CMPH Chapter 9 – Flashcards
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A Pc support technician goes to a customer site in response to a service call.
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True
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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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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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Once you feel like you have resolve a problem, politely tell the customer the job is finished and go on your way.
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False
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When configuring a CAD/CAM workstation, the quality and performance of the graphics card is of paramount importance
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True
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Which job role works on site, closely interacting with users, and responsible for ongoing PC maintenance?
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PC support technician
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Which job role works in a lab environment and might not interact with users of the PCs being repaired?
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Bench technician
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Which of the following is tru about the A+ 2012 certification and exams?
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the A+ certification is not vendor specific
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Which of the following is defined as a record of a call for help with a computer problem?
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ticket
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Which of the following is NOT a good practice when working with a computer illiterate user over the phone?
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before proceeding with call, tell the customer to put someone else on the line
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Which of the following is a good practice when working with an overly confident user over the phone?
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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?
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Allow the customer to vent for a while and apologize as necessary
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Which of the following should you do after a problem has been completed at an on-site service call?
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if you changed anything since the last boot, reboot one more time
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which of the following 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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Which of the following involves assigning a problem to those higher in the support chain?
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problem escalation
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When working with co-workers and supervisors, which of the following is a good practice?
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be professional by putting business matters over personal matters
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Which of the following is true aobut dealing with software and other digital content?
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the right to copy software belongs to the creator of the work
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Which of the following is documentation that includes what,when, and from whom evidence was collected, the condition of the evidence, and how it was secured?
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chain of custody
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Which of the following is likely to be requirement for a high-end CAD/CAM workstation?
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a motherboard with quad channels for memory and numerous memory slots
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Which of the following is NOT recommendation for a mid-range to high-end audio/video editing workstation?
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a 16x single layer DVD reader
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what is it called when one physical machine hosts multiple activities that are normally done on multiple machines?
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virtualizaiton
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What processor feature might you need to enable in the BIOS if you will be running VMs?
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HAV
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Which of the following is OT important principle to consider when customizing a system?
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ensure your company can supply all parts
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What is it called when a virtualization server provides a virtual desktop for users on multiple client machinces?
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VDI
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What is hypervisor?
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a program that manages VMs
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A ______ technician goes to a customer site in response to a call service
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PC service
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_______ sponsors the A+ Certification Program and manages the exams.
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CompTIA
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You may need to __________ a problem if it should be assigned to someone higher in the support chain.
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escalate
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The job isn't finished until the ______ is done.
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Paperwork
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A ____________ PC is designed to play and possible record music, photos, movies, and video on a TV or large monitor screen.
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Home theater
