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WorksheetsIT Essentials Ch 14 Review - The IT Professional
Total questions: 23
Worksheet time: 2hrs 51mins
Name
Class
Date
1.
Which of the following is NOT a reason why communication skills are important for an IT technician?
a)
Being able to communicate efficiently with a customer is an important part of the troubleshooting process.
b)
Establishing a good rapport with the customer usually means you will get better information from them.
c)
Good communication skills will allow you to diagnose problems more quickly in the long run.
d)
Creating good communication skills will keep you from having to talk to customers so much.
2.
Which of the following is NOT something you should do to demonstrate good communication skills and professional behavior?
a)
Have good body language.
b)
Watch the tone and inflection of your voice.
c)
Smile when appropriate even when talking over the phone.
d)
Share your personal emotions with the customer.
3.
Which of the following is NOT one of the rules for beginning your conversation with a customer?
a)
Develop - A personal relationship.
b)
Know - The customer by name.
c)
Relate - Create a one-to-one connection.
d)
Understand - Determine the customer's level of knowledge.
4.
Which of the following is something that you should NOT do when putting a customer on hold?
a)
Let the customer finish explaining the problem.
b)
Ask the customer for permission to put the call on hold.
c)
Explain what you will be doing during the hold time.
d)
Assume that your time is more important than the customers time.
5.
True or False? The same basic strategies can be used for almost all customers.
a)
True
b)
False
6.
True or False? There is never an exception to the rule, "Don't interrupt the Customer."
a)
True
b)
False
7.
Which strategy should NOT be used with an inexperienced customer?
a)
Don't use jargon.
b)
Use a step-by-step process of instructions.
c)
Speak down to them because they probably don't understand most of what you say.
d)
Speak in very plain terms.
8.
Which of the following is NOT a basic netiquette rule?
a)
Never mail or post something you would not say to someone in person.
b)
Check grammar and spelling,
c)
Use all uppercase to make your point.
d)
Do not send or reply to flames.
9.
IT professionals should be familiar with writing scripts. What legitimate benefits do they provide? Select all that apply!
a)
Automates processes that otherwise would be tedious work.
b)
Saves technicians a lot of time.
c)
Allows technicians to easily spy on users.
d)
Can be helpful for hacking into places that you need to.
10.
A Service Level Agreement (SLA) is typically a legal agreement that contains the responsibilities and liabilities of all parties involved. What of the following items would NOT likely be in an SLA.
a)
The name of the technician that will do work for the company.
b)
Response time guarantees.
c)
Costs and penalties.
d)
Time of service availability.
11.
Which of the following would typically NOT be a category of rules that you would have to follow while working at a call center?
a)
Customer Call Rules
b)
Customer Satisfaction
c)
Call Center Employee Rules
d)
Home Computer Brand Usage Rules
12.
It is important to understand the ethical and legal rules for dealing with data that the customer owns. One category of this data that is important is PII or personally identifiable information. Which of the following is NOT an example of PII?
a)
The customers name and address.
b)
Customer social security or drivers license number.
c)
Customers music files.
d)
Customer retinal scan or facial geometry.
13.
Which of the following would be ethically wrong but not legally wrong?
a)
Sharing sensitive customer information.
b)
Sending a customer an email trying to sell them something from your personal business.
c)
Using a customers IT resources for your own commercial purposes.
d)
Installing or copying digital data from customers computers without having the proper licensing.
14.
True of False? If I find a customer has software on their computer that they do not have proper licensing for, I can usually ignore it, as that is their problem not mine.
a)
True
b)
False
15.
True or False? If I find a computer is being used for illegal purposes, I can be liable if I don't try to preserve data that is evidence of the crime.
a)
True
b)
False
16.
There might be times when a computer used for illegal activity should not be shut down in order to preserve evidence. In this instance what type of data are you trying to preserve?
a)
Volatile data that might be in RAM, cache, or registries.
b)
Persistent Data that is stored on the hard drive.
17.
There are three main elements to Cyber Law in the United States. Which of the following is not one of these three elements?
a)
Software Licensing Act
b)
Wiretap Act
c)
Pen/Trap and Trace Statute
d)
Stored Electronic Communication Act
18.
Documentation is important when working on computers, what additional information needs to be included in the documentation if a computer has been used for a crime?
a)
Updates Installed
b)
OS installed
c)
Chain of Custody
d)
Firmware Version
19.
Call center employees usually have software that allows them to perform basic functions of their job. Which of the following is NOT one of those functions?
a)
Track customer computer usage.
b)
Log and track incidents.
c)
Run diagnostic utilities.
d)
Collect customer feedback.
20.
Which of the following would likely be given a priority level of urgent for call service?
a)
A company you are supporting would like to discuss options for expanding the number of computers it has.
b)
One or more of the companies computers cannot access the network.
c)
A customer would like to review and make changes to their SLA.
d)
One of more of the companies computers needs software updates unrelated to security or functionality.
21.
Call centers usually have level one and level two technicians. Problems are solved by level one technicians as much as possible but there are times when it is necessary for the job to be escalated to a level two. Which of the following examples of information is NOT something a level one would gather before creating an escalated work order.
a)
Name and contact info of customer.
b)
How many people live in the customers household.
c)
Description of the problem.
d)
Manufacturer and model of computer.
22.
Level two technicians will often have access to resources that level ones do not. Which of the following is an example of something that would be available to both level one and level two technicians.
a)
Remote access software.
b)
As much time as is necessary to fix the problem.
c)
The option to travel to the remote site to fix the problem if necessary.
d)
Software database to search for common solutions.
23.
Which of the following would be common scripting languages? Select all that apply!
a)
Windows Batch File
b)
Linux Shell Script
c)
Powershell
d)
C++
e)
Ruby on Rails
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