IT ESSENTIALS. FINAL EXAM
QUESTIONS & ANSWERS 2023/2024
Which power criterion will affect the number of internal drives that are installed in a computer? -
ANSWER-power supply wattage
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? - ANSWER-an available PATA/SATA
connection
Why do laptop computers use CPU throttling techniques? - ANSWER-to reduce the heat that the CPU
may generate
Which step is critical in selecting and installing multiple cooling fans for a PC case? - ANSWER-Make sure
they provide the same amount of air flow.
Which statement is true about DDR2 and DDR3 RAM modules? - ANSWER-They use different types of
DIMM slots on the motherboard.
To avoid electromagnetic interference, which type of equipment should a technician route copper
network cables away from? - ANSWER-electric motors
Which statement is true about the use of an antistatic wrist strap? - ANSWER-An antistatic wrist strap
should not be worn when repairing a power supply.
Which are two potential risks to a mobile device that could result from rooting or jailbreaking the
device? (Choose two.) - ANSWER-1. A custom OS enables user access to the root directory
2. A custom OS may not properly create or maintain sandboxing features.
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? -
, 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 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? - ANSWER-Listen to the complaint and then apologize
for any inconvenience caused by the lengthy service on the computer.
What two actions are appropriate for a support desk technician to take when assisting customers?
(Choose two.) - ANSWER-1. Let a customer finish talking before asking additional questions.
2. If you have to put the customer on hold, ask the customer for permission.
In which circumstance should a level one technician initiate an escalated work order? - ANSWER-when a
problem requires expertise from another technician
Which two interface types make it possible to attach different external components to laptops and
desktops without powering the computer off? (Choose two.) - ANSWER-1. FireWire
2. USB
Which motherboard feature controls the amount of data that a CPU transfers at one time? - ANSWER-
front side bus
What laptop component converts DC power to AC so that the display can illuminate? - ANSWER-inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the
technician take before installing the headset? (Choose two.) - ANSWER-1. Enable Bluetooth in BIOS
Setup.
2. Ensure that the laptop Bluetooth switch is enabled.
Which statement correctly compares the characteristics of coaxial cable with twisted-pair cable? -
ANSWER-Coaxial cable is physically more difficult to install than UTP cable.
QUESTIONS & ANSWERS 2023/2024
Which power criterion will affect the number of internal drives that are installed in a computer? -
ANSWER-power supply wattage
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? - ANSWER-an available PATA/SATA
connection
Why do laptop computers use CPU throttling techniques? - ANSWER-to reduce the heat that the CPU
may generate
Which step is critical in selecting and installing multiple cooling fans for a PC case? - ANSWER-Make sure
they provide the same amount of air flow.
Which statement is true about DDR2 and DDR3 RAM modules? - ANSWER-They use different types of
DIMM slots on the motherboard.
To avoid electromagnetic interference, which type of equipment should a technician route copper
network cables away from? - ANSWER-electric motors
Which statement is true about the use of an antistatic wrist strap? - ANSWER-An antistatic wrist strap
should not be worn when repairing a power supply.
Which are two potential risks to a mobile device that could result from rooting or jailbreaking the
device? (Choose two.) - ANSWER-1. A custom OS enables user access to the root directory
2. A custom OS may not properly create or maintain sandboxing features.
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? -
, 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 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? - ANSWER-Listen to the complaint and then apologize
for any inconvenience caused by the lengthy service on the computer.
What two actions are appropriate for a support desk technician to take when assisting customers?
(Choose two.) - ANSWER-1. Let a customer finish talking before asking additional questions.
2. If you have to put the customer on hold, ask the customer for permission.
In which circumstance should a level one technician initiate an escalated work order? - ANSWER-when a
problem requires expertise from another technician
Which two interface types make it possible to attach different external components to laptops and
desktops without powering the computer off? (Choose two.) - ANSWER-1. FireWire
2. USB
Which motherboard feature controls the amount of data that a CPU transfers at one time? - ANSWER-
front side bus
What laptop component converts DC power to AC so that the display can illuminate? - ANSWER-inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the
technician take before installing the headset? (Choose two.) - ANSWER-1. Enable Bluetooth in BIOS
Setup.
2. Ensure that the laptop Bluetooth switch is enabled.
Which statement correctly compares the characteristics of coaxial cable with twisted-pair cable? -
ANSWER-Coaxial cable is physically more difficult to install than UTP cable.
