MCQ Questions
Q.1.
What should be done if a system cannot boot from the hard drive?
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    sfc /scannow
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    limit use of your cell phone to work-related calls
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    if you changed anything since the last boot, reboot one more time
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    Boot from the Windows setup DVD
Q.2.
The System Restore utility can be started from command line using what executable?
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    rstrui.exe
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    Backup data
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    Document
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    msconfig.exe
Q.3.
You should take ownership of a customer's problem as if it is your own problem.
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    True
  • 0%
    False
Q.4.
What should be done before any changes are made to a system that is experiencing a problem?
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    sfc /scannow
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    Backup data
  • 0%
    msconfig.exe
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    oscilloscope
Q.5.
What is the last step in the six step troubleshooting method covered in this chapter?
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    ticket
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    sfc /scannow
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    Document
  • 0%
    problem escalation
Q.6.
Which of the following involves assigning a problem to those higher in the support chain?
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    Backup data
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    sfc /scannow
  • 0%
    problem escalation
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    services.msc
Q.7.
A command used to find the ID number of each running process
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    ticket
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    Taskkill
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    mdsched.exe
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    Tasklist
Q.8.
What two tools can be used to disable a service and to give a list of all currently running services, respectively?
  • 0%
    Boot from the Windows setup DVD
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    msconfig.exetaskmgr.exe
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    msconfig.exe
  • 0%
    Establish a Theory; Document outcomes
Q.9.
When working with co-workers and supervisors, which of the following is a good practice?
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    be professional by putting business matters over personal matters
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    Make No Assumptions Become a Researcher Establish your Priorities
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    before proceeding with the call, tell the customer to put someone else on the line
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    if you changed anything since the last boot, reboot one more time
Q.10.
You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?
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    msconfig.exe
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    msconfig.exetaskmgr.exe
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    Memory Diagnostics
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    use the Run as administrator shortcut menu option
Q.11.
a Windows utility that protects system files and keeps a cache of current system files in case it needs to refresh a damaged file
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    System File Checker
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    Blue Screen of Death
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    oscilloscope
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    problem escalation
Q.12.
What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process?
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    use the Run as administrator shortcut menu option
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    allow the customer to vent for a while and apologize as necessary
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    Make No Assumptions Become a Researcher Establish your Priorities
  • 0%
    application may be corruptedapplication settings may be wrongconsider data corruption
Q.13.
What are some useful rules to use when troubleshooting? (Choose all that apply).
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    ask the user to reproduce the problem while you watchinterview the user and back up data try a reboot
  • 0%
    be professional by putting business matters over personal matters
  • 0%
    if you changed anything since the last boot, reboot one more time
  • 0%
    Make No Assumptions Become a Researcher Establish your Priorities
Q.14.
A command that uses the process ID to stop a process
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    ticket
  • 0%
    Tasklist
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    mdsched.exe
  • 0%
    Taskkill
Q.15.
Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.
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    True
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    False
Q.16.
a tool that can be used to register components
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    services.msc
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    compliment the user's knowledge, insight, and experience
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    regsvr32.exe /u
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    Component Services
Q.17.
Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.
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    True
  • 0%
    False
Q.18.
When attempting to solve application errors, what does the first step involve?
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    allow the customer to vent for a while and apologize as necessary
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    before proceeding with the call, tell the customer to put someone else on the line
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    ask the user to reproduce the problem while you watchinterview the user and back up data try a reboot
  • 0%
    Make No Assumptions Become a Researcher Establish your Priorities
Q.19.
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.
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    True
  • 0%
    False
Q.20.
If you have an overly confident user on the phone, what is a good practice?
  • 0%
    be professional by putting business matters over personal matters
  • 0%
    compliment the user's knowledge, insight, and experience
  • 0%
    limit use of your cell phone to work-related calls
  • 0%
    Make No Assumptions Become a Researcher Establish your Priorities
Q.21.
software that records the progress and resolution of a problem ticket
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    sfc /scannow
  • 0%
    call tracking
  • 0%
    services.msc
  • 0%
    Taskkill
Q.22.
What are two valid steps in the six step troubleshooting method discussed in this chapter?
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    Establish a Theory; Document outcomes
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    oscilloscope
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    use the Run as administrator shortcut menu option
  • 0%
    compliment the user's knowledge, insight, and experience
Q.23.
Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.
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    True
  • 0%
    False
Q.24.
What is defined as a record of a call for help with a computer problem?
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    ticket
  • 0%
    Backup data
  • 0%
    Document
  • 0%
    Tasklist
Q.25.
a program associated with a file extension
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    default program
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    Taskkill
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    regsvr32.exe /u
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    call tracking
Q.26.
When working with a computer illiterate user over the phone, what is NOT a good practice?
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    ask the user to reproduce the problem while you watchinterview the user and back up data try a reboot
  • 0%
    before proceeding with the call, tell the customer to put someone else on the line
  • 0%
    be professional by putting business matters over personal matters
  • 0%
    use the Run as administrator shortcut menu option
Q.27.
What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?
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    oscilloscope
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    sfc /scannow
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    Backup data
  • 0%
    services.msc