Chapter 12 - Hardware Support A+

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

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 or False

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way. True or False

Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors. True or False

Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation. True or False

What can you do if you suspect an application requires more privileges than the currently logged-on account? -run the application from the command line using the /highpriority parameter -use the Run as administrator shortcut menu option -double-click the application icon while holding down the Home key -download a 64-bit version of the application and try it again

What should be done before any changes are made to a system that is experiencing a problem? Examine the system Backup data Establish a Theory Test your Theory

What should be done if a system cannot boot from the hard drive? -reinstall Windows -boot from the Windows setup DVD -run System File checker -replace the hard drive

What should be entered at a command prompt in order to scan all system files? msinfo32 /verify systeminfo /sysfiles sfc /scannow chkdsk /r

What is defined as a record of a call for help with a computer problem? token tracker online help database expert system ticket

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool? Last Known Good Configuration Event Viewer Device Manager Memory Diagnostics

What is the last step in the six step troubleshooting method covered in this chapter? plan the fix resolve the problem document verify and prevent

What is a good practice when working with a customer on site? -if a customer has a document on the screen, it's okay to read it -limit use of your cell phone to work-related calls -since you are there to help, it's okay to use the customer's phone for important calls -inform the user that if you have to leave while they make a phone call, they will have to pay more

When working with a computer illiterate user over the phone, what is NOT a good practice? -frequently ask the customer to tell you what is displayed on the screen -don't ask the customer to perform a task that might destroy data -before proceeding with the call, tell the customer to put someone else on the line -provide step-by-step mouse and keyboard instructions

If you have an overly confident user on the phone, what is a good practice? -compliment the user's knowledge, insight, and experience -keep the conversation moving to place the user at a disadvantage -point out the customer's mistakes to shake their confidence -use technical jargon the matches or exceeds the customer's use of jargon

What should you do when you have a customer that is frequently complaining about your company, products, or services? -explain how the customer is being inappropriate and end the conversation -inform the customer that you agree and will make suggestions to management -allow the customer to vent for a while and apologize as necessary -if the complaint is not in your area of expertise, explain how it is not your problem and ask to move on

What should you do after a problem has been resolved at an on-site service call? -if you restored data, tell the user all their data is fully restored -hand the customer the bill and tell him to have a nice day -tell the customer that if they contracted for preventative maintenance, these problems won't happen -if you changed anything since the last boot, reboot one more time

Which of the following involves assigning a problem to those higher in the support chain? ticket logging problem escalation responsibility passing issue resolution

When working with co-workers and supervisors, which of the following is a good practice? -if you have a problem with a co-worker, first discuss it with other co-workers -if you need to give bad news or criticism, use email the lessen the blow -be professional by putting business matters over personal matters -never tell your boss you can't take on a new project, even if it's beyond your skills

What command will open the Memory Diagnostics utility? memdiag.exe mdsched.exe ramcheck.exe memfix.exe

What console can be used to enable, disable, start, or stop a service? msconfig services.msc devmanage.msc taskmgr

What command will unregister a component when run? unreg.exe /a del.exe com+ regsvr32.exe /u service /c

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits? oscilloscope flashlight multimeter ESD strap

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows? msconfig.exe sfc.exe services.msc rstrui.exe

The System Restore utility can be started from command line using what executable? msconfig.exe sfc.exe services.msc rstrui.exe

What are two valid steps in the six step troubleshooting method discussed in this chapter? boot to Safe Mode establish a theory document outcomes reinstall Windows

What are some useful rules to use when troubleshooting? (Choose all that apply). establish your priorities become a researcher never suspect the user make no assumptions

What two tools can be used to disable a service and to give a list of all currently running services, respectively? compmgmt.msc regsvr32.exe msconfig taskmgr.exe

When attempting to solve application errors, what does the first step involve? (Choose all that apply.) -interview the user and back up data -ask the user to reproduce the problem while you watch -try a reboot -check the Action Center

What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? (Choose all that apply.) back ups may be bad consider data corruption application settings may be wrong application may be corrupted