Last Updated on March 29, 2016 by InfraExam
IT Essentials – ITE Chapter 13 Exam Answers v6.0 2018 2019
Cisco ITE v6.0 latest or IT Essentials v6.0 Chapter 13 Exam Answers PC hardware and software (ITE Version 6.00) collection year 2017, 2018 and 2019 Full 100%. IT Essentials has been know as ITE v6. The following are the questions exam answers. Guarantee Passed. ITE v6.0 Chapter 13 exam answers has some new update from the old version 5. You can review all Chapter 13 Exam Answers. You will get passed scored 100% with this version 6.0. Good Luck for ITE v6.0 Exam!
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What is the correct way to conduct a telephone call to troubleshoot a computer problem?
- Always gather information from the customer and escalate the problem.
- Maintain professional behavior at all times.
- Ask personal questions to get better acquainted with the customer.
- Explain each step to help the customer understand the troubleshooting process.
Explanation:It is important for a technician, when talking by phone with a customer, to be professional. Also, having good communication skills enhances credibility with the customer.
What is a recommended technique for a technician who is both troubleshooting a problem and also trying to help a customer relax?
- Establish a good rapport with the customer.
- Give the customer one minute to speak before taking over the conversation.
- Put the customer on hold.
- Spend time explaining the cause of the problem to the customer.
Explanation:Good communication skills of a technician are very important and aid in the troubleshooting process. An important part of good communication is to establish a good rapport with the customer. Establishing a good rapport can help the customer to relax and a relaxed customer is more likely to be able to provide the information that the technician needs to determine the source of the problem.
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?
- Refer the angry customer to a supervisor.
- Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.
- 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.
- Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.
Explanation:If a customer wants to talk to a specific technician, try to contact that technician and see if the technician can take the call. If the technician is not available, try to make an effort to help the customer and tell the customer that the favorite technician will contact the customer later if the customer prefers to wait.
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 transferring the call
- apologizing for any inconvenience caused to the customer
- sympathizing with the customer
- letting the customer explain the problem without interruption
When dealing with an angry customer a technician can help the customer focus on the problem by:
- Letting the customer explain the problem without interruption
- Sympathizing with the customer
- Apologizing for inconvenience
The technician should avoid further angering the customer by:
- Putting the customer on hold
- Explaining what caused the problem
A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?
- Interrupt the customer and ask whether the customer would mind going on hold for a few minutes.
- Tell the customer that the call will be put on hold for a few minutes.
- Signal to the colleague to wait.
- Mute the line to the customer while discussing the issue with the colleague.
Explanation:When taking a call from customers, you must remain focused on their problems. You must not interrupt them or abruptly put them on hold without an explanation and asking for their consent.
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 be of help.
- Allow the customer to speak for one minute and then try to refocus the conversation.
- Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
- Politely step in and gain control of the call by asking the customer social questions.
Explanation:If a customer is too talkative, the technician should allow the customer to speak for one minute before attempting to refocus the conversation with as many closed-ended questions as possible.
What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
- the use of active listening, with occasional interjections such as “I see” or “I understand”
- clarifying what customers say after they have finished their explanations
- interrupting customers with a question to gather more information
- asking customers to paraphrase their explanations
- focusing on what you cannot do to give customers an idea of the magnitude of the problem
Explanation:It is very important to make customers feel that they are being listened to. Interacting with them and using some interjections to let them know that you are listening, or paraphrasing the problem back to them, will show that you are listening. Interrupting them or making customers repeat what they just said and focusing on what you cannot do will only make customers angry.
Which statement describes a best practice related to time management?
- The technician should take the easier calls first, regardless of the urgency.
- The technician should give better service to a customer for whom the technician feels more sympathy.
- The technician can take the call of another technician, even without permission to do so.
- The technician should make sure to call the customer back as close to the callback time as possible.
In terms of time management, the company policy might state that you must take “down” calls first, even though they might be harder to solve. If you have to call a customer back, make sure that you do it as close to the callback time as possible. When working with many customers, do not give favorite customers faster or better service. When reviewing the call boards, do not take only the easy customer calls. Do not take the call of another technician, unless you have permission to do so.
Which two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.)
- Show favoritism to returning customers.
- Sympathize with customers regarding their negative views of a previous technician.
- Offer different repair or replacement options if possible.
- Communicate the repair status with explanations of any delays.
- Take a call assigned to another technician on the call board if the call is from a known customer.
Explanation:When focusing on customer satisfaction, technicians must communicate effectively and fairly with each customer. A technician must communicate the repair status with a customer and explain any experienced delays. A technician must also offer different repair or replacement options if needed. Technicians should never show favoritism to specific customers, talk negatively about other technicians, or take a call that belongs to another technician without permission.
Fill in the blank.
The SLA is a contract defining the agreed-on level of support between a customer and a service vendor.
During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?
- Document all information in a log file.
- Keep it confidential.
- Send this information to the manager of the customer.
- Send this information to the technician manager.
- Back up the information just in case the customer needs it some day.
Explanation:All customer data must be kept confidential. If information is shared, it would be with other technicians who also have to keep the information confidential.
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 software campus wide.
- A user is allowed to share the software with friends.
- A user is allowed to install the software on only one computer.
Explanation:Most personal software licenses allow a user to run the software on only one PC. Some personal software licenses allow a user to copy the software onto multiple PCs. These licenses usually specify that the copies cannot be run at the same time. Some personal software licenses are for commercial products that require purchase. There are personal software licenses for open source software that are free to use. Personal software licenses are intended for personal use of the product. Software to be deployed campus wide needs site licenses or enterprise licenses.
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
- a contract that defines expectations between an organization and IT service vendors for an agreed upon level of support
- the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
Explanation:Cyber law describes the collection of international, regional, country, and state laws that affect computer security professionals.
Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)
- Confront the customer immediately.
- Remove and destroy the hard drive.
- Contact a first responder.
- Shut down the computer until authorities arrive.
- Document as much information as possible.
Explanation:If illegal content is found, begin documentation to build a chain of custody and contact a first responder immediately.
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 of custody created with accurate documentation can prevent evidence tampering so that the integrity of the evidence can be assured.
When performing computer forensics what is required to prove a chain of custody?
- proper documentation procedures
- an admission of guilt
- collected evidence
- expert testimony
Explanation:A chain of custody requires accurate and thorough documentation to track the collected evidence.
A technician has found possible illegal content on the hard drive of a customer computer. When should a computer forensics expert be brought in?
- immediately after the IT technician found the content
- after a system administrator has viewed the content
- after routine administrative tasks have been completed on the customer PC
- after the content is classified as illegal
Explanation:A computer forensics expert should be brought in during first response once it has been found that illegal activity has occurred. If a technician allows routine administrative tasks to continue on a PC or workstation, evidence may become inadmissible.
A technician is analyzing a computer that may have been used for illegal activity. What are two examples of volatile data? (Choose two.)
- network connections that are open
- data that is located on an optical drive
- files available on an internal drive
- users who are logged in to the computer
- a USB drive that is connected to the computer
Explanation:Persistent data is identified as any data that is stored on a local internal or external drive or an optical drive. The data will be preserved when power is removed from a persistent data source. Volatile data includes programs that are running, open network connections, and logged-in users.
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.
- Call the customer back to ask any additional questions and resolve the problem.
- Document suggestions to solve the problem in the work order and return it to the level one technician.
- Send the work order to a level three technician and ask for support.
Explanation:When a problem cannot be resolved within a predetermined amount of time, the level one technician prepares an escalated work order. The level two technician receives the escalated work order with the description of the problem. The level two technician then calls the customer back to ask any additional questions and resolve the problem.
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 systems need to be installed
- when the screen resolution of a customer PC needs to be adjusted
- when a peripheral device needs to be replaced
Explanation:A technician should always follow company policies for problem escalation, but in general a problem should be escalated to a level two technician anytime it involves an advanced procedure that could cause serious damage to user equipment, data loss, or cause a widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an issue effectively, the issue should be escalated to a level two technician.
What are three pieces of information a level one technician should gather from a customer? (Choose three.)
- contact information
- description of the problem
- details of any recent changes to the computer
- output from diagnostic software
- output from a remote connection to the customer computer
- current CMOS settings
Explanation:A level one technician should gather information from the customer and solve simple problems. For more advanced diagnostics, opening the computer case, running diagnostics software, and performing remote connections, the problem should be escalated to a level two technician.
Which situation would require that a support desk call be given the highest priority?
- The company cannot operate because of a system failure.
- A couple of computers have operating system errors.
- Some computers cannot log in to the network.
- Two users are requesting an application enhancement.
- A user is requesting a RAM memory upgrade.
Explanation:Call prioritization is a very important task for a call center. Call prioritization saves time by solving the most important issues first. A failure that stops company operations should be considered a top priority.
When does a level one technician prepare an escalated work order?
- when a problem requires that the technician ask questions and document responses
- when a technician is able to answer the questions of the customer and solve the problem
- when a problem cannot be resolved within a predetermined amount of time
- when a technician must enter information using support software
Explanation:If a problem requires the expertise of a level two technician, the level one technician should create a concise description of the problem in a work order or ticketing system and then escalate the problem to level two.
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 customers to make an appointment to report their computer problems.
- It is a place that exists within a company and provides computer support to both employees and customers of the company.
- It is a store-front environment where the customers go with their computers to have them fixed.
Explanation:A call center is a place that customers call to report problems with software or hardware. It may be an independent business that sells computer support as a service or it may exist within a company and offer service to both employees of the company and outside customers that use company products.