SU

True or False: FireWire ports are being replaced by USB 1.1 ports.

False

True or False: If you want to demonstrate courteous behavior, you should put the caller on hold for as long as it takes to find out the answer without checking back in on the customer.

False

True or False: It is not necessary leave a room that has built-in fire suppression systems when a fire alarm occurs.

False

True or False: RAM is a form of long-term storage.

False

True or False: When you empathize with a customer, it is never appropriate to share details of your own personal experiences.

False

Which of the following statements is false?

It is not a shock hazard to disassemble a computer's power supply if the computer is unplugged.

Company XYZ has an excellent safety record. One of their best practices is to appoint safety czars. These are technicians who identify safety issues and help their coworkers correct the issues. Assume you are a safety czar and you see that Rick is in a hurry to get a small laser printer that has just issued an error message during a print job working again. For which of the following of Rick's activities would you intervene and show Rick a better safety practice.

Rick immediately lifts off the cover and begins to touch components.

A homeowner lives in an area where heavy thunderstorms, including frequent lightning strikes, are a regular occurrence. Which device is recommended for installation to protect the homeowner's workstation from damage during a storm?

Surge protector

True or False: A USB device is an example of interoperable hardware.

True

True or False: A modern car is a computer.

True

True or False: A technician may find that mice will have different connectors and, depending upon the connector, may plug into a USB or PS/2 port.

True

True or False: An effective listener is able to ask clarifying questions to help define the situation.

True

True or False: Any device that performs input, processing, output, and storage is a computer.

True

True or False: Firmware is software on a chip.

True

True or False: It is important to keep a customer informed as a situation unfolds.

True

True or False: Janice is waiting for the technician to replace an outdated workstation with a new one. Even though she is accustomed to using a workstation, it is a best practice for the technician to fully demonstrate the new workstation and its capabilities.

True

True or False: John is an IT support technician for Company A. Matthew is a new hire at Company A, and has an appointment with John to install his workstation and required software for his position. As a technician, it is a best practice for John to be punctual for his appointment with his customer, even if the customer is a fellow employee.

True

True or False: Keyboards, mice, printers, scanners, and storage devices can be connected via a USB port in many modern computers.

True

True or False: Some ports can be used for both input and output.

True

Which statement is true?

A 20-meter USB 3.0 cable can cause degradation in the data and errors.

Which of the following statements is accurate?

A DB-15 connector has two rows of female pin receptacles and can be used to connect musical instruments.

Which of the following is not a function that makes a computer a computer?

A computer manufactures data

Which is true of the central processing unit (CPU)?

All of the Above

Which of the following is not a good practice when working inside a computer case?

Be sure to hold expansion cards by the connectors.

A class ___ fire extinguisher should be used in the event of a fire in a computer.

C

You are properly using an ESD strap while working inside of a CPU. The customer asks what "ESD" stands for. Which of the following is the correct answer?

Electrostatic discharge

Which of the following atmospheric conditions can best decrease the chance of static electricity build-up?

High humidity

Which cable should be used to connect external FireWire devices, such as hard drives and cameras?

IEEE 1394

Jodie is working for a charitable organization and is installing computers in a school in a rural region in South America where the power is unstable. Sometimes, the computers will need to run from a backup generator. What is the best device Jodie should use to keep the computers protected and running well after the installation is complete?

Line conditioner

A technician suspects a faulty wall outlet is to blame for the power problems at workstation #203b. What device/test should be conducted to troubleshoot the wall outlet?

Multimeter

You need to connect a CISCO router with only an Ethernet port to your customer's computer. The computer does not have a port to connect an Ethernet cable. What connection is most likely the best alternative?

Nine-pin serial connector on one end with RJ-45 connector on the other end.

Which of the following is not a form of long-term memory?

RAM

Which of the following is not true of software?

Software can be touched and physically handled.

A customer comes to the IT service counter, where several technicians are working, to report a work stoppage problem he is experiencing with his laptop. Each of the technicians is engaged in a different task. Which technician is indicating that she is happy to help the customer?

Technician is on another call, but smiles at the customer and holds up one index finger.

Which of these responses indicate that the employee is really empathizing with the customer's situation?

That's awful. I can only imagine how frustrated I would be if I could not log onto my workstation. I know just how you must feel.

A hospital emergency room nurse's station operates 24 hours a day, seven days a week. One workstation is designated for the head nurse to use throughout the shift and patients' lives depend on that workstation remaining functional. What type of unit would you recommend for installation at the head nurse's workstation?

UPS