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Chapter 11 Review
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Questions in this quiz (22)
1Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)
- AContact a first responder.
- BConfront the customer immediately.
- CShut down the computer until authorities arrive.
- DDocument as much information as possible.
- ERemove and destroy the hard drive.
2What is the definition of cyber law?
- Aa single law defining criminal acts that are committed online
- Ba contract that defines expectations between and organization and IT service vendors for an agreed upon level of support
- Cthe process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
- Dthe collection of international, country, and local laws that affect computer security professionals
3When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
- Aidentity theft
- Bcopying of copyrighted materials
- Cevidence tampering
- Dcyber crime
4During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?
- ASend this information to the manager of the customer.
- BBack up the information just in case the customer needs it some day.
- CDocument all information in a log file.
- DSend this information to the technician manager.
- EKeep it confidential.
5Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?
- ASend the file as it is to the level two technician.
- BDeliver the file in printed format only.
- CReplace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.
- DThis file should not be shared with the level two technician.
6What are two sections that are usually included in an SLA? (Choose two.)
- Asupported equipment and software
- Bhome contact information of the technician
- Cservice provider part suppliers
- Dtime of service availability
- Econtact information of other clients
7Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
- AThe technician should contact the customer if the technician is going to be late for a follow-up appointment.
- BThe technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
- CThe technician should be sure to treat all customers equally.
- DIf a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
- EIf a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.
8Which statement describes a best practice related to time management?
- AThe technician can take the call of another technician, even without permission to do so.
- BThe technician should give better service to a customer for whom the technician feels more sympathy.
- CThe technician should take the easier calls first, regardless of the urgency.
- DThe technician should make sure to call the customer back as close to the callback time as possible.
9Which two statements are correct about level one and level two technicians? (Choose two.)
- ALevel two technicians usually respond to the “down calls” as they may be able to resolve them faster.
- BLevel one technicians usually work on the problems that require opening up the computer case.
- CLevel two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”
- DLevel two technicians are usually more knowledgeable about technology than the level one technicians are.
- ELevel two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.
10What should a level two technician do immediately after receiving an escalated work order from a level one technician?
- ACall the customer back to ask any additional questions and resolve the problem.
- BCall the level one technician and ask questions about the problem.
- CDocument suggestions to solve the problem in the work order and return it to the level one technician.
- DSend the work order to a level three technician and ask for support.
11A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)
- AUse technical terms to determine the level of knowledge the customer possesses.
- BAllow the customer to speak without interruption.
- CPersonalize the call by periodically asking questions unrelated to the computer problem.
- DRefer to the customer by name whenever possible.
- EAsk only closed-ended questions.
12What is the correct way to conduct a telephone call to troubleshoot a computer problem?
- AAlways gather information from the customer and escalate the problem.
- BAsk personal questions to get better acquainted with the customer.
- CExplain each step to help the customer understand the troubleshooting process.
- DMaintain professional behavior at all times.
13A technician receives a call from a customer who is too talkative. How should the technician handle the call?
- APolitely step in and gain control of the call by asking the customer social questions.
- BAllow the customer to speak without interruption and then try to use closed-ended questions to gather data.
- CUse open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
- DTalk over the customer and quickly gather the necessary information to be of help.
14What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
- Afocusing on what you cannot do to give customers an idea of the magnitude of the problem
- Bclarifying what customers say after they have finished their explanations
- Cinterrupting customers with a question to gather more information
- Dasking customers to paraphrase their explanations
- Ethe use of active listening, with occasional interjections such as “I see” or “I understand”
15What are three pieces of information a level one technician should gather from a customer? (Choose three.)
- Adetails of any recent changes to the computer
- Bdescription of the problem
- Coutput from diagnostic software
- Doutput from a remote connection to the customer computer
current CMOS settings - Econtact information
16Which situation would require that a support desk call be given the highest priority?
- AA couple of computers have operating system errors.
- BThe company cannot operate because of a system failure.
- CSome computers cannot log in to the network.
- DTwo users are requesting an application enhancement.
- EA user is requesting a RAM memory upgrade.
17Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)
- Asolid state drives
- BCPU registers
- CRAM
- Dhard disk drives
- Ecache
18In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?
- Adata in transit between RAM and the CPU
- Bdata stored on an internal drive
- Cdata stored on an external drive
- Ddata stored on magnetic disks
19What customer support procedure would likely cause an upset customer to become more upset?
- AAsk the customer to do obvious or unnecessary steps.
- BReiterate that you want to solve the problem.
- CFollow a step-by-step approach to solving the problem.
- DApologize for the wait time if there has been no wait time.
20What name is given to a certain set of general rules that apply to written communication over the Internet?
- Aflame wars
- Bonline interactions
- CInternet slang
- Dnetiquette
21When performing computer forensics what is required to prove a chain of custody?
- Aan admission of guilt
- Bcollected evidence
- Cproper documentation procedures
- Dexpert testimony
22What is a reason to escalate a problem from a level one technician to a level two technician?
- Awhen the equipment needs to be rebooted
- Bwhen the screen resolution of a customer PC needs to be adjusted
- Cwhen drivers, applications, or operating systems need to be installed
- Dwhen a peripheral device needs to be replaced
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