Windows Versions

Larry wants to upgrade to Windows 10. He will use his computer both at home and at work and will need to connect to his company’s Wi-Fi network to share files over the network.

Which version of Windows 10 would you recommend to Larry?

• Windows 10 Home

• Windows 10 Pro

• Windows 10 Education

• Windows 10 Enterprise

Answer explanation

Windows 10 Home will allow Larry to share files at work and at home. He would need Windows 10 Pro if he needed to connect to a domain.

Windows 10 Pro is for large enterprise. Because Larry will not connect to a domain at work, he can use Windows 10 Home.

Windows 10 Education is a discounted version of Windows Enterprise. If Larry were a student or worked for a school, he would use Windows 10 Education.

Windows 10 Enterprise is for large enterprises that need to be connected to a domain server. Windows 10 Enterprise allows the computer to activate to a local server instead of over the Internet to Microsoft activation service.

In Windows 10, you can find this user-friendly interface to access numerous Windows settings?

What is the name of this user-friendly interface?

• Control Panel

• Administrative Tools

• Computer Management console

• Settings app

Answer explanation

The Settings App is a meant to be a more User Friendly version of the Control Panel

Administrative Tools is a folder within System and Security.

The Computer Management Console allows you to access System Tools, Storage, and Services and Applications

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer.

Where can Wanda find this information quickly in Windows 10?

• System Information applet

• Windows Information

• UEFI/BIOS System information

• System window

Answer explanation

Wanda can find the information quickly in the System window. To access the window, she can go to File Explorer, right-click This PC, and select Properties.

Wanda can find this information in the System Information app. However, she can find it much quicker if she goes to File Explorer, right-clicks This PC, and selects Properties. The System window appears with the information she wants to find.

Wanda will not be able to find which OS is installed in UEFI/BIOS. UEFI/BIOS shows the amount of RAM installed, not the OS that is installed.

There is no Windows Information window in Windows 10.

When working with customers, you should always try to keep a positive attitude.

Why is it important to maintain a positive attitude when working with customers?

• Helps to establish a good customer relationship.

• Helps the customer feel confident you can fix the problem.

• Shows that you have the knowledge needed to fix the problem.

• Helps you to be more reliable.

Answer explanation

When you display a positive attitude, it helps you establish a good customer relationship.

Your attitude might not give your customer confidence that you can fix the problem; it is more likely to reflect your knowledge and experience.

A positive attitude does not rely on your knowledge of how to fix the problem. A positive attitude will help you maintain a good relationship with the customer.

Showing up on time and getting the job done right will show your reliability. Being reliable is very important when working with customers and will help them feel positive about you.

Henry is sent to work with a customer at the company’s satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons.

What can Henry do about these corporate policy issues?

• Wait until he returns to his office and inform his supervisor.

• Confront the employees about the issue.

• Train the employees on why these issues are security concerns.

• Ignore the security problems.

Answer explanation

When possible, training the employees, instead of confronting them, is the better solution.

Henry should address these concerns with the employees. If employees are trained and still do not follow the rules, then Henry may want to inform his supervisor.

Confronting the employees is not the best approach, as they might not realize that their behaviors are real issues. Instead, train them on how to follow the corporate guidelines.

The security problems need to be addressed. Easily guessed passwords can lead to real security problems. Reading personal email at work can cause issues, such as ransomware that would not be detected by the corporate email server. Causing corporate computers and servers to be locked until the ransom is paid.

Derek is working at the help desk when he receives a call from a client about an issue with the company’s email. The customer is very upset about the email issue. He is complaining about the email service and the IT department in general.

What should Derek do to defuse the situation?

• Let the customer vent and then restart the conversation.

• Call the supervisor and ask for help with the customer.

• Hang up the phone.

• Defend the IT department.

Answer explanation

You should let the client vent and then restart the conversation. Explain that you would like to resolve the problem and that his issue is important and will be addressed.

Unless the customer is using unacceptable language, don’t hang up on the client. Listen to his problem and complaint and inform him that you will be considering the issue.

Calling your supervisor is an option, but only if you can’t help the client.

George is working onsite at a client’s desk. The client’s phone rings during George’s visit, and the client explains that she must take the call.

What should George do in this situation?

• Leave and go to another client

• Explain he does not have time to wait.

• Excuse himself and check back when the call is complete.

• Stay and work on the computer during the phone call.

Answer explanation

Accept personal inconvenience to accommodate the user’s urgent business needs. Even if George has other trouble calls to work on, he is there to support the client.

As George works, he should be as unobtrusive as possible. He should consider himself a guest in the customer’s office or residence.

During your service call at the residence of a customer, you discover you will need a part that you don’t currently have.

What should you do in this case?

• Leave and get the part and come back.

• Tell the customer to purchase the part and call when she receives it.

• Explain the situation and give the customer options on how to order the part and when you will return to complete the repair.

• Tell the customer you need the part, do research on the part, and schedule a time to come back and fix the computer.

Answer explanation

You should explain the situation and allow the customer to decide how to order the part and when you will return

Penny is setting up computers at a local nonprofit organization. The computers were donated by a company that was upgrading to new computers. Penny must decide whether to use a 32-bit or 64-bit version of Windows 10.

What hardware on the computers should Penny check? (Select all that apply.)

• Video card

• Hard drive

• Motherboard

• RAM

• Processor

Answer explanation

The hard drive is a factor when deciding whether to use a 32-bit or 64-bit version of Windows 8.1. The amount of storage required for a 32-bit version is 16GB, and the amount of storage required for a 64-bit version is 20GB.

The video card is not a factor when deciding whether to use a 32-bit or 64-bit version of Windows 8.1. The video requirements are the same for both versions. The video must support a Microsoft DirectX 9 graphics device with WDDM driver.

Scott has just completed installing Windows 10 and needs to install several applications on the computer before returning it to his client.

What should Scott check prior to installing the applications? (Select all that apply.)

• System requirements

• Network status

• Hard drive space

• CPU priority

Answer explanation

Correct. Scott should make sure that the RAM, CPU, and video graphics required to run the application are available.

Scott should make sure the required amount of hard drive space is available to install the program. He might also need to ensure that enough storage space is available to save the program’s data