IT ESSENTIALS. FINAL EXAM
Which power criterion will affect the number of internal drives that are installed in a
computer? - ANS-power supply wattage
A customer needs additional storage space on an older computer. What will the
technician look at in the computer to determine if an additional hard drive can be
added? - ANS-an available PATA/SATA connection
Why do laptop computers use CPU throttling techniques? - ANS-to reduce the heat that
the CPU may generate
Which step is critical in selecting and installing multiple cooling fans for a PC case? -
ANS-Make sure they provide the same amount of air flow.
Which statement is true about DDR2 and DDR3 RAM modules? - ANS-They use
different types of DIMM slots on the motherboard.
To avoid electromagnetic interference, which type of equipment should a technician
route copper network cables away from? - ANS-electric motors
Which statement is true about the use of an antistatic wrist strap? - ANS-An antistatic
wrist strap should not be worn when repairing a power supply.
Which are two potential risks to a mobile device that could result from rooting or
jailbreaking the device? (Choose two.)- ANS-1. A custom OS enables user access to
the root directory
2. A custom OS may not properly create or maintain sandboxing features.
A customer is upset and wants to speak to a specific technician to resolve a problem
immediately. The requested technician is away from the office for the next hour. What is
the best way to handle this call? - ANS-Make an offer to help the customer immediately,
and advise the customer that otherwise the requested technician will call the customer
back within two hours.
A customer is angry and calls to complain that the service scheduled on the computer
took longer than expected. The technician reviews the work order and notices that the
service was performed by a new employee. How should the technician respond? -
, ANS-Listen to the complaint and then apologize for any inconvenience caused by the
lengthy service on the computer.
What two actions are appropriate for a support desk technician to take when assisting
customers? (Choose two.) - ANS-1. Let a customer finish talking before asking
additional questions.
2. If you have to put the customer on hold, ask the customer for permission.
In which circumstance should a level one technician initiate an escalated work order? -
ANS-when a problem requires expertise from another technician
Which two interface types make it possible to attach different external components to
laptops and desktops without powering the computer off? (Choose two.) - ANS-1.
FireWire
2. USB
Which motherboard feature controls the amount of data that a CPU transfers at one
time? - ANS-front side bus
What laptop component converts DC power to AC so that the display can illuminate? -
ANS-inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two steps
should the technician take before installing the headset? (Choose two.) - ANS-1. Enable
Bluetooth in BIOS Setup.
2. Ensure that the laptop Bluetooth switch is enabled.
Which statement correctly compares the characteristics of coaxial cable with
twisted-pair cable? - ANS-Coaxial cable is physically more difficult to install than UTP
cable.
How is DSL able to carry telephone and data signals at the same time? - ANS-Each
signal uses a different frequency.
A computer technician performed a number of actions to correct a problem. Some
actions did not solve the problem, but eventually a solution was found. What should be
documented? - ANS-everything that was done to try to solve the problem
A user wants to upgrade components in a laptop to improve performance. Which two
components can be replaced by the user? (Choose two.) - ANS-1. RAM
Which power criterion will affect the number of internal drives that are installed in a
computer? - ANS-power supply wattage
A customer needs additional storage space on an older computer. What will the
technician look at in the computer to determine if an additional hard drive can be
added? - ANS-an available PATA/SATA connection
Why do laptop computers use CPU throttling techniques? - ANS-to reduce the heat that
the CPU may generate
Which step is critical in selecting and installing multiple cooling fans for a PC case? -
ANS-Make sure they provide the same amount of air flow.
Which statement is true about DDR2 and DDR3 RAM modules? - ANS-They use
different types of DIMM slots on the motherboard.
To avoid electromagnetic interference, which type of equipment should a technician
route copper network cables away from? - ANS-electric motors
Which statement is true about the use of an antistatic wrist strap? - ANS-An antistatic
wrist strap should not be worn when repairing a power supply.
Which are two potential risks to a mobile device that could result from rooting or
jailbreaking the device? (Choose two.)- ANS-1. A custom OS enables user access to
the root directory
2. A custom OS may not properly create or maintain sandboxing features.
A customer is upset and wants to speak to a specific technician to resolve a problem
immediately. The requested technician is away from the office for the next hour. What is
the best way to handle this call? - ANS-Make an offer to help the customer immediately,
and advise the customer that otherwise the requested technician will call the customer
back within two hours.
A customer is angry and calls to complain that the service scheduled on the computer
took longer than expected. The technician reviews the work order and notices that the
service was performed by a new employee. How should the technician respond? -
, ANS-Listen to the complaint and then apologize for any inconvenience caused by the
lengthy service on the computer.
What two actions are appropriate for a support desk technician to take when assisting
customers? (Choose two.) - ANS-1. Let a customer finish talking before asking
additional questions.
2. If you have to put the customer on hold, ask the customer for permission.
In which circumstance should a level one technician initiate an escalated work order? -
ANS-when a problem requires expertise from another technician
Which two interface types make it possible to attach different external components to
laptops and desktops without powering the computer off? (Choose two.) - ANS-1.
FireWire
2. USB
Which motherboard feature controls the amount of data that a CPU transfers at one
time? - ANS-front side bus
What laptop component converts DC power to AC so that the display can illuminate? -
ANS-inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two steps
should the technician take before installing the headset? (Choose two.) - ANS-1. Enable
Bluetooth in BIOS Setup.
2. Ensure that the laptop Bluetooth switch is enabled.
Which statement correctly compares the characteristics of coaxial cable with
twisted-pair cable? - ANS-Coaxial cable is physically more difficult to install than UTP
cable.
How is DSL able to carry telephone and data signals at the same time? - ANS-Each
signal uses a different frequency.
A computer technician performed a number of actions to correct a problem. Some
actions did not solve the problem, but eventually a solution was found. What should be
documented? - ANS-everything that was done to try to solve the problem
A user wants to upgrade components in a laptop to improve performance. Which two
components can be replaced by the user? (Choose two.) - ANS-1. RAM
