Andrew is researching a new operating system for the computers at his workplace. His boss wants the computers to be able to connect to the cloud and thus have security in case the laptops are stolen.

What version of Windows 8.1 does not have the ability to lock the hard drive so that it is unusable if removed from a laptop?

[Image] In Windows 10, you can find this user-friendly interface to access numerous Windows settings?

What is the name of this user-friendly interface?

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer.

Where can Wanda find this information quickly in Windows 10?

When working with customers, you should always try to keep a positive attitude.

Why is it important to maintain a positive attitude when working with customers?

Henry is sent to work with a customer at the company’s satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons.

What can Henry do about these corporate policy issues?

Derek is working at the help desk when he receives a call from a client about an issue with the company’s email. The customer is very upset about the email issue. He is complaining about the email service and the IT department in general.

What should Derek do to defuse the situation?

George is working onsite at a client’s desk. The client’s phone rings during George’s visit, and the client explains that she must take the call.

What should George do in this situation?

During your service call at the residence of a customer, you discover you will need a part that you don’t currently have.

What should you do in this case?

10. Which of the following is not considered good customer service? (Select all that apply.)

John recently upgraded from Windows 8.1 to Windows 10, after the upgrade is complete, on the right-hand side of his desktop there is a new area that contains a way to toggle several Windows features on and off, access the Settings app, and view notifications.

What is this area called in Windows 10?

Manuel is working on a project in Visual Studio. He wants to keep this program showing on the entire desktop, but he also needs to have several other applications open so that he can research the project.

What feature in Windows 10 will allow Manuel to view Visual Studio on the full desktop and have other applications open at the same time?

[Image] From this window, where do I click next to get to the following window?

Richard has been called to the human resources department to repair a desktop computer. The woman using the computer is currently working on the company’s payroll and wants to get her computer working quickly so that everyone will be paid on time. While working at her desk, Richard notices that the paperwork she is entering into the system has his coworkers’ bank account information.

What should Richard do when he discovers this paperwork?

During your discussion with a client about a problem with his computer, you realize that he is explaining a problem you have seen several times.

What should you do when you realize you understand the problem?

Isaac was assigned to work on a computer in his company’s R&D department. While working on the system, Isaac received several text messages and emails from his coworkers about another issue in the data center. Isaac answered the text messages as they came in and finished working on the computer system in the R&D department. The next day Isaac was called into his supervisor’s office. His supervisor told him that he received a complaint that Isaac was on his phone instead of working on the problem with the computer.

What should Isaac have done differently to avoid this complaint?

Patrick is working on a computer that is having wireless network connection issues. Patrick decides that he needs to take the laptop with him to repair it and then return it to the user. While Patrick is replacing the wireless network card, he receives a phone call from the user. The user wants to know where the laptop is because he is leaving on a business trip that day and needs the computer.

What should Patrick have done to avoid this situation?

a. Provided proper documentation on the service provided.

b. Actively listened to the user.

c. Offered the user different repair options.

d. Not been distracted by text messages while working on the computer.

What type of software is used to control a computer?

What is another name for several small utility programs that are found in the Control Panel?

What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?

What is the maximum amount of memory supported by a 32-bit Windows operating system?

Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the video card, because he has a computer at home with the same problem. The client explains to Jerry that when he fixed the problem, he had to reseat the video card.

What should Jerry do when dealing with the client? (Select all that apply.)

Sara receives a call from a customer who just purchased her first computer with Windows 10 installed. She is having some issues using the new computer and needs help setting up a printer.

What should Sara do when working with the inexperienced customer? (Select all that apply.)

Lane is very nervous about going to visit the person on his help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult she is to deal with.

What advice can you give Lane for dealing with this difficult client? (Select all that apply.)

John is trying to find everything on his computer associated with a new application that he downloaded.

Is it true or false that when using the search box in Windows 10, you can search for an app or a file or search for its name on the web?

Penny is setting up computers at a local nonprofit organization. The computers were donated by a company that was upgrading to new computers. Penny must decide whether to use a 32-bit or 64-bit version of Windows 8.1.

What hardware on the computers should Penny check? (Select all that apply.)

You are planning to install Windows 10 on your computer and must decide which file system to use on the hard drive.

What files systems are available in Windows 10 for a local hard drive? (Select all that apply.)

Scott has just completed installing Windows 8.1 and needs to install several applications on the computer before returning it to his client.

What should Scott check prior to installing the applications? (Select all that apply.)

What two methods are available for Windows to use to partition a drive?

Which products are considered to be hypervisors?

Tracy has completed installing Windows 7 on a computer and is ready to install a printer. Tracy attaches the printer to the computer and a message pops up that a new device is being installed. When the process is done, she tries to locate the printer, but the printer is not available.

What can Tracy do to use the printer?

Jenny is preparing to install Windows 10 on a system that has a version of Windows 8.1 installed. This version of Windows 8.1 runs slowly and crashes occasionally. The optical drive also does not work, so Jenny decides to use a flash drive to install Windows 10. Jenny wants to remove all the programs and data from the computer and start over with Windows 10.

What type of installation should Jenny perform?

William’s supervisor wants to create a test lab at the company in order to test Windows 10 updates. He has instructed William to create a virtual lab. William decides to use Hyper-V as the hypervisor for the virtual machines. When William tries to use Hyper-V, he realizes that it is not installed.

What will William use to install Hyper-V in Windows 10?

Sam would like to install a new application on every computer in his SOHO network. All the computers are currently connected in a workgroup.

What is the easiest way for Sam to install the application on all the computers?

What is it called when a partition is formatted with a file system and assigned a drive letter?

What is the maximum number of partitions allowed using the GUID Partition Table (GPT) method for partitioning a drive for Windows?

What type of OS should you install for best performance when you have enough RAM?

What is it called when software is used to simulate the hardware of a physical computer?

If you wish to install a new OS without disturbing the old one so that you can boot to either OS, what type of boot setup should you create?

What type of installation should you perform if you want to install a 64-bit version of Windows on a computer that already has a 32-bit OS installed?

Where should a user disable virus protection settings that might prevent the boot area of the hard drive from being altered?

What is used to change motherboard settings, finds a boot device, and contains instructions for running essential hardware before an OS is started?

Which of the following is used to uniquely identify a computer on a network?

The Master Boot Record (MBR) method of partitioning hard drives is limited to what maximum size of drives?

What component of UEFI helps to prevent malware from hijacking a system during or before the operating system load?

If using a dual or multiboot configuration, what screen appears during the boot sequence?

What term refers to a major update release on Windows 7?

What version of Windows 10 is a valid, in-place upgrade path for a computer that has Windows 7 Starter edition on it?

If a clean install is performed on a hard drive with a previous install of Windows and the drive is not re-formatted during the install, where will the files from the old installation be?

You are tasked with configuring a wireless SOHO router for a customer.

Which of the following settings will be the most secure with the least effort and cost to the customer?

Which of the following is a scenario in which an IT support technician would most likely be required to implement the alternate IP configuration method on a network host?

A manager in a small office is asking if it is possible to limit network access to a particular website during business hours. Apparently, several users are spending an excessive amount of time on the site preventing them from completing their work-related tasks.

Which of the following is the best solution to accomplish the request from the manager while not limiting access to other websites?

A technician is configuring a new SOHO multifunction wireless router at a customer’s location to provide network access to several wireless devices. The technician is required to protect the customer’s private network from unauthorized access while performing the initial router setup as well as during normal operation after the configuration is completed.

Which of the following is the best step for the technician to take in securing the router to meet this requirement?

a. Enable DHCP on the router and configure IP address reservations for the wireless clients.

b. Change the router’s default administrative password.

c. Disable the router’s radio in the wireless network settings.

d. Configure MAC filtering on the router and allow access to only the technician’s computer.

Which of the following wireless networking protocols uses LTE technology with a maximum speed of up to 1 Gbps?

A remote worker wants to connect his computer to his corporation’s private trusted network over the Internet.

Which of the following will need to be configured?

A client is requesting an Internet connection type that is not affected by atmospheric conditions and is always on.

Which of the following will meet these requirements?

A group of wireless devices are using each other as relays to share a network connection across a large area.

Which of the following network categories is being used?

[Coaxial Jack Image] You have connected a cable Internet connection as shown in the exhibit.

At what location should you place a filter?

What connector is shown in the exhibit?

A corporate user is attempting to connect to the company’s Windows domain server on the local network with her new laptop through a wired connection.

Which of the following is required for the user to successfully sign in to the Windows domain?

Henry is troubleshooting a network connection and wants to see if he can connect to the server on his network.

Which Microsoft command-line command should Henry use to check whether he can connect to the server?

You are setting up your Windows computer to connect to the Internet and notice that when you type www.microsoft.com, the browser does not go to the site. Instead, you receive an error message saying that the address cannot be resolved.

What network setting should you check to see the address of the server being used to resolve this address?

The company where Derek works has tasked him with setting up and securing a SOHO router. He wants to make sure the wireless network is secure and that no unauthorized person can gain access to the network.

What is the first step Derek should perform to secure the wireless router?

A client contacted you to request your help in researching and supplying the hardware necessary to implement a SOHO solution at his new home-based business.

Which of the following SOHO router features will simplify IP address configuration on the private network for both wired and wireless clients?

You have been tasked with configuring a SOHO network in which all ports on the public untrusted network will be forwarded to one workstation connected to the LAN.

Which of the following features will you configure on the SOHO router to accomplish this task?

Which of the following is a wireless Internet connectivity method that utilizes cellular technology?

A technician wants to configure a DHCP server to guarantee that certain printers always receive the same address. Which of the following should the technician configure?

A small group of travelers is meeting inside an ancient building, and the travelers need access to the Internet using their mobile devices. However, the group is in an area where Wi-Fi Internet is not available and cellular coverage is intermittent. One of the travelers has an unlimited cellular data plan and a strong consistent signal.

Which of the following methods would most likely be implemented to provide Internet service to the group?

What is the correct order of network types when categorized by their size or the physical area they cover, from largest to smallest?

[Phone Jack Image] You have connected an ADSL Internet connection as shown in the exhibit. The ports at the phone jack are connected to the same single-number POTS line.

At what location should you place the DSL filter?

Which of the following will use an RJ-11 connector for connectivity?

Mary, a remote user, connects her Windows 10 laptop to the corporate network by way of the Internet using a VPN tunnel.

Which of the following is often configured as a required step for a user each time she attempts to use the VPN connection?

Cathy wants to connect to her wireless LAN at home but is not sure where to change the setting so that she can connect.

Where in the Windows Control Panel will Cathy find her computer’s network connection settings?

Your company is implementing a wireless network and is concerned that someone from a competing company could stand outside the building and collect wireless data. You have assured the company that WPA2 is secure.

What makes WPA2 more secure than WPA?

Jacob wants to set up extra security on his wireless network; he currently uses WPA2. He wants to allow only his devices to connect to the network and reject devices that he does not own.

What extra wireless security should Jacob employ in on his wireless router?

George is concerned that his children might somehow be exposed to things on the Internet that they are not mature enough to handle. He wants a way to limit their ability to view content on the Internet.

What will you recommend to George?

Which of the following devices are most commonly used to connect a LAN to an ISP for broadband services? (Select TWO.)

Which of the following 802.11 wireless networking standards support transfer rates of over 54 Mbps? (Select TWO.)

Your company shares a building with a competitor’s branch office. Recently, you noticed that some computers other than company computer have tried to connect to the wireless network unsuccessfully. When you are in the parking lot, you also notice that the company’s wireless network SSID can be seen on your smartphone.

What can you do to make sure no one outside your company can gain access to its wireless network? (Select all that apply.)

Generates a different key for every transmission; however, the encryption algorithm used for its calculations is no longer considered secure.

No longer considered secure because the key used for encryption doesn’t change.

Typically uses AES for encryption.

Current encryption algorithm used today.

Typically uses TKIP for encryption.

A technician requires a file system on an internal 1.5 TB Windows 10 boot drive that supports file encryption, disk quotas, and security features such as file and folder permissions.

Which of the following will support these requirements?

A user is attempting to format a 4 TB HDD using NTFS but only has the option to format the disk with a size of approximately 2 TB.

What is the most likely reason the user is unable to format the disk to its full capacity?

Which of the following Windows commands will delete the files and directories at the destination location that no longer exist at the source location?

A Windows 10 user wants to display all the files in all the subdirectories on the E: drive with the file extension of doc.

What command would perform this function?

A technician would like to have the ability to add physical hard drives to a Storage Spaces storage pool at future times on an as-needed basis.

Which of the following Storage Spaces features describes this functionality without the need to also reconfigure the available space to users?

Which of the following must be performed prior to creating a spanned, striped, or mirrored volume on unallocated space in Windows?

A user wants to make sure he can quickly restore his computer after a drive failure to the state it was in when Windows and all its apps were initially installed.

Which backup type will be most useful in this scenario?

A Windows user contacted the help desk with a problem that requires the technician to connect to the remote computer using Remote Assistance to view a very detailed and cryptic error message on the user’s desktop. Each attempt the technician makes to connect to the remote computer results in a message stating the connection was refused.

Which of the following protocol and port number combinations should be opened on the remote computer’s firewall to allow this connection?

What type of storage drive contains spinning platters?

How often does Windows automatically defragment a hard drive or trim a solid-state drive?

What command should you use to rearrange parts of files on the drive so they are contiguous?

a. chkdsk

b. format

c. defrag

d. shutdown

In order to ensure drive health, what command should you use to search for a repair file system error?

What is a snapshot of the system settings and configuration called?

You can use what utility to convert two or more basic disks to dynamic disks?

If a storage pool is configured as if it has more virtual storage than the physical drives actually offer, what feature is being used?

What option, when passed to the shutdown command, will restart the local computer?

What command creates a subdirectory under a directory?

What types of physical drives does Windows disable defragmenting, but provides another method of optimization?

Restore points are created at regular intervals and just before you install software or hardware by what utility?

Which of the following tools are available in Windows 10 for backing up user data or complete system images? (Select TWO.)

If you enter a command, what three key presses can you use to terminate its execution before it is finished?

In Windows, what two terms describe the active partition on an MBR drive, and the location where the Windows operating system is stored, respectively?

What file system supported by Windows can be used for volumes and drives that don’t hold the Windows installation? (Choose all that apply.)

What Windows 10 utility allows you to create a backup schedule that can include any folder on the hard drive and system image? (Select all that apply.)