You should take ownership of a customer’s problem as if it is your own problem. True or False |
True |
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. True or False |
False |
Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way. True or False |
False |
Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors. True or False |
True |
Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation. True or False |
False |
What can you do if you suspect an application requires more privileges than the currently logged-on account? -run the application from the command line using the /highpriority parameter |
use the Run as administrator shortcut menu option |
What should be done before any changes are made to a system that is experiencing a problem? Examine the system |
backup data |
What should be done if a system cannot boot from the hard drive? -reinstall Windows |
boot from the Windows setup DVD |
What should be entered at a command prompt in order to scan all system files? msinfo32 /verify |
sfc /scannow |
What is defined as a record of a call for help with a computer problem? token tracker |
ticket |
You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool? Last Known Good Configuration |
memory diagnostics |
What is the last step in the six step troubleshooting method covered in this chapter? plan the fix |
document |
What is a good practice when working with a customer on site? -if a customer has a document on the screen, it’s okay to read it |
limit use of your cell phone to work-related calls |
When working with a computer illiterate user over the phone, what is NOT a good practice? -frequently ask the customer to tell you what is displayed on the screen |
before proceeding with the call, tell the customer to put someone else on the line |
If you have an overly confident user on the phone, what is a good practice? -compliment the user’s knowledge, insight, and experience |
compliment the user’s knowledge, insight, and experience |
What should you do when you have a customer that is frequently complaining about your company, products, or services? -explain how the customer is being inappropriate and end the conversation |
allow the customer to vent for a while and apologize as necessary |
What should you do after a problem has been resolved at an on-site service call? -if you restored data, tell the user all their data is fully restored |
if you changed anything since the last boot, reboot one more time |
Which of the following involves assigning a problem to those higher in the support chain? ticket logging |
problem escalation |
When working with co-workers and supervisors, which of the following is a good practice? -if you have a problem with a co-worker, first discuss it with other co-workers |
be professional by putting business matters over personal matters |
What command will open the Memory Diagnostics utility? memdiag.exe |
mdsched.exe |
What console can be used to enable, disable, start, or stop a service? msconfig |
services.msc |
What command will unregister a component when run? unreg.exe /a |
regsvr32.exe /u |
What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits? oscilloscope |
oscilloscope |
What application can be used to set Windows 8 to boot into Safe Mode while still in Windows? msconfig.exe |
msconfig.exe |
The System Restore utility can be started from command line using what executable? msconfig.exe |
rstrui.exe |
What are two valid steps in the six step troubleshooting method discussed in this chapter? boot to Safe Mode |
establish a theory document outcomes |
What are some useful rules to use when troubleshooting? (Choose all that apply). establish your priorities |
establish your priorities become a researcher make no assumptions |
What two tools can be used to disable a service and to give a list of all currently running services, respectively? compmgmt.msc |
msconfig taskmgr.exe |
When attempting to solve application errors, what does the first step involve? (Choose all that apply.) -interview the user and back up data |
interview the user and back up data ask the user to reproduce the problem while you watch try a reboot |
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.) back ups may be bad |
consider data corruption application settings may be wrong application may be corrupted |
Chapter 12 – Hardware Support A+
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