Question 1

How do you become A+ certified?

Accepted Answer

To become certified, you must pass the A+ 220-801 exam that covers content on hardware, soft skills (working with people), and networking and the A+ 220-802 exam that covers operating systems, security, networking, and troubleshooting hardware and software.

Question 2

List two of the three requirements for a desktop computer that will be used to run multiple virtual machines.

Accepted Answer

Each VM has its own virtual processor, s...

Question 3

What should you do if you are being verbally abused by a customer?

Accepted Answer

If this type of language is happening, you might say something like this in a very calm tone of voice: "I'm sorry, but my employer does not require me to accept this kind of talk.",

Question 4

Which of the following is likely to be a requirement for a high-end CAD\CAM workstation?

Accepted Answer

A)   a single-core processor with a large cache
B)   a motherboard with quad channels for memory and numerous memory slots
C)   a PATA hard drive running at least 5400 RPM
D)   a moderate video card to balance the pricing on the entire systemE) C) and D)
F) A) and B)

Question 5

Match between columns
                        Premises: provides a virtual desktop for users on multiple client machines
a computer that has an operating system but little computer power
documentation that includes exactly what, when, and from whom evidence was collected
gives a company the right to use multiple copies of software
assignment of a problem to someone higher in the support chain
the legal ability to make duplicates of a work
software that records the progress and resolution of a problem ticket
a technology that enhances the processor support for VMs
a record of a help request and its current status
a program that manages virtual machines

Accepted Answer

The Answer of hypervisor and virtualization server and thin client is...

Question 6

A ____________________ technician goes to a customer site in response to a service call.

Accepted Answer

The answer of A ____________________ technician goes to a customer...

Question 7

A PC support technician goes to a customer site in response to a service call.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is a good practice when working with an overly confident user over the phone?

Accepted Answer

A)   compliment the user's knowledge, insight, and experience
B)   keep the conversation moving to place the user at a disadvantage
C)   point out the customer's mistakes to shake their confidence
D)   use technical jargon that matches or exceeds the customer's use of jargonE) A) and B)
F) All of the above

Question 9

What is it called when one physical machine hosts multiple activities that are normally done on multiple machines?

Accepted Answer

A)   multiprocessing
B)   virtualization
C)   multicore
D)   redundancyE) All of the above
F) B) and C)

Question 10

You may need to _________________ a problem if it should be assigned to someone higher in the support chain.

Accepted Answer

The answer of You may need to _________________ a problem...

Question 11

Describe a thick client.

Accepted Answer

A thick client, also called a fat client...

Question 12

Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?

Accepted Answer

A)   PC support technician
B)   PC service technician
C)   Bench technician
D)   Help-desk technicianE) All of the above
F) None of the above

Question 13

Which of the following is defined as a record of a call for help with a computer problem?

Accepted Answer

A)   token tracker
B)   online help database
C)   expert system
D)   ticketE) A) and C)
F) C) and D)

Question 14

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 15

Which of the following is NOT a good practice when working with a computer illiterate user over the phone?

Accepted Answer

A)   frequently ask the customer to tell you what is displayed on the screen
B)   don't ask the customer to perform a task that might destroy data
C)   before proceeding with the call, tell the customer to put someone else on the line
D)   provide step-by-step mouse and keyboard instructionsE) B) and C)
F) All of the above

Question 16

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 17

Which of the following is NOT a recommendation for a mid-range to high-end audio\video editing workstation?

Accepted Answer

A)   a motherboard that supports at least dual channel memory
B)   a Core i7 or higher processor
C)   at least 16 GB RAM
D)   a 16x single-layer DVD readerE) B) and D)
F) A) and D)

Question 18

Which of the following is NOT an important principle to consider when customizing a system?

Accepted Answer

A)   ensure your company can supply all parts
B)   meet application requirements
C)   balance functionality and budget
D)   consider hardware compatibilityE) All of the above
F) None of the above A

Question 19

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 skillsE) None of the above
F) All of the above

Question 20

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

Accepted Answer

The problem should b...

Exam 9: Satisfying Customer Needs

How do you become A+ certified?

Correct Answer
verified
To become certified, you must pass the A+ 220-801 exam that covers content on hardware, soft skills (working with people), and networking and the A+ 220-802 exam that covers operating systems, security, networking, and troubleshooting hardware and software.

List two of the three requirements for a desktop computer that will be used to run multiple virtual machines.

Correct Answer
verified
Each VM has its own virtual processor, s...
View Answer

What should you do if you are being verbally abused by a customer?

Correct Answer
verified
If this type of language is happening, you might say something like this in a very calm tone of voice: "I'm sorry, but my employer does not require me to accept this kind of talk.",

Which of the following is likely to be a requirement for a high-end CAD\CAM workstation?

Correct Answer
verified

Matching :

A ____________________ technician goes to a customer site in response to a service call.

Correct Answer
verified

A PC support technician goes to a customer site in response to a service call.

Correct Answer
verified

Which of the following is a good practice when working with an overly confident user over the phone?

Correct Answer
verified

What is it called when one physical machine hosts multiple activities that are normally done on multiple machines?

Correct Answer
verified

You may need to _________________ a problem if it should be assigned to someone higher in the support chain.

Correct Answer
verified

Describe a thick client.

Correct Answer
verified
A thick client, also called a fat client...
View Answer

Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?

Correct Answer
verified

Which of the following is defined as a record of a call for help with a computer problem?

Correct Answer
verified

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

Which of the following is NOT a good practice when working with a computer illiterate user over the phone?

Correct Answer
verified

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

Which of the following is NOT a recommendation for a mid-range to high-end audio\video editing workstation?

Correct Answer
verified

Which of the following is NOT an important principle to consider when customizing a system?

Correct Answer
verified
A

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

Correct Answer
verified

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

Correct Answer
verified
The problem should b...
View Answer

Exam 9: Satisfying Customer Needs

How do you become A+ certified?

Correct AnswerverifiedTo become certified, you must pass the A+ 220-801 exam that covers content on hardware, soft skills (working with people), and networking and the A+ 220-802 exam that covers operating systems, security, networking, and troubleshooting hardware and software.

List two of the three requirements for a desktop computer that will be used to run multiple virtual machines.

Correct AnswerverifiedEach VM has its own virtual processor, s...View AnswerShow Answer

What should you do if you are being verbally abused by a customer?

Correct AnswerverifiedIf this type of language is happening, you might say something like this in a very calm tone of voice: "I'm sorry, but my employer does not require me to accept this kind of talk.",

Which of the following is likely to be a requirement for a high-end CAD\CAM workstation?

Correct AnswerverifiedShow Answer

Matching :

A ____________________ technician goes to a customer site in response to a service call.

Correct AnswerverifiedShow Answer

A PC support technician goes to a customer site in response to a service call.

Correct AnswerverifiedShow Answer

Which of the following is a good practice when working with an overly confident user over the phone?

Correct AnswerverifiedShow Answer

What is it called when one physical machine hosts multiple activities that are normally done on multiple machines?

Correct AnswerverifiedShow Answer

You may need to _________________ a problem if it should be assigned to someone higher in the support chain.

Correct AnswerverifiedShow Answer

Describe a thick client.

Correct AnswerverifiedA thick client, also called a fat client...View AnswerShow Answer

Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?

Correct AnswerverifiedShow Answer

Which of the following is defined as a record of a call for help with a computer problem?

Correct AnswerverifiedShow 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

Which of the following is NOT a good practice when working with a computer illiterate user over the phone?

Correct AnswerverifiedShow 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

Which of the following is NOT a recommendation for a mid-range to high-end audio\video editing workstation?

Correct AnswerverifiedShow Answer

Which of the following is NOT an important principle to consider when customizing a system?

Correct AnswerverifiedA

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedThe problem should b...View AnswerShow Answer

Correct Answer
verified
To become certified, you must pass the A+ 220-801 exam that covers content on hardware, soft skills (working with people), and networking and the A+ 220-802 exam that covers operating systems, security, networking, and troubleshooting hardware and software.

Correct Answer
verified
Each VM has its own virtual processor, s...
View Answer

Correct Answer
verified
If this type of language is happening, you might say something like this in a very calm tone of voice: "I'm sorry, but my employer does not require me to accept this kind of talk.",

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A thick client, also called a fat client...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A

Correct Answer
verified

Correct Answer
verified
The problem should b...
View Answer