IT Essentials v6.0 Chapter 13 Practice Quiz Answers

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IT Essentials v6.0 Chapter 13 Practice Quiz Answers
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IT-Essentials v6.0 Chapter 13 Practice Quiz Answers

1. What two roles or tasks are associated with level two technicians? (Choose two.)

remotely updating drivers and software on customer computers*
gathering diagnostic information from a customer computer*
gathering customer information to initiate a work order
escalating a trouble ticket to a higher level technician
prioritizing incoming calls according to their severity

Explanation:
Level two technicians are primarily tasked with receiving and working on escalated work orders. Their tasks involve using remote access software to connect to the computer of a customer to perform maintenance and fixes.

2. What is a common responsibility of a level one call center technician?

entering a concise description of a customer problem into a ticketing system*
calling back customers and asking additional questions to solve the problem
receiving escalated work orders from a lower level technician
remotely connecting to customer devices and implementing driver and software updates

Explanation:
The primary responsibility of a level one technician is to gather pertinent information from a customer and to enter the information into a work order or ticket system.

3. What is considered ethical behavior by a technician when communicating with a customer?

A technician can send forged emails to customers.
A technician can send mass emails to customers.
A technician must only send solicited emails.*
It is normal to send chain emails to customers.

Explanation:
Unsolicited, chain and forged emails are unethical, and maybe illegal, and must not be sent by a technician to a customer.

4. What is the definition of the term SLA?

the responsibilities a customer has with the technician to provide hardware and software support
a contract that defines the expectations of the technician about supporting the customer
a legal agreement that contains the responsibilities and liabilities of the service provider*
an acronym for stress level agreement

Explanation:
A service level agreement (SLA) defines the level of service that a technician or service provider is obligated to provide to a customer. It outlines responsibilities and liabilities such as when and where service is to be provided, response time guarantees, and the penalties that are applied if the agreement is broken.

5. Which is true regarding the treatment of customer property?

Data left on a customer’s PC is not property because it is visible to others.
A customer’s phone list is customer property and must be kept private.*
A technician does not have to care about copies of customer files because it is not the original.
Customer property is limited to hardware.

Explanation:
All customer property is important, including files, phone lists, hardware and other data, and should be treated with respect. Any data should be considered as private and confidential.

6. During computer forensics investigations, which type of data is lost when power is removed from the computer?

data that is stored on solid state drives
data that is stored in RAM*
data that is stored on magnetic disk
data that is stored to an external drive

Explanation:
Volatile data that is contained in cache, RAM, and CPU registers is lost when power is removed from the computer.

7. 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*
the ability to ask the customer relevant questions, and as soon as this information is included in the work order, escalate it to the level two technician
the ability to gather relevant information from the customer and pass it to the level two technician so it can be entered into the work order
ability to take the work order prepared by the level two technician and try to resolve the problem

Explanation:
The level one technician must be able to translate the description of a customer problem into a succinct sentence or two that is entered into the work order.

8. Which statement best describes a call center?

It is a place to provide computer support to customers.*
It is a busy, fast-paced work environment that documents computer problems after they have been repaired by technicians.
It is a help desk used by customers to make an appointment to report their computer problems.
It is a help desk environment where the customers go with their computers to have them fixed.

Explanation:
A call center might exist within a company and offer service to the employees of that company as well as to the customers of that company. Alternatively, a call center might be an independent business that sells computer support as a service to outside customers. In either case, a call center is a busy, fast-paced work environment, often operating 24 hours a day.

9. Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)

RAM
hard disk drives*
solid state drives*
cache
CPU registers

Explanation:
Persistent data is data stored on an internal or external hard drive, or an optical drive. Data is preserved when the computer is turned off.

10. What is considered good communication practice for a technician to use when a customer is explaining a computer problem?

Do not waste time listening to the user.
Ask occasional questions to clarify some points.*
When the customer is speaking, interrupt frequently to clarify each point.
Have the customer realize that the problem is unimportant.

Explanation:
The technician must ask a few questions, but without interrupting the customer. It is important that the technician listens patiently and the customer realizes that the problem is considered important.

11. As a technician, which method should be used with a talkative customer on a phone call?

Place the customer on hold or transfer the call.
Ask as many open-ended questions as needed after regaining control of the conversation.
Use industry jargon to show understanding of computer technology.
Sympathize with the customer regarding the problem.
Politely interrupt the customer to take control of the conversation.*

Explanation:
The only exception to the rule of interrupting a customer is when the customer is identified as a talkative customer. When a talkative customer is identified, the technician may politely step in and refocus the customer. The customer should not be placed on hold or transferred in an effort to take control. Open-ended questions should be avoided and close-ended questions should be used. Sympathizing with the customer or using industry jargon is not recommended as a method to take control with a talkative customer.

12. What name is given to a certain set of general rules that apply to written communication over the Internet?

online interactions
netiquette*
Internet slang
flames

Explanation:
Netiquette is a set of general rules used when communicating with other people over the Internet to ensure that the communications stay professional. Avoiding flames, spam, and writing in capital letters, as well as respecting the privacy of others, are examples of good netiquette.

13. What are two sections that are usually included in an SLA? (Choose two.)

service provider part suppliers
time of service availability*
supported equipment and software*
home contact information of the technician
contact information of other clients

Explanation:
The contents of an SLA usually include the following:
• response time guarantees (often based on type of call and level of service agreement)
• equipment and software that is supported
• where service is provided
• preventive maintenance
• diagnostics
• part availability (equivalent parts)
• cost and penalties
• time of service availability (for example, 24×7; Monday to Friday, 8 a.m. to 5 p.m. EST; etc.)

14. What does it mean when a technician receives a “down” call?

a call that is simpler to solve
a call that has the maximum response time exceeded
a call between a technician and a customer that was interrupted abruptly
a call where a significant part of the IT infrastructure is down, affecting the ability of the company to do business*

Explanation:
A “down” call usually means that a server is not working and the entire office or company is waiting for the problem to be resolved to resume business.

15. A technician has copied several commercial movies to a company server to be shared with colleagues. How would this behavior be classified?

ethically wrong but legal
acceptable
ethically wrong and illegal*
illegal but ethical

Explanation:
It is not permissible to install, copy, or share digital content (including software, music, text, images, and video) in violation of copyright and software agreements or applicable laws. This is legally and ethically wrong.

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