Which situation would require that a support desk call be given the highest priority?

• 1. 

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  • What is considered ethical behavior by a technician when communicating with a customer select one?
  • What action should a technician avoid when dealing with a talkative customer select one?
  • What two roles or tasks are associated with the level one technician choose?

  Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? 

  • A. 

    Contact a first responder.

  • B. 

    Confront the customer immediately.

  • C. 

    Shut down the computer until authorities arrive.

  • D. 

    Document as much information as possible.

  • E. 

    Remove and destroy the hard drive.

• 2. 

  What is the definition of cyber law?

  • A. 

    A single law defining criminal acts that are committed online

  • B. 

    A contract that defines expectations between and organization and IT service vendors for an agreed upon level of support

  • C. 

    The process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices

  • D. 

    The collection of international, country, and local laws that affect computer security professionals

• 3. 

  When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?

  • A. 

    Identity theft

  • B. 

    Copying of copyrighted materials

  • C. 

    Evidence tampering

  • D. 

    Cyber crime

• 4. 

  During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician does with this information?

  • A. 

    Send this information to the manager of the customer.

  • B. 

    Back up the information just in case the customer needs it some day.

  • C. 

    Document all information in a log file.

  • D. 

    Send this information to the technician manager.

  • E. 

    Keep it confidential.

• 5. 

  

  Refer 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?

  • A. 

    Send the file as it is to the level two technician.

  • B. 

    Deliver the file in printed format only.

  • C. 

    Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.

  • D. 

    This file should not be shared with the level two technician.

• 6. 

  What are two sections that are usually included in an SLA? 

  • A. 

    Supported equipment and software

  • B. 

    Home contact information of the technician

  • C. 

    Service provider part suppliers

  • D. 

    Time of service availability

  • E. 

    Contact information of other clients

• 7. 

  Which two rules pertain to the general daily activities of employees in a call center environment? 

  • A. 

    The technician should contact the customer if the technician is going to be late for a follow-up appointment.

  • B. 

    The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.

  • C. 

    The technician should be sure to treat all customers equally.

  • D. 

    If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.

  • E. 

    If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.

• 8. 

  Which statement describes a best practice related to time management?

  • A. 

    The technician can take the call of another technician, even without permission to do so.

  • B. 

    The technician should give better service to a customer for whom the technician feels more sympathy.

  • C. 

    The technician should take the easier calls first, regardless of the urgency.

  • D. 

    The technician should make sure to call the customer back as close to the callback time as possible.

• 9. 

  Which two statements are correct about level one and level two technicians?

  • A. 

    Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.

  • B. 

    Level one technicians usually work on the problems that require opening up the computer case.

  • C. 

    Level two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”

  • D. 

    Level two technicians are usually more knowledgeable about technology than the level one technicians are.

  • E. 

    Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.

• 10. 

  What should a level two technician do immediately after receiving an escalated work order from a level one technician?

  • A. 

    Call the customer back to ask any additional questions and resolve the problem.

  • B. 

    Call the level one technician and ask questions about the problem.

  • C. 

    Document suggestions to solve the problem in the work order and return it to the level one technician.

  • D. 

    Send the work order to a level three technician and ask for support.

• 11. 

  A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? 

  • A. 

    Use technical terms to determine the level of knowledge the customer possesses.

  • B. 

    Allow the customer to speak without interruption.

  • C. 

    Personalize the call by periodically asking questions unrelated to the computer problem.

  • D. 

    Refer to the customer by name whenever possible.

  • E. 

    Ask only closed-ended questions.

• 12. 

  What is the correct way to conduct a telephone call to troubleshoot a computer problem?

  • A. 

    Always gather information from the customer and escalate the problem.

  • B. 

    Ask personal questions to get better acquainted with the customer.

  • C. 

    Explain each step to help the customer understand the troubleshooting process.

  • D. 

    Maintain professional behavior at all times.

• 13. 

  A technician receives a call from a customer who is too talkative. How should the technician handle the call?

  • A. 

    Politely step in and gain control of the call by asking the customer social questions.

  • B. 

    Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

  • C. 

    Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.

  • D. 

    Talk over the customer and quickly gather the necessary information to be of help.

• 14. 

  What are two examples of displaying professional communication skills while talking to a customer? 

  • A. 

    Focusing on what you cannot do to give customers an idea of the magnitude of the problem

  • B. 

    Clarifying what customers say after they have finished their explanations

  • C. 

    Interrupting customers with a question to gather more information

  • D. 

    The use of active listening, with occasional interjections such as “I see” or “I understand”

  • E. 

    Asking customers to paraphrase their explanations

• 15. 

  What are three pieces of information a level one technician should gather from a customer? 

  • A. 

    Details of any recent changes to the computer

  • B. 

    Description of the problem

  • C. 

    Output from diagnostic software

  • D. 

    Output from a remote connection to the customer computer

  • E. 

    Current CMOS settings

  • F. 

    Contact information

• 16. 

  Which situation would require that a support desk call be given the highest priority?

  • A. 

    A couple of computers have operating system errors.

  • B. 

    The company cannot operate because of a system failure.

  • C. 

    Some computers cannot log in to the network.

  • D. 

    Two users are requesting an application enhancement.

  • E. 

    A user is requesting a RAM memory upgrade.

• 17. 

  Which two data storage locations contain persistent data that can be used by computer forensics specialists? 

  • A. 

    Solid state drives

  • B. 

    CPU registers

  • C. 

    RAM

  • D. 

    Hard disk drives

  • E. 

    Cache

• 18. 

  In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?

  • A. 

    Data in transit between RAM and the CPU

  • B. 

    Data stored on an internal drive

  • C. 

    Data stored on an external drive

  • D. 

    Data stored on magnetic disks

• 19. 

  What customer support procedure would likely cause an upset customer to become more upset?

  • A. 

    Ask the customer to do obvious or unnecessary steps.

  • B. 

    Reiterate that you want to solve the problem.

  • C. 

    Follow a step-by-step approach to solving the problem.

  • D. 

    Apologize for the wait time if there has been no wait time.

• 20. 

  What name is given to a certain set of general rules that apply to written communication over the Internet?

  • A. 

    Flame wars

  • B. 

    Online interactions

  • C. 

    Internet slang

  • D. 

    Netiquette

• 21. 

  When performing computer forensics what is required to prove a chain of custody?

  • A. 

    An admission of guilt

  • B. 

    Collected evidence

  • C. 

    Proper documentation procedures

  • D. 

    Expert testimony

• 22. 

  What is a reason to escalate a problem from a level one technician to a level two technician?

  • A. 

    When the equipment needs to be rebooted

  • B. 

    When the screen resolution of a customer PC needs to be adjusted

  • C. 

    When drivers, applications, or operating systems need to be installed

  • D. 

    When a peripheral device needs to be replaced

What is considered ethical behavior by a technician when communicating with a customer select one?

What action should a technician avoid when dealing with a talkative customer select one?

What two roles or tasks are associated with the level one technician choose?