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IT Essentials (Version 8.0) Chapter 14 Exam Answers
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IT Essentials (ITE v6.0 + v7.0) Chapter 14 Test Online
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Question 1 of 30
1. Question
1 pointsWhat is a common responsibility of a level one call center technician?Correct
Incorrect
Hint
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 2 of 30
2. Question
1 pointsWhich two programming languages require the program to be converted into executable code using a compiler? (Choose two.)Correct
Incorrect
Hint
Compiled languages like C, C++, C#, and Java need to be converted into executable code using a compiler. -
Question 3 of 30
3. Question
1 pointsA programmer used an operator to compare values within a program and the resulting logical data type was “false”. Which test condition would have provided the result of “false”?Correct
Incorrect
Hint
== represents equal != represents not equal < represents less than > represents greater than <=r epresents less than or equal to >= represents greater than or equal to Because 8 is equal to 8, and the != operator is used, the resulting output is “false”. -
Question 4 of 30
4. Question
1 pointsWhat is the definition of a script file?Correct
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Hint
A script file is a simple text file written in a form of scripting languages to automate processes and tasks on various operating systems. The commands can be entered on the command line one at a time. A script file, however, provides a more effective way to execute multiple commands. -
Question 5 of 30
5. Question
1 pointsA system administrator needs to perform manual updates on a remote Linux workstation using a Windows 10 PC. Which remote access tool should the administrator use to securely access and configure the Linux device across the network?Correct
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Hint
The Windows administrator should use Secure Shell (SSH) TCP port 22. SSH allows the administrator to connect remotely and securely to the Linux workstation in order to safely authenticate and then perform updates on the workstation. -
Question 6 of 30
6. Question
1 pointsA technician is attempting to securely configure a Linux web server on the public-facing side of the firewall. What port type and number are most likely required to be open on the firewall to allow this traffic through?Correct
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Hint
Secure Shell (SSH) is a secure remote service that encrypts the entire session. The port number for SSH is TCP port 22. -
Question 7 of 30
7. Question
1 pointsA worker in the records department of a hospital in the United States accidentally sends a patient’s medical record to a printer in another department. When the worker arrives at the printer, the patient record printout is missing. Which two types of compliance standards best match the breach of confidentiality? (Choose two.)Correct
Incorrect
Hint
Both protected Health Information (PHI) and Electronic Protected Health Information (ePHI) includes patient name, addresses, visiting dates and more. The Health Insurance Portability and Accountability Act (HIPAA) regulates and provides severe penalties for breaches of PHI and ePHI. -
Question 8 of 30
8. Question
1 pointsWhat are two examples of personally identifiable information (PII)? (Choose two.)Correct
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Hint
Personally identifiable information (PII) is any data that could potentially identify and track a specific individual. A credit card number and street address are the best examples of PII. -
Question 9 of 30
9. Question
1 pointsWhat is the definition of cyber law?Correct
Incorrect
Hint
Cyber law describes the collection of international, regional, country, and state laws that affect computer security professionals. -
Question 10 of 30
10. Question
1 pointsWhat is a characteristic of the open source license of an application software?Correct
Incorrect
Hint
An open source license is a copyright license for software that allows developers to modify and share the source code that runs the software. Open source software could be free to use or require purchase. In either case, users have access to the source code. Open source software could be used as personal software or deployed enterprise wide. User registration is an encouraged optional feature. -
Question 11 of 30
11. Question
1 pointsWhich statement is characteristic of most personal software licenses?Correct
Incorrect
Hint
Most personal software licenses allow a user to run the software on only one PC. Some personal software licenses allow a user to copy the software onto multiple PCs. These licenses usually specify that the copies cannot be run at the same time. Some personal software licenses are for commercial products that require purchase. There are personal software licenses for open source software that are free to use. Personal software licenses are intended for personal use of the product. Software to be deployed campus wide needs site licenses or enterprise licenses. -
Question 12 of 30
12. Question
1 pointsWhat two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)Correct
Incorrect
Hint
When dealing with an angry customer a technician can help the customer focus on the problem by:Letting the customer explain the problem without interruption Sympathizing with the customer Apologizing for inconvenience The technician should avoid further angering the customer by:Putting the customer on hold Explaining what caused the problem -
Question 13 of 30
13. Question
1 pointsA technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do?Correct
Incorrect
Hint
On discovering illegal activity on a PC, the technician should report it through the proper channels as per company policy. -
Question 14 of 30
14. Question
1 pointsA support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?Correct
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Hint
The three rules to remember at the beginning of a conversation with a customer are these:Know your customer Create a one to one connection with your customer. Understand the knowledge level of your customer -
Question 15 of 30
15. Question
1 pointsA customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?Correct
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Hint
When dealing with an angry customer, listen and without interrupting let the customer explain the problem. Show sympathy. Apologize for the problem and its inconvenience. -
Question 16 of 30
16. Question
1 pointsWhich task would require that a problem be escalated to a level two technician?Correct
Incorrect
Hint
Straightforward tasks such as cleaning the mouse, changing printer toner, and checking cables can be managed by a level one technician. Typically, more complex tasks such as changing CMOS settings and running diagnostic software would be escalated to a level two technician. -
Question 17 of 30
17. Question
1 pointsA technician receives a call from a customer who is too talkative. How should the technician handle the call?Correct
Incorrect
Hint
If a customer is too talkative, the technician should not interrupt the customer but attempt to regain control of the call by asking closed ended questions after customer is through speaking. -
Question 18 of 30
18. Question
1 pointsWhat should a level two technician do immediately after receiving an escalated work order from a level one technician?Correct
Incorrect
Hint
When a problem cannot be resolved within a predetermined amount of time, the level one technician prepares an escalated work order. The level two technician receives the escalated work order with the description of the problem. The level two technician then calls the customer back to ask any additional questions and resolve the problem. -
Question 19 of 30
19. Question
1 pointsWhich two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)Correct
Incorrect
Hint
There are rules that call centers generally use to cover the daily activities of their employees. These rules are designed to ensure that there is always adequate coverage for incoming calls, and that the customer is not unduly inconvenienced when working with the call center employees. A high rate of customer satisfaction is always a primary goal of any call center. -
Question 20 of 30
20. Question
1 pointsWhat does a technician need in order to make changes to software installed on the computer of a customer?Correct
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Hint
To make any changes to a computer, a technician needs authorization from the customer. The presence of either another technician or other witnesses does not entitle the technician to either install or modify software, even if it is legal. -
Question 21 of 30
21. Question
1 pointsWhich is true regarding the treatment of customer property?Correct
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Hint
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 22 of 30
22. Question
1 pointsDuring computer forensics investigations, which type of data is lost when power is removed from the computer?Correct
Incorrect
Hint
Volatile data that is contained in cache, RAM, and CPU registers is lost when power is removed from the computer. -
Question 23 of 30
23. Question
1 pointsWhy is a chain of custody important in a cyber crime case?Correct
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Hint
Evidence must be authenticated before it can be admitted in court. A chain of custody helps to authenticate the evidence by preventing tampering. -
Question 24 of 30
24. Question
1 pointsWhen performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?Correct
Incorrect
Hint
A chain of custody created with accurate documentation can prevent evidence tampering so that the integrity of the evidence can be assured. -
Question 25 of 30
25. Question
1 pointsWhich statement best describes a call center?Correct
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Hint
A call center is a place that customers call to report problems with software or hardware. It may be an independent business that sells computer support as a service or it may exist within a company and offer service to both employees of the company and outside customers that use company products. -
Question 26 of 30
26. Question
1 pointsWhat is a typical task performed by a level one technician in a call center?Correct
Incorrect
Hint
The primary responsibility of a level one technician is to gather information from the customer. The level one technician needs to accurately enter all the information into the work order. When the problems are very simple to resolve, a level one technician can take care of these without escalating the work order. However, when a problem requires the expertise of a level two technician, the level one technician initiates an escalated work order so that a level two technician will be involved to solve the problem. -
Question 27 of 30
27. Question
1 pointsWhat is a reason to escalate a problem from a level one technician to a level two technician?Correct
Incorrect
Hint
A technician should always follow company policies for problem escalation, but in general a problem should be escalated to a level two technician anytime it involves an advanced procedure that could cause serious damage to user equipment, data loss, or cause a widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an issue effectively, the issue should be escalated to a level two technician. -
Question 28 of 30
28. Question
1 pointsWhich change management process component is concerned with the cost and resources necessary for implementation?Correct
Incorrect
Hint
There are several change management process components that help changes, installations, and upgrades go more easily. The assessment component identifies the business processes that are affected and the costs and resources required. -
Question 29 of 30
29. Question
1 pointsWhich type of documentation is concerned with specifying what data must be collected and how long it must be retained in regards to an organization?Correct
Incorrect
Hint
There are four broad categories of IT documentation: policies, operations, projects, and user documentation. Policy documentation is concerned with regulatory compliance with local, state, and federal regulations. -
Question 30 of 30
30. Question
1 pointsWhich are two examples of good customer service? (Choose two.)Correct
Incorrect
Hint
Good customer service means meeting or exceeding customer expectations. Customers expect service technicians to be on time and to communicate if they will be late. Customers also appreciate a follow up communication after service is rendered.
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