Hard/software – chap 12 – Flashcards
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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 resolved a problem, politely tell the customer the job is finished, and go on your way.
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False
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Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.
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True
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Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.
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False
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What can you do if you suspect an application requires more privileges than the currently logged-on account?
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use the Run as administrator shortcut menu option
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What should be done before any changes are made to a system that is experiencing a problem?
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Backup data
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What should be done if a system cannot boot from the hard drive?
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Boot from the Windows setup DVD
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What should be entered at a command prompt in order to scan all system files?
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sfc /scannow
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What is defined as a record of a call for help with a computer problem?
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ticket
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You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?
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Memory Diagnostics
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What is the last step in the six step troubleshooting method covered in this chapter?
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Document
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What 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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When working with a computer illiterate user over the phone, what is NOT a good practice?
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before proceeding with the call, tell the customer to put someone else on the line
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If you have an overly confident user on the phone, what is a good practice?
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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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What should you do after a problem has been resolved 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 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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What command will open the Memory Diagnostics utility?
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mdsched.exe
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What console can be used to enable, disable, start, or stop a service?
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services.msc
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What command will unregister a component when run?
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regsvr32.exe /u
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What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?
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oscilloscope
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What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?
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msconfig.exe
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The System Restore utility can be started from command line using what executable?
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rstrui.exe
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What are two valid steps in the six step troubleshooting method discussed in this chapter?
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Establish a Theory; Document outcomes
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What are some useful rules to use when troubleshooting? (Choose all that apply).
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Make No Assumptions Become a Researcher Establish your Priorities
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What two tools can be used to disable a service and to give a list of all currently running services, respectively?
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msconfig.exe taskmgr.exe
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When attempting to solve application errors, what does the first step involve?
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ask the user to reproduce the problem while you watch interview the user and back up data try a reboot
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What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process?
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application may be corrupted application settings may be wrong consider data corruption
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software that records the progress and resolution of a problem ticket
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call tracking
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a tool that can be used to register components
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Component Services
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a record of a help request and its current status
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ticket
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A command that uses the process ID to stop a process
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Taskkill
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another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system
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Blue Screen of Death
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A command used to find the ID number of each running process
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Tasklist
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a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file
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System File Checker
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a program associated with a file extension
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default program
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assignment of a problem to someone higher in the support chain
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call tracking
