing your PC repair?

-put everything back together the way it was and clean up all work area/mess. Do a test on the computer and make sure it runs the way it should (work). ask customer to verify everything works then document.

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

-seek help and advice

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? Why or why not?

-well it's a large financial organization (big business) so it will be appropriate to be dressed neat and looking professional. It is reassuring if you look professional in appearance and in the competency of your tasks.

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

- to view the PC screen on the TV in 1080 or 720p; dual TV tuner card with IR remote lets you watch and record two TV programs at the same time.

Of the five jobs in question 1, which one job might never include interacting with the PC's primary user?

-Bench Tech.

What is the primary importance of a chain-of-custody document?

-so you can track evidence used in an investigation and includes exactly what, when, and from whom the evidence was collected, the condition of the evidence, and how the evidence was secured while in possession of a responsible party.

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

-some virtual machine management programs are designed so that each VM that is running ties up all the RAM assigned to it. So you will need extra amount of RAM when a computer is running several VMs.

What are some things you can do to make your work at a help desk easier?

-takes notes, speak methodically, have access to the internet and a computer, and have reference materials handy.

In a Home Theater PC, what is the purpose of the HDMI output port?

-to connect from PC to TV

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?

-to see if you handle yourself in a professional manner on the phone, among other phone skills.