HELP DESK A
Email address *
16)  In which of the following situations would running an Automated System Recovery (ASR) be the best option?
1 point
10)  If the help desk system groups all inquiries into one priority list of issues, this is called:
1 point
39)  Strategies for preventing dissatisfaction are
1 point
3)  Bold type numbers in parentheses following a folder indicate the number of _____messages in the folder.
1 point
35)  A user reports an issue that does not occur while the technician is onsite. Which of the following actions should the technician perform while troubleshooting this issue with the user?
1 point
36)  Your customer has been having problems with their computer freezing frequently. After troubleshooting, you realize that the computer has contracted a nasty virus and the only way to fix the computer is to reformat it. When you tell the customer that you will need to reformat their computer, they get extremely frustrated and start accusing you of not knowing how to do your job. How should you respond?
1 point
34)  A customer calls asking for help with an error code displayed on a computer running Linux. The technician has limited experience with Linux. What should the technician do?
1 point
30)  A new version of an existing program that is sold at a reduced cost to owners of a previous version of software is:
1 point
23)  You are a network engineer and have been assigned the task of installing Unshielded Twisted Pair (UTP) network cables in a company. Which statement is incorrect for UTP cables?
1 point
46)  An understanding of and indemnification with another person’s problem situation, thoughts and feelings is called
1 point
17)  The new monitor you just purchased is flickering after you finish installing it. What should be changed to alleviate this problem?
1 point
What is your name? *
Your answer
47)  Actively listening to an angry customer
1 point
Password *
Your answer
15)  What does it mean to flash the BIOS?
1 point
7)  Which e-mail retrieval protocol downloads and then deletes messages from a mail server?
1 point
6)  Large messages are grouped by all of the following sizes except ______.
1 point
27)  Updating the incident record with information about a problem as it progresses is called:
1 point
13)  Most hardware devices that malfunction today are 
1 point
31)  Which concept does “Listening is not waiting for your turn to talk” explain?
1 point
38)  Situations when customers have expectations of a certain type or level of service that are not met by a service provider are referred to as
1 point
18)  A customer complains that a recently purchased monitor no longer displays a picture. You verify that the monitor is powered on and that the video cable is securely fastened to the video port. Which of the following actions should you direct the customer to take next?
1 point
12)  Which one of the following is the best example of a simple Automatic Call Distributor in action?
1 point
25)  What is the TRACERT.EXE utility used for?
1 point
43)  What should you remember when faced with conflict?
1 point
42)  What is the common name for a program that spread itself to other systems and often damages resources on those systems?
1 point
22)  You need to connect two computers together for a customer. The customer does not have a network and does not wish to purchase a concentrator, but both computers include functional Ethernet network interface cards with RJ-45 connectors. Which component will allow you to meet your customer's needs?
1 point
41)  An extra backup computer that is purchased and stored until it is needed to replace a broken system is called a _____ system.
1 point
11)  You have been resetting the options for the display of your video card. After several attempts to tweak the settings, you notice that your display is becoming almost illegible. It is even too difficult to see the screen to attempt to enter the graphics card display options to fix the problem. What should you do?
1 point
5)  Using ______, you can have messages automatically forwarded, categorized, or flagged for follow up.
1 point
50)  A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will for the customer or exceeding customer expectations.
1 point
48)  Which of the following is not a competency level for the customer?
1 point
33)  Which is an effective method of dealing with chatterers?
1 point
9)  Who has authorization to view e-mails housed in your mailbox on the company mail server?
1 point
40)  An organization-wide commitment, shared by everyone from top management to operational client relations and client satisfaction are the most important aspects of a business
1 point
4)  To move to the beginning of a line with the keyboard, press:
1 point
20)  A person who is technically knowledgeable or has a relationship with an organization that they feel warrants special attention to their incident is a
1 point
21)  Your computer is located on a TCP/IP network that uses DHCP. You want your computer to release its lease on the TCP/IP configuration that it received from the DHCP server. Which command should you issue to release the configuration?
1 point
Which of the following protocols stores e-mail on the mail server and gives users a choice to download mail or keep it on the server?
1 point
29)  “If it is not in writing, it did not happen” emphasizes the importance of
1 point
45)  The first few sentences in a support incident that introduce an agent, form the basis for the first impression of the support service by the user, and get the incident-resolution process started on a positive note is the
1 point
8)  A file sent in an e-mail is called a(n) _____________________.
1 point
44)  Justifying improvement initiative typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as
1 point
32)  What is the most common way to build rapport with a customer?
1 point
24)  David is using a computer on a network. The NIC in his computer has an ST connector. What type of networking technology is John's network using?
1 point
49)  The first step for problem solving is
1 point
19)  When you place a customer on hold:
1 point
26)  A customer has a network with five devices connected to it. They have made these connections using a switch. One of the computers (Device #1) is connected to switch port #1 but none of the computers on the network can communicate with Device #1. The status light and link light on the switch port are not lit. Which of the following could be the cause?
1 point
37)  Things that customers typically desire but do not necessarily need are
1 point
28)  Who are participants in an end-user needs analysis and assessment project who might gain or lose from its success or failure?
1 point
2)  The _____Pane contains the text of a selected e-mail message.
1 point
14)  Which of the following motherboard types would have a DIN keyboard connector?
1 point
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