CMO: Ch 14: The IT Professional

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.)

• details of all past users of the computer

• technical specifications of the computer

• location of the computer

• evidence of the suspected illegal activity

• why the computer was accessed by the technician

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

• Try to establish a rapport with the customer.

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

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

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

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

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

• A user is requesting a RAM memory upgrade.

• Two users are requesting an application enhancement.

• The company cannot operate because of a system failure.

• Some computers cannot log in to the network.

• A couple of computers have operating system errors.

A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?

• The technician ended the call without saying 'Have a nice day'.

• The technician interrupted a number of times to ask questions.

• The technician occasionally confirmed an understanding of the problem.

• The customer was escalated to a level-two technician.

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

• 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.

• Maintain professional behavior at all times.

Which statement best describes a call center?

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

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

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

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

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 mass emails to customers

• A technician can send forged emails to customers.

• A technician must only send solicited emails.

In which situation would it be appropriate for a technician to back up personal and confidential data from a computer belonging to a customer?

• if the customer forgets to sign the work order

• if illegal content is discovered on the customer computer

• if the technician feels it necessary to back it up

• if the customer permits it

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

• C#

• C++

• PowerShell

• Java