A call center technician answers a call from a frequent customer who is known to be
impatient and lacks experience with computers. The customer has an issue with an
application that the call center supports. The customer informs the technician that
the problem had been reported before but the original technician was rude, did not
listen, and did not fix the problem. If the technician is confident that the problem can
be resolved by increasing the amount of memory in the computer, what should the
technician do? - correct answer-Confirm the issues and give detailed instructions to
solve the problem.
A call center technician has asked a customer to perform a simple operation to fix a
problem on a computer. The customer seems unable to perform the task. What
should the technician do? - correct answer-Determine whether the customer would
prefer to receive the instructions in another form, such as emailed, illustrated written
instructions.
A computer can access devices on the same network but cannot access devices on
other networks. What is the probable cause of this problem? - correct answer-The
computer has an invalid default gateway address.
A computer has been assigned an IP address of 169.254.33.16. What command
could be used to force the computer to request an IP address again? - correct
answer-ipconfig /release
A computer technician performed a number of actions to correct a problem. Some
actions did not solve the problem, but eventually a solution was found. What should
be documented? - correct answer-everything that was done to try to solve the
problem
, A computer user has a USB 3.0 thumb drive. What USB port or ports could be used
to attach the drive to the PC? - correct answer-any USB 1.1, 2.0, or 3.0 port
A customer is upset and wants to speak to a specific technician to resolve a problem
immediately. The requested technician is away from the office for the next hour.
What is the best way to handle this call? - correct answer-Make an offer to help the
customer immediately, and advise the customer that otherwise the requested
technician will call the customer back within two hours.
A customer needs additional storage space on an older computer. What will the
technician look at in the computer to determine if an additional hard drive can be
added? - correct answer-an available PATA/SATA connection
A customer needs to purchase a new power supply for a computer. What must be
considered when selecting an appropriate power supply? - correct answer-The
power supply has sufficient wattage to support all components inside the computer.
A network administrator has finished migrating from a peer-to-peer network to a new
client-server network configuration. What are two advantages of the new
configuration? (Choose two.) - correct answer-• Data is more secure in the event of
hardware failures
• Data resources and access are centrally controlled.
A student enables file sharing on a laptop so that a friend can access music files.
Which type of service is being configured? - correct answer-peer-to-peer
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