Deck 5: Supporting Customers and Troubleshooting Windows

Question 1

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?

A) Last Known Good Configuration
B) Event Viewer
C) Device Manager
D) Memory Diagnostics

Answer 1

D

Question 2

What should be done before any changes are made to a system that is experiencing a problem?

A) Examine the system
B) Backup data
C) Establish a Theory
D) Test your Theory

Answer 2

B

Question 3

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

A) token tracker
B) online help database
C) expert system
D) ticket

Answer 3

D

Question 4

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

A) Plan the fix
B) Resolve the problem
C) Document
D) Verify and prevent

Question 5

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

A) if you restored data, tell the user all their data is fully restored
B) hand the customer the bill and tell him to have a nice day
C) tell the customer that if they contracted for preventive maintenance, these problems wouldn't happen
D) if you changed anything since the last boot, reboot one more time

Question 6

If you have an overly confident user on the phone, what is a good practice?

A) compliment the user's knowledge, insight, and experience
B) keep the conversation moving to place the user at a disadvantage
C) point out the customer's mistakes to shake their confidence
D) use technical jargon that matches or exceeds the customer's use of jargon

Question 7

What command will open the Memory Diagnostics utility?

A) memdiag.exe
B) mdsched.exe
C) ramcheck.exe
D) memfix.exe

Question 8

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.

Question 9

What should be done if a system cannot boot from the hard drive?

A) Reinstall Windows
B) Boot from the Windows setup DVD
C) Run System File Checker
D) Replace the hard drive

Question 10

Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.

Question 11

When working with a computer illiterate user over the phone, what is NOT a good practice?

A) frequently ask the customer to tell you what is displayed on the screen
B) don't ask the customer to perform a task that might destroy data
C) before proceeding with the call, tell the customer to put someone else on the line
D) provide step-by-step mouse and keyboard instructions

Question 12

Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.

Question 13

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.

Question 14

What should be entered at a command prompt in order to scan all system files?

A) msinfo32 /verify
B) systeminfo /sysfiles
C) sfc /scannow
D) chkdsk /r

Question 15

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

Question 16

What can you do if you suspect an application requires more privileges than the currently logged-on account?

A) run the application from the command line using the /highpriority parameter
B) use the Run as administrator shortcut menu option
C) double-click the application icon while holding down the Home key
D) download a 64-bit version of the application and try it again

Question 17

Which of the following involves assigning a problem to those higher in the support chain?

A) ticket logging
B) problem escalation
C) responsibility passing
D) issue resolution

Question 18

What should you do when you have a customer that is frequently complaining about your company, products, or services?

A) explain how the customer is being inappropriate and end the conversation
B) inform the customer that you agree and will make suggestions to management
C) allow the customer to vent for a while and apologize as necessary
D) if the complaint is not in your area of expertise, explain how it is not your problem and ask to move on

Question 19

What is a good practice when working with a customer on site?

A) if a customer has a document on the screen, it's okay to read it
B) limit use of your cell phone to work-related calls
C) since you are there to help, it's okay to use the customer's phone for important calls
D) inform the user that if you have to leave while they make a phone call, they will have to pay more

Question 20

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

A) if you have a problem with a co-worker, first discuss it with other co-workers
B) if you need to give bad news or criticism, use email to lessen the blow
C) be professional by putting business matters over personal matters
D) never tell your boss you can't take on a new project, even if it's beyond your skills

Question 22

How can you eliminate the hard drive as the source of an application error?

Question 23

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?

A) oscilloscope
B) flashlight
C) multimeter
D) ESD strap

Question 24

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

A) msconfig.exe
B) sfc.exe
C) services.msc
D) rstrui.exe

Question 25

Describe the steps you should take if you need to end a hanging application and Task Manager is unable to end it.

Question 26

Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.

Question 27

What command will unregister a component when run?

A) unreg.exe /a
B) del.exe com+
C) regsvr32.exe /u
D) service /c

Question 28

What console can be used to enable, disable, start, or stop a service?

A) msconfig
B) services.msc
C) devmanage.msc
D) taskmgr

Question 29

If a file fails to open, what could be the issue?

Question 30

Briefly explain why you should document after you have solved a problem.

Question 31

Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.

Question 32

What should you do if you cannot solve a problem that you are working on?

Question 33

What is an expert system and what is used for?

Question 34

The System Restore utility can be started from command line using what executable?

A) msconfig.exe
B) sfc.exe
C) services.msc
D) rstrui.exe

Question 35

What should you do if you are being verbally abused by a customer?

Question 36

List the six steps of the troubleshooting process.