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You should take ownership of a customer’s problem as if it is your own problem. |
True |
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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. |
False |
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Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way. |
False |
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Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors. |
True |
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Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation. |
False |
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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 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 is defined as a record of a call for help with a computer problem? |
ticket |
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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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What is the last step in the six step troubleshooting method covered in this chapter? |
Document |
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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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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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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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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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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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Which of the following involves assigning a problem to those higher in the support chain? |
problem escalation |
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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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What command will open the Memory Diagnostics utility? |
mdsched.exe |
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What console can be used to enable, disable, start, or stop a service? |
services.msc |
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What command will unregister a component when run? |
regsvr32.exe /u |
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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 application can be used to set Windows 8 to boot into Safe Mode while still in Windows? |
msconfig.exe |
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The System Restore utility can be started from command line using what executable? |
rstrui.exe |
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What are two valid steps in the six step troubleshooting method discussed in this chapter? |
Establish a Theory; Document outcomes |
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What are some useful rules to use when troubleshooting? (Choose all that apply). |
Make No Assumptions Become a Researcher Establish your Priorities |
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What two tools can be used to disable a service and to give a list of all currently running services, respectively? |
msconfig.exe taskmgr.exe |
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When attempting to solve application errors, what does the first step involve? |
ask the user to reproduce the problem while you watch interview the user and back up data try a reboot |
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What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? |
application may be corrupted application settings may be wrong consider data corruption |
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software that records the progress and resolution of a problem ticket |
call tracking |
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a tool that can be used to register components |
Component Services |
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a record of a help request and its current status |
ticket |
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A command that uses the process ID to stop a process |
Taskkill |
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another name for a stop error, which happens when processes running in kernel mode encounter a problem and Windows must stop the system |
Blue Screen of Death |
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A command used to find the ID number of each running process |
Tasklist |
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a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file |
System File Checker |
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a program associated with a file extension |
default program |
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assignment of a problem to someone higher in the support chain |
call tracking |
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