Cisco Chp 4 Quiz #2

A specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?

• Document the findings, actions, and outcomes.

• No further action is needed.

• Establish a plan of action to resolve the problem and implement the solution.

• Verify full system functionality and, if applicable, implement preventive measures.

• Test the theory to determine the cause.

A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15 minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?

• Identify the problem.

• Establish a theory of probable cause.

• Verify full system functionality and, if applicable, implement preventive measures.

• Verify full system functionality and, if applicable, implement preventive measures.

• Implement a solution.

What is the purpose of documenting the information that is obtained from the customer in the work order?

• to keep track of parts that are ordered

• to use the information for marketing purposes

• to use the information to aid in solving the problem

• to create a centralized database of possible problems

What is the next step after a possible solution is implemented during a troubleshooting process?

• Test another possible solution.

• Identify other possible causes for the problem.

• Document the cause and the solution for the problem.

• Verify the full system functionality and apply maintenance procedures.

An employee reports that the output of a workstation display is distorted. The technician checks the manufacturer website and downloads the latest version of the video driver. After the video driver is installed, what should the technician do next?

• Schedule the next system checkup with the employee.

• Log the previous and current version numbers of the video driver.

• Move the display card to another slot to see if the video performs better.

• Open a video editing application to verify the video performance.

Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)

• BIOS system file

• driver files for the hard disk

• browser favorites files

• Windows operating system files

• documents that are created by the customer

In which step of the troubleshooting process would a technician have to do more research on the Internet or within the computer manual in order to solve a problem?

• Test the theory to determine the cause.

• Document findings, actions, and outcomes.

• Establish a plan of action to resolve the problem and implement the solution.

• Verify full system functionality and, if applicable, implement preventive measures.

• Identify the problem.

What are three benefits of computer preventive maintenance? (Choose three.)

• elimination of the need for repairs

• improvement in data protection

• extension of the life of components

• reduction in the number of equipment failures

• time savings for technicians making repairs

What is the best way to determine if a CPU fan is spinning properly?

• Spin the blades of the fan quickly with a finger.

• Spray compressed air on the fan to make the blades spin.

• Visually inspect the fan when the power is on to ensure it is spinning.

• Listen for the sound of the fan spinning when the power is on.

A technician is performing hardware maintenance of PCs at a construction site. What task should the technician perform as part of a preventive maintenance plan?

• Remove dust from intake fans.

• Back up the data, reformat the hard drive, and reinstall the data.

• Develop and install forensic tracking software.

• Perform an audit of all software that is installed.