Chapter 14 QUIZ1.Which situation would require that a support desk call be given the highest priority?
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2.What is considered ethical behavior by a technician when communicating with acustomer?
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3.In which situation would it be appropriate for a technician to back up personal andconfidential data from a computer belonging to a customer?
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4.What action should a technician avoid when dealing with a talkative customer?
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5.What is the correct way to conduct a telephone call to troubleshoot a computerproblem?
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higher level of expertise.UnansweredQuestion 60 / 2 ptsOnce a technician understands a customer complaint, it is common to ask closed-endedquestions. Which question is a close-ended one?Correct AnswerIs this the first time the error occurred?What error messages were displayed when the error occurred?What happened before the error occurred?What happened after the error occurred?
Refer to curriculum topic: 14.1.4During the troubleshooting, when the technician listens and understands the computer problemsfrom the customer, some more questions may need to be asked to gather further information.These follow up questions should be targeted and closed-ended questions based on theinformation that have been provided by the customer. The closed-ended questions should befocused on specific aspects and the customer should be able to answer such questions with asimple "yes" or "no" or with a factual response.
Feb 27, 2022 Last Updated: May 29, 2022
A technician working on a computer discovers what is suspected to be illegal activity. Which three pieces of information should be immediately documented? (Choose three.)
- evidence of the suspected illegal activity
- technical specifications of the computer
- why the computer was accessed by the technician
- location of the computer
- details of all past users of the computer
- duration of the suspected illegal activity
Explanation: The initial reason for accessing the computer, the suspected illegal matter or operations, and the location of the computer are immediately apparent to the technician and should be among the first details documented. Details of past computer users and the duration of the illegal activity are matters that the appropriate investigators will determine. The technical specifications of the computer may have little relevance to its illegal use.
More Questions: IT Essentials v7.0 – A+ 220-1002 Certification Practice Exam Answers
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IT Essentials v7.01 Chapter 14 Quiz Answers
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