IT Essentials (ITE v5.0 & v5.02) Chapter 11 Exam Answers 100% 2019

1. Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)

• Contact a first responder.*
• Confront the customer immediately.
• Shut down the computer until authorities arrive.
• Document as much information as possible.*
• Remove and destroy the hard drive.

2. What is the definition of cyber law?

• a single law defining criminal acts that are committed online
• a contract that defines expectations between and organization and IT service vendors for an agreed upon level of support
• the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
• the collection of international, country, and local laws that affect computer security professionals*

3. When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?

• identity theft
• copying of copyrighted materials
• evidence tampering*
• cyber crime

4. During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?

• Send this information to the manager of the customer.
• Back up the information just in case the customer needs it some day.
• Document all information in a log file.
• Send this information to the technician manager.
• Keep it confidential.*

5.

Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?

• Send the file as it is to the level two technician.
• Deliver the file in printed format only.
• Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.*
• This file should not be shared with the level two technician.

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

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

7. Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)

• The technician should contact the customer if the technician is going to be late for a follow-up appointment.*
• The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
• The technician should be sure to treat all customers equally.*
• If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
• If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.

8. Which statement describes a best practice related to time management?

• The technician can take the call of another technician, even without permission to do so.
• The technician should give better service to a customer for whom the technician feels more sympathy.
• The technician should take the easier calls first, regardless of the urgency.
• The technician should make sure to call the customer back as close to the callback time as possible.*

9. Which two statements are correct about level one and level two technicians? (Choose two.)

• Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.*
• Level one technicians usually work on the problems that require opening up the computer case.
• Level two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”
• Level two technicians are usually more knowledgeable about technology than the level one technicians are.*
• Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.

10. What should a level two technician do immediately after receiving an escalated work order from a level one technician?

• Call the customer back to ask any additional questions and resolve the problem.*
• Call the level one technician and ask questions about the problem.
• Document suggestions to solve the problem in the work order and return it to the level one technician.
• Send the work order to a level three technician and ask for support.

11. A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)

• Use technical terms to determine the level of knowledge the customer possesses.
• Allow the customer to speak without interruption.*
• Personalize the call by periodically asking questions unrelated to the computer problem.
• Refer to the customer by name whenever possible.*
• Ask only closed-ended questions.

12. What is the correct way to conduct a telephone call to troubleshoot a computer problem?

• Always gather information from the customer and escalate the problem.
• Ask personal questions to get better acquainted with the customer.
• Explain each step to help the customer understand the troubleshooting process.
• Maintain professional behavior at all times.*

13. A technician receives a call from a customer who is too talkative. How should the technician handle the call?

• Politely step in and gain control of the call by asking the customer social questions.
• Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.*
• Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
• Talk over the customer and quickly gather the necessary information to be of help.

14. What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)

• focusing on what you cannot do to give customers an idea of the magnitude of the problem
• clarifying what customers say after they have finished their explanations*
• interrupting customers with a question to gather more information
• asking customers to paraphrase their explanations
• the use of active listening, with occasional interjections such as “I see” or “I understand”*

15. What are three pieces of information a level one technician should gather from a customer? (Choose three.)

• details of any recent changes to the computer*
• description of the problem*
• output from diagnostic software
• output from a remote connection to the customer computer
• current CMOS settings
• contact information*

16. Which situation would require that a support desk call be given the highest priority?

• A couple of computers have operating system errors.
• The company cannot operate because of a system failure.*
• Some computers cannot log in to the network.
• Two users are requesting an application enhancement.
• A user is requesting a RAM memory upgrade.

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

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

18. In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?

• data in transit between RAM and the CPU*
• data stored on an internal drive
• data stored on an external drive
• data stored on magnetic disks

19. What customer support procedure would likely cause an upset customer to become more upset?

• Ask the customer to do obvious or unnecessary steps.*
• Reiterate that you want to solve the problem.
• Follow a step-by-step approach to solving the problem.
• Apologize for the wait time if there has been no wait time.

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

• flame wars
• online interactions
• Internet slang
• netiquette*

21. When performing computer forensics what is required to prove a chain of custody?

• an admission of guilt
• collected evidence
• proper documentation procedures*
• expert testimony

22. What is a reason to escalate a problem from a level one technician to a level two technician?

• when the equipment needs to be rebooted
• when the screen resolution of a customer PC needs to be adjusted
• when drivers, applications, or operating systems need to be installed*
• when a peripheral device needs to be replaced