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24 Cards in this Set
- Front
- Back
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What is the correct way to conduct a telephone call to troubleshoot a computer problem? |
Maintain professional behavior at all times. |
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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. |
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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? |
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. |
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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 |
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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? |
Signal to the colleague to wait. |
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A technician receives a call from a customer who is too talkative. How should the technician handle the call? |
Allow the customer to speak for one minute and then try to refocus the conversation |
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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 |
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Which statement describes a best practice related to time management? |
The technician should make sure to call the customer back as close to the callback time as possible. |
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Which two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.) |
Offer different repair or replacement options if possible. Communicate the repair status with explanations of any delays. |
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The ___ is a contract defining the agreed-on level of support between a customer and a service vendor |
SLA |
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During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information? |
Keep it confidential. |
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Which statement is characteristic of most personal software licenses? |
A user is allowed to install the software on only one computer. |
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What is the definition of cyber law? |
the collection of international, country, and local laws that affect computer security professionals |
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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.) |
Contact a first responder. Document as much information as possible. |
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When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody? |
evidence tampering |
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When performing computer forensics what is required to prove a chain of custody? |
proper documentation procedures |
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A technician has found possible illegal content on the hard drive of a customer computer. When should a computer forensics expert be brought in? |
after the content is classified as illegal |
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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 users who are logged in to the computer |
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What should a level two technician do immediately after receiving an escalated work order from a level one technician? |
Call the customer back to ask any additional questions and resolve the problem. |
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What is a reason to escalate a problem from a level one technician to a level two technician? |
when drivers, applications, or operating systems need to be installed |
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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 |
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Which situation would require that a support desk call be given the highest priority? |
The company cannot operate because of a system failure. |
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When does a level one technician prepare an escalated work order? |
when a problem cannot be resolved within a predetermined amount of time |
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Which statement best describes a call center? |
It is a place that exists within a company and provides computer support to both employees and customers of the company. |
