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During computer forensics investigations, which type of data is lost when power is removed from the computer?
data that is stored in RAM
data that is stored on magnetic disk
What is considered ethical behavior by a technician when communicating with a customer?
A technician can send mass emails to customers.
A technician must only send solicited emails.
Which task would require that a problem be escalated to a level two technician?
changing CMOS settings
checking loose external cables
Which two actions would be considered examples of poor communication skills when dealing with a customer? (Choose two.
Explain the purpose of transferring the call to another technician.
Make negative remarks about other technicians.
Minimize customer problems
What skill is essential for a level one technician to have?
the ability to gather relevant information from the customer and pass it to the level two technician so it can be entered into the work order
the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order
What is the definition of the term SLA?
legal agreement that contains the responsibilities and liabilities of the service provider
an acronym for stress level agreement
What does a technician need in order to make changes to software installed on the computer of a customer?
the authorization of a more senior technician
Which subject area describes collecting and analyzing data from computer systems, networks, and storage devices, as part of an investigation of alleged illegal activity?
What does it mean when a technician receives a "down" call?
call between a technician and a customer that was interrupted abruptly
a call where a significant part of the IT infrastructure is down, affecting the ability of the company to do business
Which statement best describes a call center?
It is a place to provide computer support to customers.
is a help desk used by customers to make an appointment to report their computer problems.
It is a busy, fast-paced work environment that documents computer problems once they have been repaired by technicians.