It essentials v6.0 Chapter 13 Quiz Simulator Online
It-essentials v6.0 Chapter 13 Practice Quiz Simulator |
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| Questions | 15 |
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It-essentials v6.0 Chapter 13 Practice Quiz Simulator
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It-essentials v6.0 Chapter 13 Practice Quiz Simulator
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Question 1 of 15
1. Question
2 pointsWhat two roles or tasks are associated with level two technicians? (Choose two.)
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Hint
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. -
Question 2 of 15
2. Question
1 pointsWhat is a common responsibility of a level one call center technician?
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Hint
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. -
Question 3 of 15
3. Question
1 pointsWhat is considered ethical behavior by a technician when communicating with a customer?
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Hint
Explanation:
Unsolicited, chain and forged emails are unethical, and maybe illegal, and must not be sent by a technician to a customer. -
Question 4 of 15
4. Question
1 pointsWhat is the definition of the term SLA?
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Incorrect
Hint
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. -
Question 5 of 15
5. Question
1 pointsWhich is true regarding the treatment of customer property?
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Hint
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. -
Question 6 of 15
6. Question
1 pointsDuring computer forensics investigations, which type of data is lost when power is removed from the computer?
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Hint
Explanation:
Volatile data that is contained in cache, RAM, and CPU registers is lost when power is removed from the computer. -
Question 7 of 15
7. Question
1 pointsWhat skill is essential for a level one technician to have?
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Hint
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. -
Question 8 of 15
8. Question
1 pointsWhich statement best describes a call center?
Correct
Incorrect
Hint
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. -
Question 9 of 15
9. Question
2 pointsWhich two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)
Correct
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Hint
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. -
Question 10 of 15
10. Question
1 pointsWhat is considered good communication practice for a technician to use when a customer is explaining a computer problem?
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Hint
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. -
Question 11 of 15
11. Question
1 pointsAs a technician, which method should be used with a talkative customer on a phone call?
Correct
Incorrect
Hint
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. -
Question 12 of 15
12. Question
1 pointsWhat name is given to a certain set of general rules that apply to written communication over the Internet?
Correct
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Hint
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. -
Question 13 of 15
13. Question
2 pointsWhat are two sections that are usually included in an SLA? (Choose two.)
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Incorrect
Hint
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.) -
Question 14 of 15
14. Question
1 pointsWhat does it mean when a technician receives a “down” call?
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Hint
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. -
Question 15 of 15
15. Question
1 pointsA technician has copied several commercial movies to a company server to be shared with colleagues. How would this behavior be classified?
Correct
Incorrect
Hint
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.
