Question 1

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

Accepted Answer

A)  ensure your company can supply all parts 
B)  meet application requirements 
C)  balance functionality and budget 
D)  consider hardware compatibility 
A)  ensure your company can supply all parts 
B)  meet application requirements 
C)  balance functionality and budget 
D)  consider hardware compatibility A

Question 2

How do you become A+ certified?

Accepted Answer

To become certified, you must pass the A+ 220-801 exam that covers content on hardware, soft skills (working with people), and networking and the A+ 220-802 exam that covers operating systems, security, networking, and troubleshooting hardware and software.

Question 3

What should you do if you are being verbally abused by a customer?

Accepted Answer

If this type of language is happening, you might say something like this in a very calm tone of voice: "I'm sorry, but my employer does not require me to accept this kind of talk.",

Question 4

What should you do if you cannot solve a problem that you are working on?

Accepted Answer

The problem should b

Question 5

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

Accepted Answer

A)  multiprocessing 
B)  virtualization 
C)  multicore 
D)  redundancy 
A)  multiprocessing 
B)  virtualization 
C)  multicore 
D)  redundancy

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

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 
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

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

List two of the three requirements for a desktop computer that will be used to run multiple virtual machines.

Accepted Answer

Each VM has its own virtual processor, s

Question 10

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

Accepted Answer

The answer of You may need to _________________ a problem...

Question 11

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

Accepted Answer

A)  a motherboard that supports at least dual channel memory 
B)  a Core i7 or higher processor 
C)  at least 16 GB RAM 
D)  a 16x single-layer DVD reader 
A)  a motherboard that supports at least dual channel memory 
B)  a Core i7 or higher processor 
C)  at least 16 GB RAM 
D)  a 16x single-layer DVD reader

Question 12

Match between columns
                        Premises: provides a virtual desktop for users on multiple client machines
a computer that has an operating system but little computer power
documentation that includes exactly what, when, and from whom evidence was collected
gives a company the right to use multiple copies of software
assignment of a problem to someone higher in the support chain
the legal ability to make duplicates of a work
software that records the progress and resolution of a problem ticket
a technology that enhances the processor support for VMs
a record of a help request and its current status
a program that manages virtual machines

Accepted Answer

The Answer of hypervisor and virtualization server and thin client is...

Question 13

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

Accepted Answer

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 
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

Question 14

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.

Accepted Answer

A) True 
 B)False

Question 15

Describe a thick client.

Accepted Answer

A thick client, also called a fat client

Question 16

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

Accepted Answer

A)  a single-core processor with a large cache 
B)  a motherboard with quad channels for memory and numerous memory slots 
C)  a PATA hard drive running at least 5400 RPM 
D)  a moderate video card to balance the pricing on the entire system 
A)  a single-core processor with a large cache 
B)  a motherboard with quad channels for memory and numerous memory slots 
C)  a PATA hard drive running at least 5400 RPM 
D)  a moderate video card to balance the pricing on the entire system

Question 17

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

Accepted Answer

The answer of A ____________________ technician goes to a customer...

Question 18

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

Accepted Answer

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 
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

Question 19

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

Accepted Answer

A)  token tracker 
B)  online help database 
C)  expert system 
D)  ticket 
A)  token tracker 
B)  online help database 
C)  expert system 
D)  ticket

Question 20

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

Accepted Answer

A)  PC support technician 
B)  PC service technician 
C)  Bench technician 
D)  Help-desk technician 
A)  PC support technician 
B)  PC service technician 
C)  Bench technician 
D)  Help-desk technician

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

How do you become A+ certified?

What should you do if you are being verbally abused by a customer?

What should you do if you cannot solve a problem that you are working on?

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

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

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

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

List two of the three requirements for a desktop computer that will be used to run multiple virtual machines.

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

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

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

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.

Describe a thick client.

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

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

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

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

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

First Look at Computer Parts and Tools

Working Inside a Computer

Introducing Windows Operating Systems

All About Motherboards

Supporting Processors and Upgrading Memory

Supporting Hard Drives

Installing Windows

Supporting Io and Storage Devices

Maintaining Windows

Optimizing Windows

Troubleshooting Windows and Applications

Troubleshooting Hardware Problems

Troubleshooting Windows Startup Problems

Connecting to and Setting up a Network

Networking Types, Devices, and Cabling

Windows Resources on a Network

Security Strategies

Supporting Notebooks

Mobile Devices and Client-Side Virtualization

Supporting Printers

Filters

Exam 9: Satisfying Customer Needs

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

How do you become A+ certified?

What should you do if you are being verbally abused by a customer?

What should you do if you cannot solve a problem that you are working on?

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

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

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

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

List two of the three requirements for a desktop computer that will be used to run multiple virtual machines.

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

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

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

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.

Describe a thick client.

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

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

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

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

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

First Look at Computer Parts and Tools

Working Inside a Computer

Introducing Windows Operating Systems

All About Motherboards

Supporting Processors and Upgrading Memory

Supporting Hard Drives

Installing Windows

Supporting Io and Storage Devices

Maintaining Windows

Optimizing Windows

Troubleshooting Windows and Applications

Troubleshooting Hardware Problems

Troubleshooting Windows Startup Problems

Connecting to and Setting up a Network

Networking Types, Devices, and Cabling

Windows Resources on a Network

Security Strategies

Supporting Notebooks

Mobile Devices and Client-Side Virtualization

Supporting Printers

Filters