Deck 12: Supporting Customers and Troubleshooting Windows

Question 1

 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

Answer 1

C

Question 2

) What command will open the Memory Diagnostics utility?

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

Answer 2

B

Question 3

 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

Answer 3

B

Question 4

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

Question 5

 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 6

 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 7

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

Question 8

 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

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.

Question 10

 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 11

 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

Question 12

 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 13

 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 14

) 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

Question 15

 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 16

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

Question 17

 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 18

 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 19

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

Question 20

 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 21

 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 22

 What are some useful rules to use when troubleshooting? (Choose all that apply).

A) Establish your Priorities
B) Become a Researcher
C) Never Suspect the User
D) Make No Assumptions

Question 23

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 assignment of a problem to someone higher in the support chain

Question 24

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 a record of a help request and its current status

Question 25

 When attempting to solve application errors, what does the first step involve? (Choose all that apply.)

A) interview the user and back up data
B) ask the user to reproduce the problem while you watch
C) try a reboot
D) check the Action Center

Question 26

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
. a utility that is used to register component services

Question 27

) What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? (Choose all that apply.)

A) back ups may be bad
B) consider data corruption
C) application settings may be wrong
D) application may be corrupted

Question 28

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file

Question 29

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 software that records the progress and resolution of a problem ticket

Question 30

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 A command that uses the process ID to stop a process

Question 31

 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 32

 What command will unregister a component when run?

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

Question 33

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 a program associated with a file extension

Question 34

 What are two valid steps in the six step troubleshooting method discussed in this chapter?

A) Boot to Safe Mode
B) Establish a Theory
C) Document outcomes
D) Reinstall Windows

Question 35

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 a tool that can be used to register components

Question 36

 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 37

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system

Question 38

Matching
Match each item with a statement below.
a. call tracking
b. Blue Screen of Death
c. System File Checker
d. escalate
e. Component Services
f. default program
g. Taskkill
h. Tasklist
i. ticket
j. Regsvr32
 A command used to find the ID number of each running process

Question 39

 What two tools can be used to disable a service and to give a list of all currently running services, respectively?

A) compmgmt.msc
B) regsvr32.exe
C) msconfig
D) taskmgr.exe

Question 40

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

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

Question 41

 List the six steps of the troubleshooting process.

Question 42

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

Question 43

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

Question 44

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

Question 45

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

Question 46

 What is an expert system and what is used for?

Question 47

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

Question 48

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

Question 49

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

Question 50

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