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

Accepted Answer

It is important to listen to the customer and allow them to express their concerns. Apologizing for any issues and offering solutions, such as escalating the complaint to management, can help address the customer's concerns and potentially retain their business. It is not appropriate to dismiss the customer's complaints or blame the customer for being inappropriate. Additionally, even if the complaint is not in your area of expertise, it is still important to address the customer's concerns and find a solution.

Question 2

What command will open the Memory Diagnostics utility?
A) memdiag.exe
B) mdsched.exe
C) ramcheck.exe
D) memfix.exe

Accepted Answer

The correct command to open the Memory Diagnostics utility is "mdsched.exe". This command can be run in the Run dialogue box (Windows key + R) or from the command prompt. Options A, C, and D are not valid commands for opening the Memory Diagnostics utility.

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

Accepted Answer

Problem escalation involves assigning a problem to those higher in the support chain for further resolution. Ticket logging is simply the act of creating a record of the reported issue. Responsibility passing and issue resolution are not specific to the support chain and do not involve escalating problems to higher levels.

Question 4

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

Accepted Answer

It's important to confirm with the customer that they are satisfied with the solution and ask if there's anything else you can assist them with before considering the job finished.

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

Accepted Answer

The command "sfc /scannow" is used to scan and check for any system file corruption on the Windows operating system.

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

Accepted Answer

The last step in the six-step troubleshooting method is to document the problem and the solution. This ensures that a record is kept for future reference, which can be helpful in preventing the issue from recurring or in troubleshooting similar issues more efficiently.

Question 7

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

Accepted Answer

Errors with memory can be difficult to diagnose because they may not appear consistently and may be misinterpreted 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

Accepted Answer

Before making any changes to a system that is experiencing a problem, it is crucial to backup the data in case any further issues arise during the process. This ensures that important data is not lost and can be easily accessed in case of data corruption, system failure, or any other unexpected circumstances. It is also recommended to examine the system to identify the root cause of the problem, establish a theory of what might be causing the issue, and test the theory before making any changes. However, out of these options, backing up the data is the most critical step to take before making any changes to a system.

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.

Accepted Answer

It is not ethical to hide a problem or mistake from the customer, as this can harm their trust in you and the company. It is important to be transparent and honest about any issues and work towards finding a solution together with the customer.

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

Accepted Answer

The best choice is to use the Run as administrator shortcut menu option. This will allow the application to run with elevated privileges, giving it access to resources that were previously inaccessible to the logged-on account. The other options listed (A, C, and D) are not relevant for addressing this particular issue.

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

Accepted Answer

Memory Diagnostics tool can be used to quickly identify if there is any issue with the memory or to eliminate memory as the source of the problem. It will run a series of tests to check the system's RAM, and if any issues are found, it will notify the user.

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

Accepted Answer

Limiting cell phone use to work-related calls shows professionalism and respect for the customer's time and attention. It also helps to minimize distractions while working with the customer. Using the customer's phone for personal calls or charging extra for leaving during their phone call are not appropriate or professional practices. Reading a customer's document without their permission is a violation of their privacy.

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

Accepted Answer

It is not a good practice to ask the customer to put someone else on the line as it might make them feel helpless or inadequate. It is important to be patient and understanding while providing step-by-step instructions and avoiding tasks that could potentially lead to data loss. Asking the customer to read the screen and providing clear mouse and keyboard instructions are both good practices for working with a computer illiterate user over the phone.

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

Accepted Answer

A record of a call for help with a computer problem is known as a 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

Accepted Answer

Rebooting ensures that all changes take effect and the system is stable after modifications.

Question 16

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

Accepted Answer

Microsoft patches and device drivers are specific to the architecture they are designed for, meaning a patch or driver for a 32-bit system may not be compatible with a 64-bit system, and vice versa.

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

Accepted Answer

If a system cannot boot from the hard drive, the best choice would be to boot from the Windows setup DVD. This will allow you to repair the operating system, run diagnostics, and attempt to fix any issues with the hard drive or startup files without having to reinstall the entire operating system or replace the hardware.

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

Accepted Answer

Keeping personal matters separate from business matters is crucial in maintaining a professional relationship with co-workers and supervisors. It allows for a more efficient and productive work environment by avoiding unnecessary conflicts and distractions. Options A, B, and D are not good practices and can lead to negative consequences, such as creating workplace drama, miscommunication, and unrealistic expectations.

Question 19

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

Accepted Answer

As a customer service representative, it is crucial to take ownership of a customer's problem and address it as if it is your own problem. This approach helps build trust with the customer and ensures that their issue is resolved effectively and efficiently.

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

Accepted Answer

Complimenting the user's knowledge, insight, and experience can help build rapport and trust, and may help to redirect their confidence in a more positive direction. It also shows that the support agent values and respects the user's expertise. The other options may escalate the situation and create a negative experience for the user.

Quiz 12: Supporting Customers and Troubleshooting Windows

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

What command will open the Memory Diagnostics utility?

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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