Assume that you are a customer who wants to have a computer repaired. List five main characteristics that you would want to see in your computer repair person.
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Positive and helpful attitude, own the problem, be dependable, be customer-focused, be credible, maintain integrity and honesty, know the law with respect to your work, act professionally, perform your work in a professional manner.
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What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?
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Ask questions to identify the problem and ask the caller to check and try some simple things while on the phone with you.
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You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?
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Call the customer and explain the situation. Agree on a new time of arrival.
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When making an on-site service call, what should you do before making any changes to software or before taking the case off a computer?
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Ask the user to describe the problem in detail and if there is data on the hard drive not backed up. Then ask permission to service the computer.
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What should you do after finishing your computer repair?
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Verify everything is working. Then ask the customer to do the same. Fill out the paperwork.
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What is a good strategy to follow if a conflict arises between you and your customer?
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Stay professional. Allow the customer to vent. Listen carefully. Do what you can to solve the problem. Escalate if necessary.
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You have exhausted your knowledge of a problem and it is still not solved. Before you escalate it, what else can you do?
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Ask a knowledgeable co-worker for help.
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If you need to make a phone call while on a customer's site and your cell phone is not working, what do you do?
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Ask permission to use the phone.
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What is one thing you can do to help a caller who need phone support and is not a competent computer user?
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Allow the customer to ask questions. Be patient and take the customer through each step slowly.
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Describe what you should do when a customer complains to you about a product or service that your company provides.
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Allow the customer to speak without you getting defensive. Take notes and send the information to the right person in your organization. Be an active listener. Show you care.
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What are the six steps that you can use to solve any computer problem?
answer
(1) Interview the user and back up data, (2) Examine the system and form a theory of probable cause or your best guess, (3) Test your theory, (4) Plan a solution and implement it, (5) Verify all works and take appropriate preventive measures, and (6) Document what happened and the outcome.
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How many bits does an x86-based operating system process at one time?
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32 bits
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What is the command to use the Memory Diagnostics tool?
answer
mdsched.exe
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What is the command to use the System File Checker to immediately verify system files? To verify system files on the next restart?
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sfc /scannow, sfc /scanonce
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What GUI tool can you use to stop a program that is hung?
answer
Task Manager
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What command-line tool can you use to stop a program that is hung?
answer
taskkill
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How can you eliminate the possibility that an application error is caused by another application or service running in the background?
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Run the application after starting the system with a clean boot or in Safe Mode.
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How does Windows know which application to use to open a file when you double-click the file in File Explorer or Windows Explorer?
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Windows uses the file extension and associates a file extension to an application.
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Which two tools might a software developer or system administrator use to register a component of an application in the Windows registry?
answer
Component Services (COM+) and Regsvr32
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If an application works when the system is loaded in Safe Mode, but does not work when Windows is loaded normally, what can you assume?
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The problem is not with the application but with the OS, device drivers, or other programs loaded at startup.
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True/False: You should take ownership of a customer's problem as if it is your own problem.
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True
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True/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.
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False
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True/False: Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.
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False
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True/False: Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.
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True
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True/False: Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.
answer
False
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What can you do if you suspect an application requires more privileges than the currently logged-on account?
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Use the Run as administrator shortcut menu option
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What should be done before any changes are made to a system that is experiencing a problem?
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Backup data
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What should be done if a system cannot boot from the hard drive?
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Boot from the Windows setup DVD
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What should be entered at a command prompt in order to scan all system files?
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sfc /scannow
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What is defined as a record of a call for help with a computer problem?
answer
ticket
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You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?
answer
Memory Diagnostics
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What is the last step in the six step troubleshooting method covered in this chapter?
answer
Document
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What is a good practice when working with a customer on site?
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Limit use of your cell phone to work-related calls
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When working with a computer illiterate user over the phone, what is NOT a good practice?
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Before proceeding with the call, tell the customer to put someone else on the line
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If you have an overly confident user on the phone, what is a good practice?
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Compliment the user's knowledge, insight, and experience
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What should you do when you have a customer that is frequently complaining about your company, products, or services?
answer
Allow the customer to vent for a while and apologize as necessary
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What should you do after a problem has been resolved at an on-site service call?
answer
If you changed anything since the last boot, reboot one more time
question
Which of the following involves assigning a problem to those higher in the support chain?
ticket logging, problem escalation, responsibility passing, issue resolution
answer
Problem escalation
question
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 to 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
answer
Be professional by putting business matters over personal matters
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What console can be used to enable, disable, start, or stop a service?
answer
services.msc
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What command will unregister a component when run?
answer
regsvr32.exe /u
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What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?
oscilloscope, flashlight, multimeter, ESD strap
answer
oscilloscope
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What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?
answer
msconfig.exe
question
The System Restore utility can be started from command line using what executable?
answer
rstrui.exe
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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
answer
Establish a Theory; Document outcomes
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What are some useful rules to use when troubleshooting?
Establish your Priorities; Become a Researcher; Never Suspect the User; Make No Assumptions
answer
Establish your Priorities; Become a Researcher; Never Suspect the User; Make No Assumptions
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What two tools can be used to disable a service and to give a list of all currently running services, respectively?
answer
msconfig; taskmgr.exe
question
When attempting to solve application errors, what does the first step involve?
answer
Interview the user and back up data; ask the user to reproduce the problem while you watch; try a reboot
question
What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process?
answer
Consider data corruption; application settings may be wrong; application may be corrupted
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