Quiz 12 Chapter 12

24 July 2022
4.7 (114 reviews)
15 test answers

Unlock all answers in this set

Unlock answers (11)
question
What are two valid steps in the six step troubleshooting method discussed in this chapter?
answer
Document outcomes Establish a Theory
question
Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.
answer
True
question
What command will open the Memory Diagnostics utility?
answer
mdsched.exe
question
You should take ownership of a customer's problem as if it is your own problem.
answer
True
question
1. software that records the progress and resolution of a problem ticket 2. another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system 3. a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file 4. assignment of a problem to someone higher in the support chain 5. a tool that can be used to register components 6. a program associated with a file extension 7. A command that uses the process ID to stop a process 8. A command used to find the ID number of each running process 9. a record of a help request and its current status 10. a utility that is used to register component services
answer
1. call tracking 2. Blue Screen of Death 3. System File Checker 4. escalate 5. Component Services 6. default program 7. Taskkill 8. Tasklist 9. ticket 10. regsvr32
question
When attempting to solve application errors, what does the first step involve? (Choose all that apply.)
answer
ask the user to reproduce the problem while you watch interview the user and back up data try a reboot
question
What should be done if a system cannot boot from the hard drive?
answer
Boot from the Windows setup DVD
question
What two tools can be used to disable a service and to give a list of all currently running services, respectively?
answer
msconfig.exe taskmgr.exe
question
What is defined as a record of a call for help with a computer problem?
answer
ticket
question
Which of the following involves assigning a problem to those higher in the support chain?
answer
problem escalation
question
Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.
answer
False
question
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
question
What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?
answer
oscilloscope
question
What should be entered at a command prompt in order to scan all system files?
answer
sfc /scannow
question
If you have an overly confident user on the phone, what is a good practice?
answer
compliment the user's knowledge, insight, and experience