Please prove all the correct answer including match question without explain, th

Question

Please prove all the correct answer including match question without explain, thank you very much

QUESTION 1

Call tracking software – tracks support calls and gives technicians a place to keep their call notes

True

False

1 points   

QUESTION 2

When working with co-workers and supervisors, which of the following is a good practice?

be professional by putting business matters over personal matters

if you need to give bad news or criticism, use email to lessen the blow

never tell your boss you can't take on a new project, even if it's beyond your skills

if you have a problem with a co-worker, first discuss it with other co-workers

1 points   

QUESTION 3

What is defined as a record of a call for help with a computer problem?

token tracker

online help database

ticket

expert system

1 points   

Question 4

Match each item with a statement below.   

software that records the progress and resolution of a problem ticket
  
another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system

a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file
  
assignment of a problem to someone higher in the support chain

a tool that can be used to register components
  
a program associated with a file extension

A command that uses the process ID to stop a process
  
A command used to find the ID number of each running process

a record of a help request and its current status

a utility that is used to register component services

A.

escalate
B.  
Taskkill
C.  
default program
D.  
call tracking
E.  
regsvr32
F.  
ticket
G.  
System File Checker
H.  
Component Services
I.  
Blue Screen of Death
J.  
Tasklist

QUESTION 5

What is the last step in the six step troubleshooting method covered in this chapter?

Resolve the problem

Document

Plan the fix

Verify and prevent

1 points   

QUESTION 6

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

True

False

1 points   

QUESTION 7

Working With a Customer On the Phone - You must be able to visualize what the customer sees, so you must guide the questions you ask, in this direction

True

False

1 points   

QUESTION 8

What should you do after a problem has been resolved at an on-site service call?

if you changed anything since the last boot, reboot one more time

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 preventive maintenance, these problems wouldn't happen

1 points   

QUESTION 9

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

False

1 points   

QUESTION 10

If customer cannot help you solve the problem without a lot of coaching, tell that caller that they need to call you back when they calm down and can listen better.

True

False

1 points   

QUESTION 11

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

1 points   

QUESTION 12

If you find more than one problem on the same computer, work on only one problem at a time

True

False

1 points   

QUESTION 13

Customers do not know what is best for them, so an opportunity to make decisions about repairs should not be afforded and the tech should make all choices.

True

False

1 points   

QUESTION 14

When the customer is overly confident (most likely they think that they know more than they do, to fix the problem), which of the following should never be done when speaking to them on the phone or in person?

Tell the customer to be quiet because you are the pro and you are there to solve the problem for them.

Slow the conversation down

Even though the customer might be using technical jargon, do not use jargon back to the customer

Don’t back off from using problem solving skills

1 points   

QUESTION 15

Call Tracking Software – As an open ticket ages, it automatically closes.

True

False

1 points   

QUESTION 16

Which of the following are unacceptable when working with a customer on site?

Being as unobtrusive as possible as you work at a clients desk

Accepting personal calls on your phone

If you must excuse yourself, explain to the customer and return as soon as possible

Answering calls from work

a.

be professional by putting business matters over personal matters

b.

if you need to give bad news or criticism, use email to lessen the blow

c.

never tell your boss you can't take on a new project, even if it's beyond your skills

d.

if you have a problem with a co-worker, first discuss it with other co-workers

Explanation / Answer

Answer 1: True

Call tracking software tracks support calls and gives technicians a place to keep their call notes.

Answer 2: c. never tell your boss you can't take on a new project, even if it's beyond your skills.

One should try hard to gain skills.
Answer 3: c. ticket

Ticket a record of a call for help with a computer problem.
Answer 4:

The correct matchings are as follows:

software that records the progress

and resolution of a problem ticket

Answer 5: b.Document

Document is the last step in the six step troubleshooting method covered in the chapter.
Answer 6: True

one should take ownership of a customer's problem as if it is your own problem.
Answer 7: True

The customer should be visualized properly inorder to serve better.

Answer 8: c. hand the customer the bill and tell him to have a nice day

Answer 9: False

The problem should not be hidden from the customer.

Answer 10: False

Should not ask the customer to call back later.

Answer 11: b. Boot from the Windows setup DVD

if a system cannot boot from the hard drive Boot from the Windows setup DVD.

Answer 12: True

Work on a single problem at a time.

Answer 13: True

Tech should make all choices as customers do not know what is best for them.

Answer 14: A. Tell the customer to be quiet because you are the pro and you are there to solve the problem for them.

Answer 15: True

Call Tracking Software always closes.

Answer 16: B. Accepting personal calls on your phone.

Personal calls on prone is unacceptable .

software that records the progress

and resolution of a problem ticket

call tracking another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system Blue Screen of Death

a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file System File Checker

assignment of a problem to someone higher in the support chain Escalate a tool that can be used to register components ticket a program associated with a file extension default program

A command that uses the process ID to stop a process Taskkill

A command used to find the ID number of each running process regsvr32

a record of a help request and its current status Tasklist

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