Last Updated on May 20, 2021 by Admin
IT Essentials Chapter 13 Exam Online 2019
ITE -- Chapter 13
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ITE — Chapter 13
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Question 1 of 23
1. Question
1 pointsWhat is the correct way to conduct a telephone call to troubleshoot a computer problem?Correct
Incorrect
It is important for a technician, when talking by phone with a customer, to be professional. Also, having good communication skills enhances credibility with the customer.Hint
It is important for a technician, when talking by phone with a customer, to be professional. Also, having good communication skills enhances credibility with the customer. -
Question 2 of 23
2. Question
1 pointsWhat is a recommended technique for a technician who is both troubleshooting a problem and also trying to help a customer relax?Correct
Incorrect
Good communication skills of a technician are very important and aid in the troubleshooting process. An important part of good communication is to establish a good rapport with the customer. Establishing a good rapport can help the customer to relax and a relaxed customer is more likely to be able to provide the information that the technician needs to determine the source of the problem.Hint
Good communication skills of a technician are very important and aid in the troubleshooting process. An important part of good communication is to establish a good rapport with the customer. Establishing a good rapport can help the customer to relax and a relaxed customer is more likely to be able to provide the information that the technician needs to determine the source of the problem. -
Question 3 of 23
3. Question
1 pointsA 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?Correct
Incorrect
If a customer wants to talk to a specific technician, try to contact that technician and see if the technician can take the call. If the technician is not available, try to make an effort to help the customer and tell the customer that the favorite technician will contact the customer later if the customer prefers to wait.Hint
If a customer wants to talk to a specific technician, try to contact that technician and see if the technician can take the call. If the technician is not available, try to make an effort to help the customer and tell the customer that the favorite technician will contact the customer later if the customer prefers to wait. -
Question 4 of 23
4. Question
2 pointsWhat two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)Correct
Incorrect
When dealing with an angry customer a technician can help the customer focus on the problem by:
- Letting the customer explain the problem without interruption
- Sympathizing with the customer
- Apologizing for inconvenience
The technician should avoid further angering the customer by:
- Putting the customer on hold
- Explaining what caused the problem
Hint
When dealing with an angry customer a technician can help the customer focus on the problem by:
- Letting the customer explain the problem without interruption
- Sympathizing with the customer
- Apologizing for inconvenience
The technician should avoid further angering the customer by:
- Putting the customer on hold
- Explaining what caused the problem
-
Question 5 of 23
5. Question
1 pointsA call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?Correct
Incorrect
When taking a call from customers, you must remain focused on their problems. You must not interrupt them or abruptly put them on hold without an explanation and asking for their consent.Hint
When taking a call from customers, you must remain focused on their problems. You must not interrupt them or abruptly put them on hold without an explanation and asking for their consent. -
Question 6 of 23
6. Question
1 pointsA technician receives a call from a customer who is too talkative. How should the technician handle the call?Correct
Incorrect
If a customer is too talkative, the technician should allow the customer to speak for one minute before attempting to refocus the conversation with as many closed-ended questions as possible.Hint
If a customer is too talkative, the technician should allow the customer to speak for one minute before attempting to refocus the conversation with as many closed-ended questions as possible. -
Question 7 of 23
7. Question
2 pointsWhat are two examples of displaying professional communication skills while talking to a customer? (Choose two.)Correct
Incorrect
It is very important to make customers feel that they are being listened to. Interacting with them and using some interjections to let them know that you are listening, or paraphrasing the problem back to them, will show that you are listening. Interrupting them or making customers repeat what they just said and focusing on what you cannot do will only make customers angry.Hint
It is very important to make customers feel that they are being listened to. Interacting with them and using some interjections to let them know that you are listening, or paraphrasing the problem back to them, will show that you are listening. Interrupting them or making customers repeat what they just said and focusing on what you cannot do will only make customers angry. -
Question 8 of 23
8. Question
1 pointsWhich statement describes a best practice related to time management?Correct
Incorrect
In terms of time management, the company policy might state that you must take “down” calls first, even though they might be harder to solve. If you have to call a customer back, make sure that you do it as close to the callback time as possible. When working with many customers, do not give favorite customers faster or better service. When reviewing the call boards, do not take only the easy customer calls. Do not take the call of another technician, unless you have permission to do so.
Hint
In terms of time management, the company policy might state that you must take “down” calls first, even though they might be harder to solve. If you have to call a customer back, make sure that you do it as close to the callback time as possible. When working with many customers, do not give favorite customers faster or better service. When reviewing the call boards, do not take only the easy customer calls. Do not take the call of another technician, unless you have permission to do so.
-
Question 9 of 23
9. Question
2 pointsWhich two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.)Correct
Incorrect
When focusing on customer satisfaction, technicians must communicate effectively and fairly with each customer. A technician must communicate the repair status with a customer and explain any experienced delays. A technician must also offer different repair or replacement options if needed. Technicians should never show favoritism to specific customers, talk negatively about other technicians, or take a call that belongs to another technician without permission.Hint
When focusing on customer satisfaction, technicians must communicate effectively and fairly with each customer. A technician must communicate the repair status with a customer and explain any experienced delays. A technician must also offer different repair or replacement options if needed. Technicians should never show favoritism to specific customers, talk negatively about other technicians, or take a call that belongs to another technician without permission. -
Question 10 of 23
10. Question
1 pointsDuring the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?Correct
Incorrect
All customer data must be kept confidential. If information is shared, it would be with other technicians who also have to keep the information confidential.Hint
All customer data must be kept confidential. If information is shared, it would be with other technicians who also have to keep the information confidential. -
Question 11 of 23
11. Question
1 pointsWhich statement is characteristic of most personal software licenses?Correct
Incorrect
Most personal software licenses allow a user to run the software on only one PC. Some personal software licenses allow a user to copy the software onto multiple PCs. These licenses usually specify that the copies cannot be run at the same time. Some personal software licenses are for commercial products that require purchase. There are personal software licenses for open source software that are free to use. Personal software licenses are intended for personal use of the product. Software to be deployed campus wide needs site licenses or enterprise licenses.Hint
Most personal software licenses allow a user to run the software on only one PC. Some personal software licenses allow a user to copy the software onto multiple PCs. These licenses usually specify that the copies cannot be run at the same time. Some personal software licenses are for commercial products that require purchase. There are personal software licenses for open source software that are free to use. Personal software licenses are intended for personal use of the product. Software to be deployed campus wide needs site licenses or enterprise licenses. -
Question 12 of 23
12. Question
1 pointsWhat is the definition of cyber law?Correct
Incorrect
Cyber law describes the collection of international, regional, country, and state laws that affect computer security professionals.Hint
Cyber law describes the collection of international, regional, country, and state laws that affect computer security professionals. -
Question 13 of 23
13. Question
2 pointsWhich two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)Correct
Incorrect
If illegal content is found, begin documentation to build a chain of custody and contact a first responder immediately.Hint
If illegal content is found, begin documentation to build a chain of custody and contact a first responder immediately. -
Question 14 of 23
14. Question
1 pointsWhen performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?Correct
Incorrect
A chain of custody created with accurate documentation can prevent evidence tampering so that the integrity of the evidence can be assured.Hint
A chain of custody created with accurate documentation can prevent evidence tampering so that the integrity of the evidence can be assured. -
Question 15 of 23
15. Question
1 pointsWhen performing computer forensics what is required to prove a chain of custody?Correct
Incorrect
A chain of custody requires accurate and thorough documentation to track the collected evidence.Hint
A chain of custody requires accurate and thorough documentation to track the collected evidence. -
Question 16 of 23
16. Question
1 pointsA technician has found possible illegal content on the hard drive of a customer computer. When should a computer forensics expert be brought in?Correct
Incorrect
A computer forensics expert should be brought in during first response once it has been found that illegal activity has occurred. If a technician allows routine administrative tasks to continue on a PC or workstation, evidence may become inadmissible. Hint
A computer forensics expert should be brought in during first response once it has been found that illegal activity has occurred. If a technician allows routine administrative tasks to continue on a PC or workstation, evidence may become inadmissible. -
Question 17 of 23
17. Question
2 pointsA technician is analyzing a computer that may have been used for illegal activity. What are two examples of volatile data? (Choose two.)Correct
Incorrect
Persistent data is identified as any data that is stored on a local internal or external drive or an optical drive. The data will be preserved when power is removed from a persistent data source. Volatile data includes programs that are running, open network connections, and logged-in users.Hint
Persistent data is identified as any data that is stored on a local internal or external drive or an optical drive. The data will be preserved when power is removed from a persistent data source. Volatile data includes programs that are running, open network connections, and logged-in users. -
Question 18 of 23
18. Question
1 pointsWhat should a level two technician do immediately after receiving an escalated work order from a level one technician?Correct
Incorrect
When a problem cannot be resolved within a predetermined amount of time, the level one technician prepares an escalated work order. The level two technician receives the escalated work order with the description of the problem. The level two technician then calls the customer back to ask any additional questions and resolve the problem.Hint
When a problem cannot be resolved within a predetermined amount of time, the level one technician prepares an escalated work order. The level two technician receives the escalated work order with the description of the problem. The level two technician then calls the customer back to ask any additional questions and resolve the problem. -
Question 19 of 23
19. Question
1 pointsWhat is a reason to escalate a problem from a level one technician to a level two technician?Correct
Incorrect
A technician should always follow company policies for problem escalation, but in general a problem should be escalated to a level two technician anytime it involves an advanced procedure that could cause serious damage to user equipment, data loss, or cause a widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an issue effectively, the issue should be escalated to a level two technician.Hint
A technician should always follow company policies for problem escalation, but in general a problem should be escalated to a level two technician anytime it involves an advanced procedure that could cause serious damage to user equipment, data loss, or cause a widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an issue effectively, the issue should be escalated to a level two technician. -
Question 20 of 23
20. Question
3 pointsWhat are three pieces of information a level one technician should gather from a customer? (Choose three.)Correct
Incorrect
A level one technician should gather information from the customer and solve simple problems. For more advanced diagnostics, opening the computer case, running diagnostics software, and performing remote connections, the problem should be escalated to a level two technician.Hint
A level one technician should gather information from the customer and solve simple problems. For more advanced diagnostics, opening the computer case, running diagnostics software, and performing remote connections, the problem should be escalated to a level two technician. -
Question 21 of 23
21. Question
1 pointsWhich situation would require that a support desk call be given the highest priority?Correct
Incorrect
Call prioritization is a very important task for a call center. Call prioritization saves time by solving the most important issues first. A failure that stops company operations should be considered a top priority.Hint
Call prioritization is a very important task for a call center. Call prioritization saves time by solving the most important issues first. A failure that stops company operations should be considered a top priority. -
Question 22 of 23
22. Question
1 pointsWhen does a level one technician prepare an escalated work order?Correct
Incorrect
If a problem requires the expertise of a level two technician, the level one technician should create a concise description of the problem in a work order or ticketing system and then escalate the problem to level two.Hint
If a problem requires the expertise of a level two technician, the level one technician should create a concise description of the problem in a work order or ticketing system and then escalate the problem to level two. -
Question 23 of 23
23. Question
1 pointsWhich statement best describes a call center?Correct
Incorrect
A call center is a place that customers call to report problems with software or hardware. It may be an independent business that sells computer support as a service or it may exist within a company and offer service to both employees of the company and outside customers that use company products.Hint
A call center is a place that customers call to report problems with software or hardware. It may be an independent business that sells computer support as a service or it may exist within a company and offer service to both employees of the company and outside customers that use company products.