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Quiz

Cisco Final

Rene Pfister 105 Fragen Aktualisiert am 8 Jun 2016

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  1. 1Which statement is true about the use of an antistatic wrist strap?
    1. AAn antistatic wrist strap should not be used in conjunction with an antistatic mat.
    2. BFor optimum grounding, the clip should be attached to a painted section of the computer case.
    3. CThe metal part of the wrist strap should not make contact with your skin.
    4. DAn antistatic wrist strap should not be worn when repairing a power supply.
  2. 2Which action can reduce the risk of ESD damage when computer equipment is being worked on?
    1. Aworking on a grounded antistatic mat
    2. Blowering the humidity level in the work area
    3. Cmoving cordless phones away from the work area
    4. Dkeeping the computer plugged into a surge protector
  3. 3A 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?
    1. ARefer the angry customer to a supervisor.
    2. BAdvise the customer that the requested technician is out of the office and insist on trying to resolve the problem.
    3. CMake an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.
    4. DIgnore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.
  4. 4What approach should a technician take when receiving a call from a stressed customer?
    1. AAsk the customer to telephone back when the customer is feeling less stressed.
    2. BAsk the customer to hold, and then wait five minutes for the customer to calm down.
    3. CTry to establish a rapport with the customer.
    4. DTransfer the customer to a level-two technician who will ask the customer to explain the problem again.
  5. 5A 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?
    1. ATell the customer to install 2 GB of DDR3 PC3-10600 RAM.
    2. BExplain that the original technician is no good and the supervisor will be told.
    3. CSuggest that the customer purchase a new computer.
    4. DConfirm the issues and give detailed instructions to solve the problem.
  6. 6A 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?
    1. AExplain to the customer that it is a simple task and ask the customer to try it again.
    2. BAsk the customer to find someone with more experience to perform the task.
    3. CTell the customer that another technician will explain the task .
    4. DDetermine whether the customer would prefer to receive the instructions in another form, such as emailed, illustrated written instructions.
  7. 7What two actions are appropriate for a support desk technician to take when assisting customers? (Choose two.)
    1. AInterrupt customers if they start to solve their own problems.
    2. BComfort a customer by minimizing the customer problem.
    3. CLet a customer finish talking before asking additional questions.
    4. DIf you have to put the customer on hold, ask the customer for permission.
    5. EAs soon as you detect customer anger, pass the angry customer to the next level.
  8. 8A user has installed a new printer. Which two pieces of information about the printer operation are provided by printing a test page from the computer? (Choose two.)
    1. Aconfirmation that the color calibration is optimized
    2. Bverification of print spool settings
    3. Cconfirmation that duplex (double-sided) printing is working correctly
    4. Dverification that driver software is working correctly
    5. Econfirmation that printer and computer are communicating
  9. 9Which two procedures should be done before performing preventive maintenance on a laptop? (Choose two.)
    1. AAttach any devices that are normally used as part of daily operations.
    2. BVerify that all drivers are current.
    3. CEnsure the BIOS is the latest version.
    4. DDisconnect the AC adapter.
    5. ERemove the battery.
    6. FEnsure the latest operating system updates have been applied.
  10. 10What is a typical task performed by a level one technician in a call center?
    1. Agathering information when a customer calls for help
    2. Bsolving the problem that might require opening up the computer case
    3. Cusing remote access software to troubleshoot the customer computer
    4. Dpicking up an escalated work order and calling the customer for further information

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Beschreibung
Quiz am Cisco Final, erstellt von Rene Pfister am 30/05/2016.
Sprache
Deutsch
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30
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Erstellt am 30 Mai 2016 · aktualisiert am 8 Jun 2016
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