Core B paper TLDSS set 1

How can Instant Messaging (IM) improve a business's external communication with customers?

• By sending long monthly newsletters

• By providing direct, quick enquiry options

• By automating all sales

• By hosting video conferences

An asset register helps track the current condition of digital assets.

• True

• False

Which of these is a route to becoming a digital support worker?

• A culinary degree

• An apprenticeship

• A sports coaching certificate

• A history PhD

The "5 Whys" technique is a type of:

• Network security protocol

• Customer service script

• Root Cause Analysis approach

• Software testing method

Active listening by support agents can help in resolving customer queries more effectively first time.

• True

• False

An effective infographic for children about online safety should use:

• Complex technical jargon

• Small text and few images

• Visuals and clear, simple language

• Only text-based information

Why is screen share effective for a helpdesk resolving a "slow computer with pop-ups" issue?

• It physically speeds up the user's computer

• It allows the helpdesk to see the issue directly

• It automatically installs antivirus

• It blocks all pop-ups permanently

System alarms in IT monitoring are configured to trigger an alert when:

• a predefined threshold is exceeded

• the system is running normally

• no data is being collected

• maintenance is scheduled

What is the primary purpose of system logs in IT?

• Record events for later evaluation (e.g. security issues).

• Improve hardware performance automatically.

• Provide user interface customization.

• Store multimedia files efficiently.

Professional qualifications can demonstrate a level of competency in a specific IT product or framework.

• True

• False