Please prove all the correct answer including match question without explain, thank you very much

QUESTION 1

Call tracking software tracks support calls and gives technicians a place to keep their call notes

True

False

1 points

QUESTION 2

When working with co-workers and supervisors, which of the following is a good practice?

	a.	be professional by putting business matters over personal matters
	b.	if you need to give bad news or criticism, use email to lessen the blow
	c.	never tell your boss you can't take on a new project, even if it's beyond your skills
	d.	if you have a problem with a co-worker, first discuss it with other co-workers

1 points

QUESTION 3

What is defined as a record of a call for help with a computer problem?

	a.	token tracker
	b.	online help database
	c.	ticket
	d.	expert system

1 points

Question 4

Match each item with a statement below.

software that records the progress and resolution of a problem ticket another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file assignment of a problem to someone higher in the support chain a tool that can be used to register components a program associated with a file extension A command that uses the process ID to stop a process A command used to find the ID number of each running process a record of a help request and its current status a utility that is used to register component services

A.

escalate B. Taskkill C. default program D. call tracking E. regsvr32 F. ticket G. System File Checker H. Component Services I. Blue Screen of Death J. Tasklist

QUESTION 5

What is the last step in the six step troubleshooting method covered in this chapter?

	a.	Resolve the problem
	b.	Document
	c.	Plan the fix
	d.	Verify and prevent

1 points

QUESTION 6

You should take ownership of a customer's problem as if it is your own problem.

True

False

1 points

QUESTION 7

Working With a Customer On the Phone - You must be able to visualize what the customer sees, so you must guide the questions you ask, in this direction

True

False

1 points

QUESTION 8

What should you do after a problem has been resolved at an on-site service call?

	a.	if you changed anything since the last boot, reboot one more time
	b.	if you restored data, tell the user all their data is fully restored
	c.	hand the customer the bill and tell him to have a nice day
	d.	tell the customer that if they contracted for preventive maintenance, these problems wouldn't happen

1 points

QUESTION 9

If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.

True

False

1 points

QUESTION 10

If customer cannot help you solve the problem without a lot of coaching, tell that caller that they need to call you back when they calm down and can listen better.

True

False

1 points

QUESTION 11

What should be done if a system cannot boot from the hard drive?

	a.	Reinstall Windows
	b.	Boot from the Windows setup DVD
	c.	Run System File Checker
	d.	Replace the hard drive

1 points

QUESTION 12

If you find more than one problem on the same computer, work on only one problem at a time

True

False

1 points

QUESTION 13

Customers do not know what is best for them, so an opportunity to make decisions about repairs should not be afforded and the tech should make all choices.

True

False

1 points

QUESTION 14

When the customer is overly confident (most likely they think that they know more than they do, to fix the problem), which of the following should never be done when speaking to them on the phone or in person?

	A.	Tell the customer to be quiet because you are the pro and you are there to solve the problem for them.
	B.	Slow the conversation down
	C.	Even though the customer might be using technical jargon, do not use jargon back to the customer
	D.	Dont back off from using problem solving skills

1 points

QUESTION 15

Call Tracking Software As an open ticket ages, it automatically closes.

True

False

1 points

QUESTION 16

Which of the following are unacceptable when working with a customer on site?

	A.	Being as unobtrusive as possible as you work at a clients desk
	B.	Accepting personal calls on your phone
	C.	If you must excuse yourself, explain to the customer and return as soon as possible
	D.	Answering calls from work