ITSP 134 Final Review
Sara receives a call from a customer who just purchased her first computer with
Windows 10 installed. She is having some issues using the new computer and needs
help setting up a printer.
What should Sara do when working with the inexperienced customer? (Select all that
apply.) - ANS--Keep a positive attitude
-Frequently ask the customer what she sees on the screen
-Avoid asking the customer to take steps that might destroy files or settings.
What type of software is used to control a computer? - ANS-Operating system
Henry is sent to work with a customer at the company's satellite branch in another town.
During his visit, he notices that most of the computer users are not following the
corporate guidelines on password safety and are looking at their personal emails, which
is not allowed for security reasons.
What can Henry do about these corporate policy issues? - ANS-Train the employees on
why these issues are security concerns.
Which of the following is not considered good customer service? (Select all that apply.) -
ANS-Disclose the experience on social media
Isaac was assigned to work on a computer in his company's R&D department. While
working on the system, Isaac received several text messages and emails from his
coworkers about another issue in the data center. Isaac answered the text messages as
they came in and finished working on the computer system in the R&D department. The
next day Isaac was called into his supervisor's office. His supervisor told him that he
received a complaint that Isaac was on his phone instead of working on the problem
with the computer.
What should Isaac have done differently to avoid this complaint? - ANS-Avoided
distractions.
Larry wants to upgrade to Windows 10. He will use his computer both at home and at
work and will need to connect to his company's Wi-Fi network to share files over the
network.
Which version of Windows 10 would you recommend to Larry? - ANS-Windows 10 Pro
,John recently upgraded from Windows 8.1 to Windows 10, after the upgrade is
complete, on the right-hand side of his desktop there is a new area that contains a way
to toggle several Windows features on and off, access the Settings app, and view
notifications.
What is this area called in Windows 10? - ANS-Action Center
Derek is working at the help desk when he receives a call from a client about an issue
with the company's email. The customer is very upset about the email issue. He is
complaining about the email service and the IT department in general.
What should Derek do to defuse the situation? - ANS-Let the customer vent and then
restart the conversation
In Windows 10, you can find this user-friendly interface to access numerous Windows
settings? What is the name of this user-friendly interface? - ANS-Settings app
Andrew is researching a new operating system for the computers at his workplace. His
boss wants the computers to be able to connect to the cloud and thus have security in
case the laptops are stolen.
What version of Windows 8.1 does not have the ability to lock the hard drive so that it is
unusable if removed from a laptop? - ANS-Window 8.1 Core
Patrick is working on a computer that is having wireless network connectivity issues.
Patrick decides that he needs to take the laptop with him to repair it and then return it to
the user. While Patrick is replacing the wireless network card, he receives a phone call
from the user. The user wants to know where the laptop is because he is leaving on a
business trip that day and needs the computer.
What should Patrick have done to avoid this situation? - ANS-Offered the user different
repair options.
Manuel is working on a project in Visual Studio. He wants to keep this program showing
on the entire desktop, but he also needs to have several other applications open so that
he can research the project.
What feature in Windows 10 will allow Manuel to view Visual Studio on the full desktop
and have other applications open at the same time? - ANS-Task view
, What is the maximum amount of memory supported by a 32-bit Windows operating
system? - ANS-4GB
Jerry is working at the desk of a client in the marketing department of his company. The
client thinks that the problem is the video card, because he has a computer at home
with the same problem. The client explains to Jerry that when he fixed the problem, he
had to reseat the video card.
What should Jerry do when dealing with the client? (Select all that apply.) -
ANS--Compliment the client on his knowledge.
-Ask the client to backtrack to see what things he tried in order to fix the computer.
-Check the simple things first to make sure you do not miss anything.
When working with customers, you should always try to keep a positive attitude.
Why is it important to maintain a positive attitude when working with customers? -
ANS-Helps to establish a good customer relationship.
John is trying to find everything on his computer associated with a new application that
he downloaded.
Is it true or false that when using the search box in Windows 10, you can search for an
app or a file or search for its name on the web? - ANS-True
Wanda wants to find some basic information about her computer, for example, what
operating system and how much RAM are installed on her computer.
Where can Wanda find this information quickly in Windows 10? - ANS-System window
What term describes one or more characters following the last period in a filename,
such as .exe, .txt, or .avi? - ANS-File extension
Lane is very nervous about going to visit the person on his help desk ticket. There are
several notes from senior technicians about the client, and most of the notes are about
how difficult she is to deal with.
What advice can you give Lane for dealing with this difficult client? (Select all that
apply.) - ANS--Try not to argue with her or be defensive.
-When talking with her, use clarifying statements to show her you understand the
problem.
-Don't dismiss what she says the problem might be.
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