Deck 1: Windows Versions and Customer Service

Question 1

Richard has been called to the human resources department to repair a desktop computer. The woman using the computer is currently working on the company's payroll and wants to get her computer working quickly so that everyone will be paid on time. While working at her desk, Richard notices that the paperwork she is entering into the system has his coworkers' bank account information. ​
What should Richard do when he discovers this paperwork?

A) Ignore the paper and finish working on the computer.
B) Put something over the papers so that he can't see the information.
C) Ask the client to remove the documents.
D) This information might be useful to have, so he should take a picture.

Answer 1

C

Question 2

During your discussion with a client about a problem with his computer, you realize that he is explaining a problem you have seen several times. ​
What should you do when you realize you understand the problem?

A) Interrupt the client so that you can get to work right away.
B) While the client is explaining the problem, start looking up the fix for the problem on your phone.
C) Actively listen to the client until he finishes explaining the problem.
D) Ignore what the client is saying and get to work.

Answer 2

C

Question 3

What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?

A) File name
B) File extension
C) File version
D) File path

Answer 3

B

Question 4

Isaac was assigned to work on a computer in his company's R&D department. While working on the system, Isaac received several text messages and emails from his coworkers about another issue in the data center. Isaac answered the text messages as they came in and finished working on the computer system in the R&D department. The next day Isaac was called into his supervisor's office. His supervisor told him that he received a complaint that Isaac was on his phone instead of working on the problem with the computer. ​
What should Isaac have done differently to avoid this complaint?

A) Clarified with the client the nature of the problem.
B) Avoided distractions.
C) Made sure he was culturally sensitive.
D) Provided proper documentation.

Question 5

Patrick is working on a computer that is having wireless network connection issues. Patrick decides that he needs to take the laptop with him to repair it and then return it to the user. While Patrick is replacing the wireless network card, he receives a phone call from the user. The user wants to know where the laptop is because he is leaving on a business trip that day and needs the computer. ​
What should Patrick have done to avoid this situation?

A) Provided proper documentation on the service provided.
B) Actively listened to the user.
C) Offered the user different repair options.
D) Not been distracted by text messages while working on the computer.

Question 6

Derek is working at the help desk when he receives a call from a client about an issue with the company's email. The customer is very upset about the email issue. He is complaining about the email service and the IT department in general.  
What should Derek do to defuse the situation?

A) Defend the IT department.
B) Hang up the phone.
C) Call the supervisor and ask for help with the customer.
D) Let the customer vent and then restart the conversation.

Question 7

What is another name for several small utility programs that are found in the Control Panel?

A) Downloads
B) System processes
C) Extensions
D) Applets

Question 8

What type of software is used to control a computer?

A) Application
B) Operating system
C) Utility
D) Interface

Question 9

Larry wants to upgrade to Windows 10. He will use his computer both at home and at work and will need to connect to his company's Wi-Fi network to share files over the network.  
Which version of Windows 10 would you recommend to Larry?

A) Windows 10 Home
B) Windows 10 Pro
C) Windows 10 Education
D) Windows 10 Enterprise

Question 10

In Windows 10, you can find this user-friendly interface to access numerous Windows settings?  
What is the name of this user-friendly interface?

A) Control Panel
B) Administrative Tools
C) Computer Management console
D) Settings app

Question 11

George is working onsite at a client's desk. The client's phone rings during George's visit, and the client explains that she must take the call.  
What should George do in this situation?

A) Leave and go to another client.
B) Explain he does not have time to wait.
C) Excuse himself and check back when the call is complete.
D) Stay and work on the computer during the phone call.

Question 12

From this window,

Where do I click next to get to the following window?

​

A) Change settings
B) Device Manager
C) Advanced system settings
D) System protection

Question 13

Which of the following is not considered good customer service? (Select all that apply.)

A) Be on time.
B) Avoid distractions.
C) Follow up with the customer.
D) Disclose the experience on social media.
E) Meet expectations.
F) Meet timelines, and if not possible, explain why.

Question 14

Andrew is researching a new operating system for the computers at his workplace. His boss wants the computers to be able to connect to the cloud and thus have security in case the laptops are stolen.  
What version of Windows 8.1 does not have the ability to lock the hard drive so that it is unusable if removed from a laptop?

A) Window 8.1 Core
B) Windows 8.1 Basic
C) Windows 8.1 Pro
D) Windows 8.1 Enterprise

Question 15

When working with customers, you should always try to keep a positive attitude.  
Why is it important to maintain a positive attitude when working with customers?

A) Helps to establish a good customer relationship.
B) Helps the customer feel confident you can fix the problem.
C) Shows that you have the knowledge needed to fix the problem.
D) Helps you to be more reliable.

Question 16

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer.  
Where can Wanda find this information quickly in Windows 10?

A) System Information applet
B) Windows Information
C) UEFI/BIOS System information
D) System window

Question 17

John recently upgraded from Windows 8.1 to Windows 10, after the upgrade is complete, on the right-hand side of his desktop there is a new area that contains a way to toggle several Windows features on and off, access the Settings app, and view notifications. ​
What is this area called in Windows 10?

A) Control Panel
B) Action Center
C) Cortana
D) Task View

Question 18

Henry is sent to work with a customer at the company's satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons.  
What can Henry do about these corporate policy issues?

A) Wait until he returns to his office and inform his supervisor.
B) Confront the employees about the issue.
C) Train the employees on why these issues are security concerns.
D) Ignore the security problems.

Question 19

Manuel is working on a project in Visual Studio. He wants to keep this program showing on the entire desktop, but he also needs to have several other applications open so that he can research the project. ​
What feature in Windows 10 will allow Manuel to view Visual Studio on the full desktop and have other applications open at the same time?

A) Task View
B) Snap Assist
C) PowerShell
D) Live tiles

Question 20

During your service call at the residence of a customer, you discover you will need a part that you don't currently have.   
What should you do in this case?

A) Leave and get the part and come back.
B) Tell the customer to purchase the part and call when she receives it.
C) Explain the situation and give the customer options on how to order the part and when you will return to complete the repair.
D) Tell the customer you need the part, do research on the part, and schedule a time to come back and fix the computer.

Question 21

Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the video card, because he has a computer at home with the same problem. The client explains to Jerry that when he fixed the problem, he had to reseat the video card.  
What should Jerry do when dealing with the client? (Select all that apply.)

A) Compliment the client on his knowledge.
B) Use computer jargon when talking with the client.
C) Explain that you are certified and don't need his help.
D) Ask the client to backtrack to see what things he tried in order to fix the computer.
E) Check the simple things first to make sure you do not miss anything.

Question 22

Lane is very nervous about going to visit the person on his help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult she is to deal with. ​
What advice can you give Lane for dealing with this difficult client? (Select all that apply.)

A) Just ignore her and get to work on the computer.
B) Try not to argue with her or be defensive.
C) When talking with her, use clarifying statements to show her you understand the problem.
D) Don't dismiss what she says the problem might be.

Question 23

What is the maximum amount of memory supported by a 32-bit Windows operating system?

A) 1GB
B) 4GB
C) 16GB
D) 32GB

Question 24

Sara receives a call from a customer who just purchased her first computer with Windows 10 installed. She is having some issues using the new computer and needs help setting up a printer.   
What should Sara do when working with the inexperienced customer? (Select all that apply.)

A) Keep a positive attitude.
B) Frequently ask the customer what she sees on the screen.
C) Use technical jargon to teach the customer how to understand technicians.
D) Avoid asking the customer to take steps that might destroy files or settings.
E) Explain that because of her inexperience, the customer should not try to install the printer.

Question 25

John is trying to find everything on his computer associated with a new application that he downloaded.
 
Is it true or false that when using the search box in Windows 10, you can search for an app or a file or search for its name on the web?