Final Exam Review

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

Andrew is researching a new operating system for the computers at his workplace. His boss wants the computers to be able to connect to the cloud and thus have security in case the laptops are stolen. What version of Windows 8.1 does not have the ability to lock the hard drive so that it is unusable if removed from a laptop?

• Windows 8.1 Core

• Windows 8.1 Basic

• Windows 8.1 Pro

• Windows 8.1 Enterprise

Answer explanation

Windows 8.1 Core (the home version) does not have BitLocker. BitLocker secures a laptop’s hard drive in case it is removed from the laptop. With BitLocker enabled, the hard drive will need to recognize the TPM chip in UEFI/BIOS or have the key on a removable drive

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 picture in the question is of the Setting app.

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.

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.

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.

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?

• Defend the IT deparment

• Hang up the phone

• Call the supervisor and ask for help with the customer

• Let the customer vent and then restart the conversation

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.

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.

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.

Which of the following is not considered good customer service?

• Be on time

• Avoid distractions

• Follow up with the customer

• Disclose the experience on social media

• Meet expectations

Answer explanation

You should never share customer experiences on social media.