ITE Chapter 11 Exam Answer 2016

ITE Chapter 11 Exam Answer 2016

  1. Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)
    • Contact a first responder.*
    • Confront the customer immediately.
    • Shut down the computer until authorities arrive.
    • Document as much information as possible.*
    • Remove and destroy the hard drive.
  2. What is the definition of cyber law?
    • a single law defining criminal acts that are committed online
    • a contract that defines expectations between and organization and IT service vendors for an agreed upon level of support
    • the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
    • the collection of international, country, and local laws that affect computer security professionals*
  3. When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
    • identity theft
    • copying of copyrighted materials
    • evidence tampering*
    • cyber crime
  4. During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?
    • Send this information to the manager of the customer.
    • Back up the information just in case the customer needs it some day.
    • Document all information in a log file.
    • Send this information to the technician manager.
    • Keep it confidential.*
  5. Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?
    • Send the file as it is to the level two technician.
    • Deliver the file in printed format only.
    • Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.*
    • This file should not be shared with the level two technician.
  6. What are two sections that are usually included in an SLA? (Choose two.)
    • supported equipment and software*
    • home contact information of the technician
    • service provider part suppliers
    • time of service availability*
    • contact information of other clients
  7. Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
    • The technician should contact the customer if the technician is going to be late for a follow-up appointment.*
    • The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
    • The technician should be sure to treat all customers equally.*
    • If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
    • If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.
  8. Which statement describes a best practice related to time management?
    • The technician can take the call of another technician, even without permission to do so.
    • The technician should give better service to a customer for whom the technician feels more sympathy.
    • The technician should take the easier calls first, regardless of the urgency.
    • The technician should make sure to call the customer back as close to the callback time as possible.*
  9. Which two statements are correct about level one and level two technicians? (Choose two.)
    • Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.*
    • Level one technicians usually work on the problems that require opening up the computer case.
    • Level two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”
    • Level two technicians are usually more knowledgeable about technology than the level one technicians are.*
    • Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.
  10. What should a level two technician do immediately after receiving an escalated work order from a level one technician?
    • Call the customer back to ask any additional questions and resolve the problem.*
    • Call the level one technician and ask questions about the problem.
    • Document suggestions to solve the problem in the work order and return it to the level one technician.
    • Send the work order to a level three technician and ask for support.
  11. A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)
    • Use technical terms to determine the level of knowledge the customer possesses.
    • Allow the customer to speak without interruption.*
    • Personalize the call by periodically asking questions unrelated to the computer problem.
    • Refer to the customer by name whenever possible.*
    • Ask only closed-ended questions.
  12. What is the correct way to conduct a telephone call to troubleshoot a computer problem?
    • Always gather information from the customer and escalate the problem.
    • Ask personal questions to get better acquainted with the customer.
    • Explain each step to help the customer understand the troubleshooting process.
    • Maintain professional behavior at all times.*
  13. A technician receives a call from a customer who is too talkative. How should the technician handle the call?
    • Politely step in and gain control of the call by asking the customer social questions.
    • Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.*
    • Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
    • Talk over the customer and quickly gather the necessary information to be of help.
  14. What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
    • focusing on what you cannot do to give customers an idea of the magnitude of the problem
    • clarifying what customers say after they have finished their explanations*
    • interrupting customers with a question to gather more information
    • asking customers to paraphrase their explanations
    • the use of active listening, with occasional interjections such as “I see” or “I understand”*
  15. What are three pieces of information a level one technician should gather from a customer? (Choose three.)
    • details of any recent changes to the computer*
    • description of the problem*
    • output from diagnostic software
    • output from a remote connection to the customer computer
    • current CMOS settings
    • contact information*
  16. Which situation would require that a support desk call be given the highest priority?
    • A couple of computers have operating system errors.
    • The company cannot operate because of a system failure.*
    • Some computers cannot log in to the network.
    • Two users are requesting an application enhancement.
    • A user is requesting a RAM memory upgrade.
  17. Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)
    • solid state drives*
    • CPU registers
    • RAM
    • hard disk drives*
    • cache
  18. In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?
    • data in transit between RAM and the CPU*
    • data stored on an internal drive
    • data stored on an external drive
    • data stored on magnetic disks
  19. What customer support procedure would likely cause an upset customer to become more upset?
    • Ask the customer to do obvious or unnecessary steps.*
    • Reiterate that you want to solve the problem.
    • Follow a step-by-step approach to solving the problem.
    • Apologize for the wait time if there has been no wait time.
  20. What name is given to a certain set of general rules that apply to written communication over the Internet?
    • flame wars
    • online interactions
    • Internet slang
    • netiquette*
  21. When performing computer forensics what is required to prove a chain of custody?
    • an admission of guilt
    • collected evidence
    • proper documentation procedures*
    • expert testimony
  22. What is a reason to escalate a problem from a level one technician to a level two technician?
    • when the equipment needs to be rebooted
    • when the screen resolution of a customer PC needs to be adjusted
    • when drivers, applications, or operating systems need to be installed*
    • when a peripheral device needs to be replaced

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