547575
Description
Quiz by carter.holland-p, updated more than 1 year ago
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Created by carter.holland-p
over 10 years ago
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Question 1
Question
During computer forensics investigations, which type of data is lost when power is removed from the computer?
Answer
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data that is stored in RAM
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data that is stored on magnetic disk
Question 2
Question
What is considered ethical behavior by a technician when communicating with a customer?
Answer
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A technician can send mass emails to customers.
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A technician must only send solicited emails.
Question 3
Question
Which task would require that a problem be escalated to a level two technician?
Answer
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changing CMOS settings
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checking loose external cables
Question 4
Question
Which two actions would be considered examples of poor communication skills when dealing with a customer? (Choose two.
Answer
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Explain the purpose of transferring the call to another technician.
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Make negative remarks about other technicians.
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Minimize customer problems
Question 5
Question
What skill is essential for a level one technician to have?
Answer
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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
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the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order
Question 6
Question
What is the definition of the term SLA?
Answer
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legal agreement that contains the responsibilities and liabilities of the service provider
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an acronym for stress level agreement
Question 7
Question
What does a technician need in order to make changes to software installed on the computer of a customer?
Answer
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customer authorization
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the authorization of a more senior technician
Question 8
Question
Which subject area describes collecting and analyzing data from computer systems, networks, and storage devices, as part of an investigation of alleged illegal activity?
Answer
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computer forensics
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cyber law
Question 9
Question
What does it mean when a technician receives a "down" call?
Answer
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call between a technician and a customer that was interrupted abruptly
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a call where a significant part of the IT infrastructure is down, affecting the ability of the company to do business
Question 10
Question
Which statement best describes a call center?
Answer
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It is a place to provide computer support to customers.
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is a help desk used by customers to make an appointment to report their computer problems.
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It is a busy, fast-paced work environment that documents computer problems once they have been repaired by technicians.
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