Chapter 2.2, 2.3 Quiz

A user called the Help Desk because he's having trouble downloading new messages from the company's email server. The Help Desk technician told him to open a command prompt and try to ping the email server. The technician also told him to check his SMTP and POP3 server IP addresses. Did the Help Desk technician hands this request correctly? (2.2)

No, the technician used jargon that the user probably didn't understand

No, the technician should have walked to his desk and conducted the tests for the user

No, the technician should have had the user check his workstation's IP address configuration first

Yes, the request was handled properly

You are the PC technician for a company. You received the following email from an employee: "My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well."

When you arrive at the user's desk, you ask him to show you how they usually go about their email tasks, You quickly determine that the problem is not with the program, but that the user need to be completed by the end of the day, and this is not high on your priority list. What is the best way for you to respond? (2.2)

Inform the employee that there isn't anything wrong with the program and that he simply does no know how to use it correctly

Set up a time where you can sit down with the employee and show him how to complete common tasks

Tell the employee to ask their co-workers how to use the program id he came across further problems

Direct the employee to the email program's help utility

A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the best way to respond? (2.2)

Tell the user that they will need to find someone else to take care of their problem

Try to perform the task by yourself

Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task

Tell the user that isn't in your job description and move on with your current task

While on a service call at a customer site, you are discussing the problem with the customer when your cellphone rings, You check the caller ID, and you see that the call is related to parts you ordered for another customer. What is the most professional way to handle the situation? (2.3)

Immediately answer the phone and try to finish the call as fast as you can

Answer the phone and say, "I'm busy right now, I'll call you right back."

Ask the customer if they mind if you take the call, then step into the hallway to briefly talk on the phone

Ignore the phone and let it continue ringing until the caller reaches your voicemail

As a PC technician, what are the best actions to take if you are late to an appointment? *select 2* (2.2)

Give a realistic timeframe for your arrival

Contact the customer and apologize

Explain why you are late

Blame your tardiness on heavy traffic

Tell a joke to ease the situation

You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off, After switching it on, all of the components and their functionality return to normal. Which of the following is the best way to explain what the problem was to the customer? (2.2)

"Next time you need to call, check the power strip switch, It was turned off. That's why nothing worked. If I were you-and luckily I'm not- I would have checked this first and saved both of our time."

"All I did was flip the power switch. You probably bumped it by accident. And that accident just cost you about 80$. But don't feel bad, accidents happen to everyone. Although, this could have been easily avoided."

"That was probably the easiest problem I've ever fixed. I am surprised you had to call in. Thanks for making my day! All I had to do was flip this little switch, You're good to go."

" I found this power strip switch in the off position, Now that its on, it looks like everything is working, It appears as though that was the problem. Can you confirm that the problem has been resolved?"

You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer which states that a friend of yours in accounting will be submitted for review if their poor work performance continues. What should you do? (2.2)

Give your friend a heads up about what you found, but don't disclose from where you heard the information

Ignore the paper and tell no one of its contents

Tell your fellow PC technicians about what you saw and let them decide what to do with the information

Tell your friend about the report you saw and whose desk it was on

You are a PC technician for a company. An employee needs you to install some software on his computer over his lunch break. When you log on to the computer, you notice the employee's desktop has so many shortcuts and files that you can't even see the desktop background. Which of the following actions should you take? (2.2)

Create a folder named "clutter" and move everything from the desktop into it. Then tell the employee they should organize what's in the folder

Move the shortcuts into a single folder, and then look at each file and organize them into folders based on their contents.

Delete all the shortcuts and move all the files into a single folder on the desktop, and then inform the employee what you did

Install the software and leave the employees computer exactly how you found it

An employee demands that needs more RAM for her computer in order to complete her work tasks, but you know that her department isn't budgeted for new equipment. Your supervisor is the only one that has authority to allocate department funds. How should you respond? (2.2)

Tell the employee that she isn't currently budgeted for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired

Tell that employee that you will get new RAM for their computer as soon as possible

Tell the employe that she should do with what she has

Tell the employee that the best option is for her to purchase new RAM for the computer and bring it in to work

A user called her organization's help desk to request help with connecting to a new network server. The help desk technician came to her desk to resolve the issue. Once there, the technician used the user's telephone to call his girlfriend. The call lasted the entire time the technician was at the users desk. Did the technician handle the request correctly? (2.2)

No, the technician should have sent the user instructions in an email

No, the technician should have directed the user to the network software's documentation on the Internet.

Yes, the technician handled the request correctly.

No, the technician should not have used the user's telephone for a personal call

As a troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customers actions. How should you best address the situation? (2.2)

Tactfully explain the problem without accusing or judging the customer

Fix the problem without saying anything, realizing that you'll probably be back again for the same problem

Explain the problem with abbreviations for well known components

Ask the customer, "What did you do it?"

You work at the IT Help Desk in your company, An employee calls to report a problem with her workstation and a service ticket is assigned to you. You respond to the service ticket immediately and arrive at the employees workstation within minutes; However, when you begin speaking to her, you can't understand what she is saying because she is speaking Spanish, And you do not understand Spanish. What should you do? (2.2)

Find an interpreter

Ignore the user and start working on the computer

Use hand gestures to communicate

Walk away and assign the problem to someone else

What are loopback plugs used for? (2.3)

Remove broken pins from within sockets

Testing ports by returning output signals as input signals

Grabbing and lifting small objects

Connecting computers together without using network cards or modems

Your workstation is unable to communicate with any other computer on the network. Which of the following tools should you use to test the ability of the network card to send and receive signals? (2.3)

Multimeter

Cable-tester

Loopback plug

Ohmmeter

Unlock and Upgrade

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