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Question 1 of 22
1. Question
1 pointsWhich 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.)Correct
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Question 2 of 22
2. Question
1 pointsWhat is the definition of cyber law?Correct
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Question 3 of 22
3. Question
1 pointsWhen performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?Correct
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Question 4 of 22
4. Question
1 pointsDuring the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?Correct
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Question 5 of 22
5. Question
1 pointsRefer 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?Correct
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Question 6 of 22
6. Question
1 pointsWhat are two sections that are usually included in an SLA? (Choose two.)Correct
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Question 7 of 22
7. Question
1 pointsWhich two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)Correct
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Question 8 of 22
8. Question
1 pointsWhich statement describes a best practice related to time management?Correct
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Question 9 of 22
9. Question
1 pointsWhich two statements are correct about level one and level two technicians? (Choose two.)Correct
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Question 10 of 22
10. Question
1 pointsWhat should a level two technician do immediately after receiving an escalated work order from a level one technician?Correct
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Question 11 of 22
11. Question
1 pointsA customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)Correct
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Question 12 of 22
12. Question
1 pointsWhat is the correct way to conduct a telephone call to troubleshoot a computer problem?Correct
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Question 13 of 22
13. Question
1 pointsA technician receives a call from a customer who is too talkative. How should the technician handle the call?Correct
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Question 14 of 22
14. Question
1 pointsWhat are two examples of displaying professional communication skills while talking to a customer? (Choose two.)Correct
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Question 15 of 22
15. Question
1 pointsWhat are three pieces of information a level one technician should gather from a customer? (Choose three.)Correct
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Question 16 of 22
16. Question
1 pointsWhich situation would require that a support desk call be given the highest priority?Correct
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Question 17 of 22
17. Question
1 pointsWhich two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)Correct
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Question 18 of 22
18. Question
1 pointsIn a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?Correct
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Question 19 of 22
19. Question
1 pointsWhat customer support procedure would likely cause an upset customer to become more upset?Correct
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Question 20 of 22
20. 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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Question 21 of 22
21. Question
1 pointsWhen performing computer forensics what is required to prove a chain of custody?Correct
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Question 22 of 22
22. Question
1 pointsWhat is a reason to escalate a problem from a level one technician to a level two technician?Correct
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