547575
Description
Quiz by carter.holland-p, updated more than 1 year ago
|
Created by carter.holland-p
about 10 years ago
|
|
Question 1
Question
During computer forensics investigations, which type of data is lost when power is removed from the computer?
Answer
-
data that is stored in RAM
-
data that is stored on magnetic disk
Question 2
Question
What is considered ethical behavior by a technician when communicating with a customer?
Answer
-
A technician can send mass emails to customers.
-
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
-
changing CMOS settings
-
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
-
Explain the purpose of transferring the call to another technician.
-
Make negative remarks about other technicians.
-
Minimize customer problems
Question 5
Question
What skill is essential for a level one technician to have?
Answer
-
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
Question 6
Question
What is the definition of the term SLA?
Answer
-
legal agreement that contains the responsibilities and liabilities of the service provider
-
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
-
customer authorization
-
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
-
computer forensics
-
cyber law
Question 9
Question
What does it mean when a technician receives a "down" call?
Answer
-
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
Question 10
Question
Which statement best describes a call center?
Answer
-
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.
Want to create your own Quizzes for free with GoConqr? Learn more.