Question 1

Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.

Accepted Answer

Errors with memory are often difficult t...

Question 2

What console can be used to enable, disable, start, or stop a service?

Accepted Answer

A)   msconfig
B)   services.msc
C)   devmanage.msc
D)   taskmgr

Question 3

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

Accepted Answer

A)   ticket logging
B)   problem escalation
C)   responsibility passing
D)   issue resolution

Question 4

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

Accepted Answer

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

Question 5

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

Accepted Answer

A)   Last Known Good Configuration
B)   Event Viewer
C)   Device Manager
D)   Memory Diagnostics

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

What should you do if you cannot solve a problem that you are working on?

Accepted Answer

You should know your company's policy fo...

Question 8

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

Accepted Answer

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

Question 9

Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.

Accepted Answer

A Windows application or hardware proble...

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

Accepted Answer

A)   msconfig.exe
B)   sfc.exe
C)   services.msc
D)   rstrui.exe

Question 12

What command will unregister a component when run?

Accepted Answer

A)   unreg.exe /a
B)   del.exe com+
C)   regsvr32.exe /u
D)   service /c

Question 13

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

A) True 
 B)False

Question 14

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

Accepted Answer

A)   Plan the fix
B)   Resolve the problem
C)   Document
D)   Verify and prevent

Question 15

What command will open the Memory Diagnostics utility?

Accepted Answer

A)   memdiag.exe
B)   mdsched.exe
C)   ramcheck.exe
D)   memfix.exe

Question 16

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

Accepted Answer

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

Exam 5: Supporting Customers and Troubleshooting Windows

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

Correct Answer
verified

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

Correct Answer
verified

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

Correct Answer
verified

Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.

Correct Answer
verified
A Windows application or hardware proble...
View Answer

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

Correct Answer
verified

What command will unregister a component when run?

Correct Answer
verified

What command will open the Memory Diagnostics utility?

Correct Answer
verified

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

Correct Answer
verified

What console can be used to enable, disable, start, or stop a service?

Correct Answer
verified

What should you do if you cannot solve a problem that you are working on?

Correct Answer
verified
You should know your company's policy fo...
View Answer

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.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.

Correct Answer
verified
Errors with memory are often difficult t...
View Answer

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

Correct Answer
verified

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

Correct Answer
verified

Exam 5: Supporting Customers and Troubleshooting Windows

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

Correct AnswerverifiedShow Answer

Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.

Correct AnswerverifiedA Windows application or hardware proble...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

What command will unregister a component when run?

Correct AnswerverifiedShow Answer

What command will open the Memory Diagnostics utility?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What console can be used to enable, disable, start, or stop a service?

Correct AnswerverifiedShow Answer

What should you do if you cannot solve a problem that you are working on?

Correct AnswerverifiedYou should know your company's policy fo...View AnswerShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.

Correct AnswerverifiedErrors with memory are often difficult t...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A Windows application or hardware proble...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
You should know your company's policy fo...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Errors with memory are often difficult t...
View Answer

Correct Answer
verified

Correct Answer
verified