final exam part 3 HS

Which of the following is an example of an open-ended probing question?

• Are you using the phone cord that came with your modem?

• Can you describe what happens when you try to access the internet?

• How many computers do you have?

• Is your Optik TV working?

How can we see what is on a customer's computer screen?

• Have them take a snapshot with their smart phone and text it to you

• Use InSight10

• Use Log Me In

• Use Remedy

TRUE or FALSE: Tech Support Plus presently supports FIFA customers.

• True

• False

A customer recently installed a new bit torrenting program on their computer. They find the program confusing and no longer want it, so they called TELUS for help to remove it. What is the best way to handle the situation?

• Help the customer remove the software using Add/Remove programs

• Suggest the customer install Norton Security to remove the program

• Offer to use LMI to show them how to use the program

• Refer the customer to the vendor of the program or a computer technician

TRUE or FALSE: If a customer is absolutely unwilling to troubleshoot over the phone and insists a technician be sent, agents may AOPC and dispatch as requested even if the issue is normally unsupported by TELUS.

• true

• false

To ensure a strong and reliable signal, what considerations should a TELUS technician keep in mind when installing a wireless gateway for our customers?

• The number of walls and ceilings between the gateway and where devices will be used

• Metal or other dense materials near or between the gateway and where devices will be used

• Other electronic devices near or between the gateway and where devices will be used

• All of the above

A customer forgets the custom password they chose to log into their gateway’s GUI. How can you help the customer regain access to their GUI?

• Factory reset the gateway

• Reboot the gateway

• Update the GUI password via InSight 10

• A & C

Which wireless band(s) are available through the Actiontec WCB6000Q Wi-Fi extender?

• 2.4Ghz only

• 5Ghz only

• 2.4 and 5Ghz

• 700 Mhz and 5Ghz

DHCP stands for the following:

• Domain Host Configuration Protocol

• Dynamic Host Configuration Protocol

• Domain Host Change Protocol

• Dynamic Host Change Protocol

Which of the following is an example of a MAC address?

• 192.168.1.254

• 00:0a:95:9d:68:16

• 3ffe:1900:4545:3:200:f8ff:fe21:67cf

• [e-mail]