Computers 2g

Question #301

Topic 1

A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the service support center and requires a field technician to troubleshoot. The customer continues to demand service. Which of the following is the BEST course of action for the support center representative to take?

• • A. Inform the customer that the issue is not within the scope of this department.

• • B. Apologize to the customer and escalate the issue to a manager.

• • C. Ask the customer to explain the issue and then try to fix it independently.

• • D. Respond that the issue is something the customer should be able to fix.

Answer explanation

The answer is B. You call somebody with higher rank when you have customer problems like this.

Question #302

Topic 1

A user reported that a laptop's screen turns off very quickly after sitting for a few moments and is also very dim when not plugged in to an outlet. Everything else seems to be functioning normally. Which of the following Windows settings should be configured?

• • A. Power Plans

• • B. Hibernate

• • C. Sleep/Suspend

• • D. Screensaver

Answer explanation

A power plan is a collection of hardware and system settings that manage how your computer uses power. You can use power plans to reduce the amount of power your computer uses, maximize performance, or balance the two

Question #303

Topic 1

A user is receiving repeated pop-up advertising messages while browsing the internet. A malware scan is unable to locate the source of an infection. Which of the following should the technician check NEXT?

• • A. Windows updates

• • B. DNS settings

• • C. Certificate store

• • D. Browser plug-ins

Answer explanation

Pop-up advertising messages are often caused by malicious browser plug-ins. If a malware scan is unable to locate the source of an infection, the technician should check the user's browser plug-ins.

Question #304

Topic 1

The courts determined that a cybercrimes case could no longer be prosecuted due to the agency’s handling of evidence. Which of the following was MOST likely violated during the investigation?

• • A. Open-source software

• • B. EULA

• • C. Chain of custody

• • D. AUP

Answer explanation

Chain of custody: This refers to the chronological documentation or paper trail showing the collection, control, transfer, analysis, and disposition of physical and electronic evidence. Maintaining a proper chain of custody is crucial in legal proceedings to ensure the integrity and admissibility of evidence. If there are gaps or irregularities in the chain of custody, it can raise doubts about the authenticity and reliability of the evidence, leading to potential legal challenges.

Question #305

Topic 1

A user reports a virus is on a PC. The user installs additional real-time protection antivirus software, and the PC begins performing extremely slow. Which of the following steps should the technician take to resolve the issue?

• • A. Uninstall one antivirus software program and install a different one.

• • B. Launch Windows Update, and then download and install OS updates.

• • C. Activate real-time protection on both antivirus software programs.

• • D. Enable the quarantine feature on both antivirus software programs.

• • E. Remove the user-installed antivirus software program.

Answer explanation

• Having two antivirus programs running at the same time can cause performance issues, especially if both programs are running real-time protection. The technician should remove the user-installed antivirus software program and let the default antivirus program do its job. The reason I don't say A is the correct answer because it says "and install a different one", it's just leading to the same problem so E. is the best answer.

Question #306

Topic 1

A technician removed a virus from a user's device. The user returned the device a week later with the same virus on it. Which of the following should the technician do to prevent future infections?

• • A. Disable System Restore.

• • B. Educate the end user.

• • C. Install the latest OS patches.

• • D. Clean the environment preinstallation.

Answer explanation

The user returned after one week" Therefore he had a week to infect it again and it may not be the same Virus! and here the user should be Educated to avoid falling victim to Viruses so the answer is B.

Question #307

Topic 1

A technician is concerned about a large increase in the number of whaling attacks happening in the industry. The technician wants to limit the company’s risk to avoid any issues. Which of the following items should the technician implement?

• • A. Screened subnet

• • B. Firewall

• • C. Anti-phishing training

• • D. Antivirus

Answer explanation

Anti-phishing training is the best way to protect against whaling attacks. This training teaches employees how to identify and avoid phishing emails. It also teaches them how to respond if they receive a phishing email.

Question #308

Topic 1

A customer calls the help desk asking for instructions on how to modify desktop wallpaper. Which of the following Windows 10 settings should the technician recommend?

• • A. Personalization

• • B. Apps

• • C. Updates

• • D. Display

Answer explanation

• Select Start > Settings > Personalization. The preview window gives you a sneak peek of your changes as you make them. In Background, you can select a picture or solid color, or create a slideshow of pictures

Question #309

Topic 1

A user calls the help desk and reports a workstation is infected with malicious software. Which of the following tools should the help desk technician use to remove the malicious software? (Choose two.)

• • A. Local Network Connection

• • B. User Account Control

• • C. Windows Backup and Restore

• • D. Windows Firewall

• • E. Windows Defender

Answer explanation

E. Windows Defender: Windows Defender is a built-in antivirus and anti-malware solution in Windows operating systems. It can scan and remove various types of malicious software from the computer. C. Windows Backup and Restore: While not primarily a tool for malware removal, Windows Backup and Restore can be used to restore the system to a previous, clean state if the infection has caused significant damage. It's a recovery option to consider after the malware has been removed.

Question #310

Topic 1

A systems administrator is monitoring an unusual amount of network traffic from a kiosk machine and needs to investigate to determine the source of the traffic. Which of the following tools can the administrator use to view which processes on the kiosk machine are connecting to the internet?

• • A. Resource Monitor

• • B. Performance Monitor

• • C. Command Prompt

• • D. System Information

Answer explanation

• Resource monitor would be an efficient way to determine what programs are using the most resources. If you wanted a deeper understanding of this subject however, you would want to use the netstat & net use tools in the Command Line Interface (CLI) to find ports being listened for and connected to, you can include PID and related Program to pin down the source of your network traffic problem.