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If you have an overly confident user on the phone, what is a good practice? |
compliment the user’s knowledge, insight, and experience |
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The System Restore utility can be started from command line using what executable? |
rstrui.exe |
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What application can be used to set Windows 8 to boot into Safe Mode while still in Windows? |
msconfig.exe |
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What can you do if you suspect an application requires more privileges than the currently logged-on account? |
use the Run as administrator shortcut menu option |
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What command will open the Memory Diagnostics utility? |
mdsched.exe |
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What command will unregister a component when run? |
regsvr32.exe /u |
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What console can be used to enable, disable, start, or stop a service? |
services.msc |
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What is a good practice when working with a customer on site? |
limit use of your cell phone to work-related calls |
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What is defined as a record of a call for help with a computer problem? |
ticket |
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What is the last step in the six step troubleshooting method covered in this chapter? |
Document |
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What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits? |
oscilloscope |
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What should be done before any changes are made to a system that is experiencing a problem? |
backup data |
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What should be done if a system cannot boot from the hard drive? |
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? |
sfc /scannow |
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What should you do after a problem has been resolved at an on-site service call? |
if you changed anything since the last boot, reboot one more time |
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What should you do when you have a customer that is frequently complaining about your company, products, or services? |
allow the customer to vent for a while and apologize as necessary |
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When working with a computer illiterate user over the phone, what is NOT a good practice? |
before proceeding with the call, tell the customer to put someone else on the line |
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When working with co-workers and supervisors, which of the following is a good practice? |
be professional by putting business matters over personal matters |
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Which of the following involves assigning a problem to those higher in the support chain? |
problem escalation |
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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? |
Memory Diagnostics |
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