WorksheetsCMO: Ch 14: The IT Professional
Total questions: 48
Worksheet time: 2hrs 36mins
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
What two roles or tasks are associated with the level one technician? (Choose two.)
gathering customer information to initiate a work order
gathering diagnostic information from a customer computer
remotely updating customer drivers and software
receiving escalated work orders from level two technicians
escalating a trouble ticket to a level two technician
What category of technician uses remote access software to update a computer belonging to a customer?
level two technicians
bench technicians
field technicians
level one technicians
A customer is explaining a problem with a computer to a technician. The technician recognizes the problem prior to the customer finishing the explanation. What should the technician do?
Wait politely for the customer to finish explaining the problem.
Ask the customer to repeat the problem so that the technician can document it and verify all the facts.
Start working on the PC while listening to the customer at the same time
Interrupt the customer and let the customer know that the technician knows what the problem is.
A programmer is building a script in order to calculate the corporate bank account balance within two decimal places. Which data type would be used in the script to represent the balance?
int
float
char
Bool
What action should a technician avoid when dealing with a talkative customer?
asking closed-ended questions to regain control of the conversation
stepping in and attempting to refocus the customer
giving the customer a full minute to talk
asking social questions such as "How are you today?"
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?
Advise the customer that the requested technician is out of the office and insist on trying to resolve 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.
Refer the angry customer to a supervisor.
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.
What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
clarifying what customers say after they have finished their explanations
focusing on what you cannot do to give customers an idea of the magnitude of the problem
interrupting customers with a question to gather more information
the use of active listening, with occasional interjections such as "I see" or "I understand"
asking customers to paraphrase their explanations
Once a technician understands a customer complaint, it is common to ask closed-ended questions. Which question is a close-ended one?
What error messages were displayed when the error occurred?
Is this the first time the error occurred?
What happened after the error occurred
What happened before the error occurred?
What is a common responsibility of a level one call center technician?
entering a concise description of a customer problem into a ticketing system
remotely connecting to customer devices and implementing driver and software updates
calling back customers and asking additional questions to solve the problem
receiving escalated work orders from a lower level technician
Which two programming languages require the program to be converted into executable code using a compiler? (Choose two.)
PowerShell
VBScript
C#
Java
Python
A programmer used an operator to compare values within a program and the resulting logical data type was "false". Which test condition would have provided the result of "false"?
8 != 8
4 >= 1
6 <= 6
3 == 3
What is the definition of a script file?
A simple file with a single statement that loops repeatedly.
A file that is compiled and translated into machine language before executing.
A simple text file used to automate processes and tasks.
A file that is the output of a conditional statement.
A system administrator needs to perform manual updates on a remote Linux workstation using a Windows 10 PC. Which remote access tool should the administrator use to securely access and configure the Linux device across the network?
Telnet client
Windows Remote Desktop client
Windows Remote Assistance client
SSH client
A technician is attempting to securely configure a Linux web server on the public-facing side of the firewall. What port type and number are most likely required to be open on the firewall to allow this traffic through?
UDP port 23
TCP port 23
TCP port 22
UDP port 22
TCP port 3389
A worker in the records department of a hospital in the United States accidentally sends a patient's medical record to a printer in another department. When the worker arrives at the printer, the patient record printout is missing. Which two types of compliance standards best match the breach of confidentiality? (Choose two.)
PII
PHI
PCI
ePHI
DRM
What are two examples of personally identifiable information (PII)? (Choose two.)
credit card number
first name
street address
language preference
IP address
What is the definition of cyber law?
a single law defining criminal acts that are committed online
the collection of international, country, and local laws that affect computer security professionals
a contract that defines expectations between an organization and IT service vendors for an agreed upon level of support
the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
What is a characteristic of the open source license of an application software?
It requires registration instead of purchasing.
It cannot be used for campus-wide deployment.
It allows users to modify and share the source code.
It does not require purchase in order to use the software.
It requires acknowledged completion of a professional training course prior to use.
Which statement is characteristic of most personal software licenses?
Developers are allowed to modify and share the source code that runs the software.
A company is allowed to use the software campus wide.
A user is allowed to share the software with friends.
A user is allowed to install the software on only one computer.
What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)
spending time explaining what caused the problem
putting the customer on hold or transferring the call
apologizing for any inconvenience caused to the customer
sympathizing with the customer
letting the customer explain the problem without interruption
A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do?
Make a copy of all the pirated content and send it to the law enforcement authorities.
Advise the user that downloading pirated content is illegal and that the user should refrain from doing so.
Remove the pirated content and document all work done.
Report the findings through the proper channels.
A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?
Ask the customer what the problem is and then introduce yourself.
Learn the name of the customer and create a connection with the customer. Next ask questions that assess the knowledge level of the customer.
Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.
Assess what the customer knows of the support desk process and then use close-ended questions to guide the customer through the correction process.
A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?
Verify that the computer is working properly now.
Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.
Explain that the repair technician sent to perform the service is inexperienced.
Put the customer on hold until a supervisor is available.
Which task would require that a problem be escalated to a level two technician?
changing CMOS settings
cleaning a mouse
changing toner cartridges
checking loose external cables
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Talk over the customer and quickly gather the necessary information to be of help.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
Politely step in and gain control of the call by asking the customer social questions.
What should a level two technician do immediately after receiving an escalated work order from a level one technician?
Call the customer back to ask any additional questions and resolve the problem.
Document suggestions to solve the problem in the work order and return it to the level one technician.
Send the work order to a level three technician and ask for support.
Call the level one technician and ask questions about the problem.
Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.
The technician should be sure to treat all customers equally.
If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
The technician should contact the customer if the technician is going to be late for a follow-up appointment.
What does a technician need in order to make changes to software installed on the computer of a customer?
the authorization of a more senior technician
customer authorization
verification that the software is legal
two witnesses
Which is true regarding the treatment of customer property?
A technician does not have to care about copies of customer files because it is not the original.
A customer's phone list is customer property and must be kept private.
Customer property is limited to hardware.
Data left on a customer's PC is not property because it is visible to others.
During computer forensics investigations, which type of data is lost when power is removed from the computer?
data that is stored on solid state drives
data that is stored in RAM
data that is stored on magnetic disk
data that is stored to an external drive
Why is a chain of custody important in a cyber crime case?
It authenticates evidence.
It ensures conviction
It proves guilt.
It protects copyrighted materials.
When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
evidence tampering
copying of copyrighted materials
cyber crime
identity theft
Which statement best describes a call center?
It is a busy, fast-paced work environment where agents contact customers to arrange preventive maintenance appointments.
It is a help desk used by customers to make an appointment to report their computer problems.
It is a place that exists within a company and provides computer support to both employees and customers of the company.
It is a store-front environment where the customers go with their computers to have them fixed.
What is a typical task performed by a level one technician in a call center?
gathering information when a customer calls for help
solving the problem that might require opening up the computer case
using remote access software to troubleshoot the customer computer
picking up an escalated work order and calling the customer for further information
What is a reason to escalate a problem from a level one technician to a level two technician?
when the equipment needs to be rebooted
when drivers, applications, or operating systems need to be installed
when the screen resolution of a customer PC needs to be adjusted
when a peripheral device needs to be replaced
Which change management process component is concerned with the cost and resources necessary for implementation?
assessment
approval
implementation
identification
Which type of documentation is concerned with specifying what data must be collected and how long it must be retained in regards to an organization?
policies
operations
projects
user documentation
Which are two examples of good customer service? (Choose two.)
A technician follows up with a customer after services are completed.
A technician notifies a customer as soon as possible that there may be a delay.
A technician repeatedly encourages a customer to agree to a product warranty.
A technician continually reminds the customer that an issue was due to customer neglect.
A technician speaks slowly and uses common industry jargon and terms with the customer.
