M05 Chapter 11
True
Windows Task Scheduler can be set to launch a task or program at a future time, including at startup. True False
False
You do not have to be logged on as an administrator in order to use tools found in Computer Management. True False
True
You should take ownership of a customer's problem as if it is your own problem. True False
a
If you have an overly confident user on the phone, what is a good practice? a. compliment the user's knowledge, insight, and experience b. keep the conversation moving to place the user at a disadvantage c. point out the customer's mistakes to shake their confidence d. use technical jargon that 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 False
c
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. Tell Jack to put the two documents in a compressed folder and email the folder. c. Tell Jack to put each document in a different compressed folder and email each folder separately. d. Tell Jack to put the documents on a USB drive and snail mail the drive to his friend.
b
John is traveling for work and is spending a week at a new branch. He needs to print an email, but he isn't able to add the network printer to his computer. He is using a Windows 10 Pro laptop, is connected to the network, and can access the Internet. What is a likely and easy fix to John's problem? a. The computer is not set to find resources shared on the network; use the Settings app to fix the problem. b. The computer is not set to find resources shared on the network; use the Network and Sharing Center to fix the problem. c. John did not correctly authenticate to the Windows domain; use the Settings app to fix the problem. d. The drivers for the network printer need to be updated. Use Device Manager to fix the problem.
d
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. 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. b. A 32-bit OS cannot use more than 4 GB of memory. Tell Mary she has wasted her money. c. 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. 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.
False
Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way. True False
c
When working with co-workers and supervisors, which of the following is a good practice? a. if you have a problem with a co-worker, first discuss it with other co-workers b. if you need to give bad news or criticism, use email to lessen the blow c. be professional by putting business matters over personal matters d. 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
True
Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors. True False
c
Robert works in a call center and receives a call from Kathy. Kathy says she can no longer access the online reporting application for her weekly reports through her web browser. You ask your boss, and he tells you that the server team changed the application's URL during an upgrade over the weekend. He asks you to make sure all the other technicians are aware of this change. What is the best way to share this information? a. Print a flyer with the new URL and post it on the wall in the call center. b. Send out a mass email with the new URL to all the technicians. c. Update the knowledge base article that contains the application's URL in the call tracking application. d. Yell the new URL to all technicians sitting in the call center.
user mode
Shell subsystems that have only a limited access to system information and can access hardware only through other OS services are operating in what mode? process mode elevated privilege mode user mode kernel mode
True
The Home editions of Windows 7 do not include the Local Security Policy or Print Management. True False
b c
The Windows kernel includes what two main components? a. Background services b. executive services c. HAL d. shell
False
The Windows shell is responsible for interacting with hardware. True False
c
What Task Manager tab shows running processes organized by Apps, Background processes, and Windows processes? a. Applications b. Services c. Processes d. Performance
b
What is a good practice when working with a customer on site? a. if a customer has a document on the screen, it's okay to read it b. limit use of your cell phone to work-related calls c. since you are there to help, it's okay to use the customer's phone for important calls d. inform the user that if you have to leave while they make a phone call, they will have to pay more
ticket
What is defined as a record of a call for help with a computer problem? token tracker online help database expert system ticket
d
What should you do after a problem has been resolved at an on-site service call? a. if you restored data, tell the user all their data is fully restored b. hand the customer the bill and tell him to have a nice day c. tell the customer that if they contracted for preventive maintenance, these problems wouldn't happen d. if you changed anything since the last boot, reboot one more time
restart a process
What task can't be performed by using Task Manager? end a process end process tree restart a process start a process
b c
What utilities can be accessed using the Computer Management window? (Choose all that apply). a. Task Manager b. Event Viewer c. Performance Monitor d. System Configuration
a c
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. System window b. Power Options applet c. System Information window d. Network and Sharing Center
c
When working with a computer illiterate user over the phone, what is NOT a good practice? a. frequently ask the customer to tell you what is displayed on the screen b. don't ask the customer to perform a task that might destroy data c. before proceeding with the call, tell the customer to put someone else on the line d. provide step-by-step mouse and keyboard instructions
