Multiple Choice Questions

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