A customer is angry and calls
to complain that the service scheduled on his computer took longer than
expected. The technician reviews the work order and notices that the
service was performed by a new employee. How should the technician
respond?
Verify that the computer is
working properly now.
Listen to the
complaint and then apologize for any inconvenience caused by the lengthy
service on the computer.
Explain that the repair
technician sent to perform the repair is inexperienced.
Put the customer on hold until
a supervisor is available.
A technician has installed a
new sound card in a PC but it is not operating correctly. Where should
the technician look to investigate driver problems?
Which two ports on a laptop
allow connection or removal of external devices, such as hard drives or
printers, without powering off the computer? (Choose two.)
A technician is repairing
Windows XP and wants to keep all of the application settings in the
operating system. The technician is using the Repair XP option and has
rebooted the computer. A message appears on the screen stating
"Press any key to boot from the CD or DVD." What should the
technician do?
The technician should press
the space bar so that the installation can continue.
The technician
should ignore the message and allow XP to repair the operating system
without deleting any of the applications.
The technician should press
the F8 key so that the restore options can be displayed on the screen.
The technician should press
the windows key so that the operations can continue and the XP CD can be
removed.
The current IP configuration
of a small company is done manually and is time-consuming. Because of
increased network growth, a technician needs a simpler way for IP
configuration of workstations. Which service would simplify the
workstation IP configuration task?
A technician installed Windows
XP on a 20 GB SCSI drive but when the computer is started a NTLDR error
message is displayed. Based on this information which file was most
likely corrupted during installation?
In the event of a catastrophic
system or hardware failure, which Windows XP utility provides a framework
for saving and recovering the operating system?
A customer is upset and wants to
speak to a specific technician to resolve a problem immediately. The
requested technician is away from the office for the next hour. What is the
best way to handle this call?
Refer the angry customer to a
supervisor.
Advise the customer that the
requested technician is out of the office and insist on trying to resolve
the problem.
Make an offer to help the
customer immediately, and advise the customer that otherwise the requested
technician will call the customer back within two hours.
Ignore the request for the specific
technician by walking through a step-by-step process with the customer in
an attempt to refocus the customer and solve the problem.
A customer wants to produce
video recordings to sell to the public. Which two types of media should be
used to accomplish this type of recording? (Choose two.)
A customer requests advice about
the type of storage device to use for 20 new computers. For which two
conditions should SSDs be recommended as replacements for magnetic hard
drives? (Choose two.)
locations that require low power
usage
workplaces that use Blu-ray
storage media
external flash drives that are
required to be connected by USB
workplaces with harsh workplace
conditions where the computers are subject to dust and vibration
locations where redundant disks
are required to appear as one logical disk to the operating system
A customer used the convert.exe
utility to take advantage of NTFS security features. The customer later
discovered that the application on the computer can only read FAT32 files.
After the hard drive was formatted back to FAT32, the customer noticed all
of the data files are missing. What should the customer do next?
Run convertFAT32.exe.
Restore the data files that were
backed up in preparation for the conversion.
Reset the file attribute to show
hidden files.
Restart the computer after
updating the hard drive to FAT32.
A user cannot log in to the
network with a computer that worked yesterday. Other computers on the same
network are working fine. Which troubleshooting process would be most
logical to try first?
Look at the NIC lights.
Use a cable tester to check the
network cable.
Use Device Manager to check for
a resource conflict.
Verify the status of the Windows
firewall ports that are enabled.
Activate the drive error
checking tool to check for damaged areas on the hard disk.
A customer complains that a
scanner has suddenly stopped producing clear images. Which preventive
maintenance task has the customer most likely forgotten to do?
A technician powers on a
computer and opens a web page. A message that the web page could not be
found appears. After checking the URL, the technician verifies that this is
the problem that was reported by the computer owner. What would be the next
step in the troubleshooting process for the technician?
A customer is considering an
inkjet printer to print batches of colored documents that will be
immediately stacked and packaged for shipping. What advice should a
technician give the customer?
The resolution of an inkjet
printer is too low for this work.
A technician has replaced a
failing floppy drive. While testing the new drive, the technician notices
that the floppy drive light remains lit constantly. What is most likely the
cause of the problem?
The new floppy drive is faulty.
The ribbon cable is installed
incorrectly.
The jumper settings are set
incorrectly for the floppy drive.
Which power mode should be used
by a laptop so that all the data is saved, all the applications the user
was working on are left open, and there is no power used by the laptop?
A network specialist has been
hired to install a network in a company that assembles airplane engines.
Because of the nature of the business, the area is highly affected by
electromagnetic noise. Which type of network media should be recommended?
A technician wishes to boot a
computer using a CD-ROM that contains a limited operating system and
diagnostic utilities. Where would the technician set the boot order for the
PC?
A new application fails to
install from a CD known to be virus-free and compatible with the operating
system. What is a possible solution to this problem?
Use the Last Known Good
Configuration.
Update the operating system from
the Windows Update website.
Close all other running programs
before installing the new application.
Run the installation application
under Windows XP compatibility mode.
When starting a computer, a
customer can no longer select two of the operating systems that are
installed. Which file may be corrupted and causing this error?
A technician is explaining the
differences between inkjet printers and laser printers to a customer. Which
two comparisons should the technician make? (Choose two.)
Inkjet printers are less
expensive than laser printers.
A laser printer is significantly
slower than an inkjet printer.
Both laser and inkjet printers
produce poor quality images.
The laser printer output is dry
after printing, but an inkjet printer may still have wet ink on the paper
after printing.
Inkjet printers use plain paper
to make economical prints, but laser printers require more expensive
thermal paper.