Ch 14 The Tech Pro

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

• A couple of computers have operating system errors.

• Two users are requesting an application enhancement.

• A user is requesting a RAM memory upgrade.

• Some computers cannot log in to the network.

• The company cannot operate because of a system failure.

Answer explanation

Call prioritization is a very important task for a call center. Call prioritization saves time by solving the most important issues first. A failure that stops company operations should be considered a top priority.

The correct answer is: The company cannot operate because of a system failure.

Which programming language utilizes scripts that are interpreted and executed line by line when the script is run?

• C++

• PowerShell

• C#

• Java

Answer explanation

Scripting languages are different than compiled languages because each line is interpreted and then executed when the script is run. Scripting languages include Windows batch files, PowerShell, Linux shell script, VBScript, JavaScript, and Python.

The correct answer is: PowerShell

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

• It is normal to send chain emails to customers.

• A technician can send forged emails to customers.

• A technician can send mass emails to customers.

• A technician must only send solicited emails.

Answer explanation

Unsolicited, chain and forged emails are unethical, and maybe illegal, and must not be sent by a technician to a customer.

The correct answer is: A technician must only send solicited emails.

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

• Maintain professional behavior at all times.

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

• Ask personal questions to get better acquainted with the customer.

• Always gather information from the customer and escalate the problem.

Answer explanation

It is important for a technician, when talking by phone with a customer, to be professional. Also, having good communication skills enhances credibility with the customer.

The correct answer is: Maintain professional behavior at all times.

What category of technician uses remote access software to update a computer belonging to a customer?

• field technicians

• level one technicians

• level two technicians

• bench technicians

Answer explanation

A bench technician often performs computer warranty service in a central depot or work facility. Level one and two technicians mainly work in call centers, but only level 2 technicians are using remote access software. Field technicians work  on site, in private homes, businesses, and schools.

Which statement best describes a call center?

• It is a busy, fast-paced work environment that documents computer problems after they have been repaired by technicians.

• It is a help desk environment where the customers go with their computers to have them fixed.

• It is a place to provide computer support to customers.

• It is a help desk used by customers to make an appointment to report their computer problems.

Answer explanation

A call center might exist within a company and offer service to the employees of that company as well as to the customers of that company. Alternatively, a call center might be an independent business that sells computer support as a service to outside customers. In either case, a call center is a busy, fast-paced work environment, often operating 24 hours a day.

A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?

• Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.

• Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.

• Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.

• Refer the angry customer to a supervisor.

Answer explanation

If a customer wants to talk to a specific technician, try to contact that technician and see if the technician can take the call.  If the technician is not available, try to make an effort to help the customer and tell the customer that the favorite technician will contact the customer later if the customer prefers to wait.

A programmer uses an operator to compare two variable values within a program. The variable A is assigned a value of 5 and the valuable B is assigned a value of 7. Which condition test syntax would have provided the result of "true"?

• A == B

• A != B

• A > B

• A >= B

Answer explanation

==  represents equal

!=   represents not equal

<    represents less than

>    represents greater than

<=  represents less than or equal to

>=  represents greater than or equal to

Because 5 is not equal to 7, the resulting output is "true".

What approach should a technician take when receiving a call from a stressed customer?

• Ask the customer to telephone back when the customer is feeling less stressed.

• Try to establish a rapport with the customer.

• Transfer the customer to a level-two technician who will ask the customer to explain the problem again.

• Ask the customer to hold, and then wait five minutes for the customer to calm down.

Answer explanation

Customers who have computer problems probably feel stressed. A technician should establish a good rapport with a customer, which might allow the customer to relax a little bit. A relaxed customer might provide more information that will help in troubleshooting the problem.

A technician working on a computer discovers what is suspected to be illegal activity. Which three pieces of information should be immediately documented? (Choose three.)

• location of the computer

• evidence of the suspected illegal activity

• duration of the suspected illegal activity

• why the computer was accessed by the technician

  details of all past users of the computer

• technical specifications of the computer

Answer explanation

The initial reason for accessing the computer, the suspected illegal matter or operations, and the location of the computer are immediately apparent to the technician and should be among the first details documented. Details of past computer users and the duration of the illegal activity are matters that the appropriate investigators will determine. The technical specifications of the computer may have little relevance to its illegal use.