IT Final 101-120

What determines the level of support that a call center technician will provide to an individual customer?

Support is based on the SLA for that customer.

Match the file system with the respective description.

Supports 16 NTFS Usually used ExFAT Supports 2TB FAT32 Created specifically for CDFS A network-based NFS

An IT technician in a service company has provided extensive remote IT support with product deployment for a customer. After the completion of the contract, a complaint is filed against the IT technician for not following company policy by sending unsolicited emails about services and products that are not related to the contract. What two things should the IT support technician have done differently? (Choose two.)

The IT technician should have researched the company policy about personal communication with customers on company time. The IT technician should have asked the customer if the customer was interested in receiving information regarding other new services and products.

A support desk technician is dealing with an angry customer. Which two approaches should the technician take in dealing with the customer? (Choose two.)

Work to redirect the conversation to solving the problem. Let the customer explain the problem without interrupting.

Match the steps that will lead to the loading of bootmgr.exe in a 32 bit Windows 10 environment.

Step 1 POST Step 2 CMOS Step 3 MBR Step 4 VBR

Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)

Contact a first responder. Document as much information as possible.

A user notes that the username and password are automatically populated in the Microsoft Edge browser when logging into a secure site. When the user tries to log into the same site using Google Chrome, the username and password do not save automatically. Why is this occurring?

Google Chrome does not automatically save web credentials.

What two actions are appropriate for a support desk technician to take when assisting customers? (Choose two.)

Let a customer finish talking before asking additional questions. If you have to put the customer on hold, ask the customer for permission.

Which statement is true regarding libraries in Windows 10?

Libraries allow Windows 10 to link multiple different directories.

A corporation would like to use three or more factors for the password authentication policy. How can this be achieved?

MFA

A third-party security firm is performing a security audit of a company and recommends the company utilize the Remote Desktop Protocol. What are two characteristics of the Microsoft Remote Desktop Protocol (RDP)? (Choose two.)

RDP uses an encrypted session. RDP connects on TCP port 3389

Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?

Replace all passwords in the file with <password omitted> before emailing the file and then supply the passwords by secure means, if required.

Match the individual languages with their corresponding classification.

Scripting = VBScript, Java, Python Compiled = C++, C#, Java

Select the Windows 10 version that best meets the described use.

Used for personal HOME Used in academic EDUCATION Used in small PRO Used in large ENTERPRISE

Which subject area describes collecting and analyzing data from computer systems, networks, and storage devices, as part of an investigation of alleged illegal activity?

computer forensics

What are three pieces of information a level one technician should gather from a customer? (Choose three.)

contact information description of the problem details of any recent changes to the computer

In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?

data in transit between RAM and the CPU

What is used to control illegal use of software and content?

digital rights management

What two kinds of problems should be escalated from a level one technician to a level two technician? (Choose two.)

problems that are complicated and will take a long time to resolve problems that are beyond the scope of the knowledge of the level one technician

What skill is essential for a level one technician to have?

the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order