Which change management process component is concerned with the cost and resources necessary for implementation? assessment approval implementation identification Explanation: There are several change management process components that help changes,…
What is a reason to escalate a problem from a level one technician to a level two technician? when the equipment needs to be rebooted when drivers, applications, or operating…
What is a typical task performed by a level one technician in a call center? gathering information when a customer calls for help solving the problem that might require opening…
Which statement best describes a call center? It is a busy, fast-paced work environment where agents contact customers to arrange preventive maintenance appointments. It is a help desk used by…
When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody? evidence tampering copying of copyrighted materials cyber crime identity theft Explanation: A chain…
Why is a chain of custody important in a cyber crime case? It authenticates evidence. It ensures conviction It proves guilt. It protects copyrighted materials. Explanation: Evidence must be authenticated…
During computer forensics investigations, which type of data is lost when power is removed from the computer? data that is stored on solid state drives data that is stored in…
Which is true regarding the treatment of customer property? A technician does not have to care about copies of customer files because it is not the original. A customer's phone…
What does a technician need in order to make changes to software installed on the computer of a customer? the authorization of a more senior technician customer authorization verification that…
Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.) If a technician takes a call from a customer the technician does…
What should a level two technician do immediately after receiving an escalated work order from a level one technician? Call the level one technician and ask questions about the problem.…
A technician receives a call from a customer who is too talkative. How should the technician handle the call? Talk over the customer and quickly gather the necessary information to…
Which task would require that a problem be escalated to a level two technician? changing CMOS settings cleaning a mouse changing toner cartridges checking loose external cables Explanation: Straightforward tasks…
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…
A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be…
A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do? Make a copy of all the…
What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.) spending time explaining what caused the problem putting the customer on hold or…
Which statement is characteristic of most personal software licenses? Developers are allowed to modify and share the source code that runs the software. A company is allowed to use the…
What is a characteristic of the open source license of an application software? It requires registration instead of purchasing. It cannot be used for campus-wide deployment. It allows users to…
What is the definition of cyber law? a single law defining criminal acts that are committed online the collection of international, country, and local laws that affect computer security professionals…