Hardware Chapter 9

Front 1

A PC support technician goes to a customer site in response to a service call.
t/f

Back 1

false

Front 2

You should take ownership of a customer’s problem as if it is your own problem.
t/f

Back 2

true

Front 3

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.
t/f

Back 3

false

Front 4

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.
t/f

Back 4

false

Front 5

When configuring a CAD/CAM workstation, the quality and performance of the graphics card is of paramount importance.
t/f

Back 5

false

Front 6

Which job role works in a lab environment and might not interact with users of the PCs being repaired?

1) Help-desk technician

2) Bench technician

3) PC service technician

4) PC support technician

Back 6

Bench technician

Front 7

Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?

1) PC support technician

2) PC service technician

3) Bench technician

4) Help-desk technician

Back 7

PC support technician

Front 8

Which of the following is true about the A+ 2012 certification and exams?

1) after you pass the 220-801 exam, you’re A+ certified

2)
the A+ certification is not vendor specific


3) the exam is sponsored by Microsoft

4) you need to know about PC hardware, but PC software is covered in a different certification

Back 8

the A+ certification is not vendor specific

Front 9

Which of the following is defined as a record of a call for help with a computer problem?

1) token tracker

2) online help database

3) expert system

4) ticket

Back 9

ticket

Front 10

Which of the following is a good practice when working with a customer on site?

1) if a customer has a document on the screen, it’s okay to read it

2)
limit use of your cell phone to work-related calls


3) since you are there to help, it’s okay to use the customer’s phone for important calls

4) inform the user that if you have to leave while they make a phone call, they will have to pay more

Back 10

limit use of your cell phone to work-related calls

Front 11

Which of the following is NOT a good practice when working with a computer illiterate user over the phone?

1) frequently ask the customer to tell you what is displayed on the screen

2) don’t ask the customer to perform a task that might destroy data

3) before proceeding with the call, tell the customer to put someone else on the line

4) provide step-by-step mouse and keyboard instructions

Back 11

before proceeding with the call, tell the customer to put someone else on the line

Front 12

Which of the following is a good practice when working with an overly confident user over the phone?

1) compliment the user’s knowledge, insight, and experience

2) keep the conversation moving to place the user at a disadvantage

3) point out the customer’s mistakes to shake their confidence

4) use technical jargon that matches or exceeds the customer’s use of jargon

Back 12

compliment the user’s knowledge, insight, and experience

Front 13

What should you do when you have a customer that is frequently complaining about your company, products, or services?

Back 13

allow the customer to vent for a while and apologize as necessary

Front 14

Which of the following should you do after a problem has been completed at an on-site service call?

1) if you restored data, tell the user all their data is fully restored

2) hand the customer the bill and tell him to have a nice day

3) tell the customer that if they contracted for preventive maintenance, these problems wouldn’t happen

4)
if you changed anything since the last boot, reboot one more time

Back 14

if you changed anything since the last boot, reboot one more time

Front 15

Which of the following involves assigning a problem to those higher in the support chain?

1) ticket logging

2) problem escalation

3) responsibility passing

4) issue resolution

Back 15

problem escalation

Front 16

When working with co-workers and supervisors, which of the following is a good practice?

1) if you have a problem with a co-worker, first discuss it with other co-workers

2) if you need to give bad news or criticism, use email to lessen the blow
3)
be professional by putting business matters over personal matters


4) never tell your boss you can’t take on a new project, even if it’s beyond your skills

Back 16

be professional by putting business matters over personal matters

Front 17

Which of the following is true about dealing with software and other digital content?


1) if you purchased software, then you own it and can do what you like with it

2) a software license gives you and one other designated person the right to install and use the software

3)
the right to copy software belongs to the creator of the work


4) you are prohibited from making a copy of software under any circumstances

Back 17

the right to copy software belongs to the creator of the work

Front 18

Which of the following is documentation that includes what, when, and from whom evidence was collected, the condition of the evidence, and how it was secured?

1) path of possession

2) evidence track

3) paper trail

4)
chain of custody

Back 18

chain of custody

Front 19

Which of the following is NOT an important principle to consider when customizing a system?


1) ensure your company can supply all parts

2) meet application requirements

3) balance functionality and budget

4) consider hardware compatibility

Back 19

ensure your company can supply all parts

Front 20

Which of the following is likely to be a requirement for a high-end CAD/CAM workstation?


1) a single-core processor with a large cache

2) a motherboard with quad channels for memory and numerous memory slots

3) a PATA hard drive running at least 5400 RPM

4) a moderate video card to balance the pricing on the entire system

Back 20

a motherboard with quad channels for memory and numerous memory slots

Front 21

Which of the following is NOT a recommendation for a mid-range to high-end audio/video editing workstation?

1) a motherboard that supports at least dual channel memory

2) a Core i7 or higher processor

3) at least 16 GB RAM

4) a 16x single-layer DVD reader

Back 21

a 16x single-layer DVD reader

Front 22

What is it called when one physical machine hosts multiple activities that are normally done on multiple machines?

Back 22

virtualization

Front 23

What processor feature might you need to enable in the BIOS if you will be running VMs?

Back 23

HAV

Front 24

What is it called when a virtualization server provides a virtual desktop for users on multiple client machines?

Back 24

VDI

Front 25

What is a hypervisor?

Back 25

a program that manages VMs

Front 26

A ____________________ technician goes to a customer site in response to a service call.

Back 26

service

Front 27

_________________ sponsors the A+ Certification Program and manages the exams.

Back 27

comptia

Front 28

You may need to _________________ a problem if it should be assigned to someone higher in the support chain.

Back 28

escalate

Front 29

The job isn’t finished until the ___________________ is done.

Back 29

paperwork

Front 30

A _________________ PC is designed to play and possibly record music, photos, movies, and video on a TV or large monitor screen.

Back 30

home theater