Chapter 13 Exam - IT Essentials: PC Hardware and Software (Version 4.1)

1   
Which attribute of a solid state drive would be an advantage when being used in a laptop?
   

• Solid state drives have a higher storage capacity than a regular drive.

   
2   
Which maintenance task can be performed to speed up file access on a laptop?

• disk defragmentation

3   
Which two sources can be used to determine the amount of currently installed RAM on a computer? (Choose two.)

• POST screen
• System Properties dialog box

4   
Which IEEE specification defines the FireWire standard?

• 1394

5   
Which statement is true about version control of files that are transferred between a Windows laptop and a Windows desktop PC?

• Windows does not allow files with the same name to exist in the same folder.

   
6   
Which laptop component is typically considered a CRU?

• RAM

7   
Which IEEE specification defines WPAN technology?

• 802.15.1

8   
Some keys on a laptop work intermittently. They sometimes type the letter and sometimes do not. What should a technician do to fix this problem?

• Clean the keyboard.

9   
Which three standard procedures must always be included in a preventive maintenance schedule? (Choose three.)

•   physical cleaning
•   hard drive maintenance
•   software updates

   

10   
A laptop fails to start after a new hard drive has been installed. What are two possible causes of this problem? (Choose two.)

• The hard drive was not hot swappable.
• The BIOS does not recognize the new hard drive.

11   
Which two types of batteries should be completely discharged and then fully recharged to remove the charge memory? (Choose two.)
  

• Ni-Cad
• NiMH

   
12   
A laptop that previously worked now fails to boot. The cursor fails to appear on the screen. When a bootable DVD is inserted, the system still fails to boot even though it is set to boot from CD/DVD. The fan turns, so power is applied and the power light is on. The technician installs the hard drive in another laptop and it works there. What is the probable cause of the problem?
   

•  The CD/DVD drive has failed.

13   
What are two steps a technician should take before repairing a laptop? (Choose two.)
   

• Backup all data stored on the laptop.
• Check the warranty to see if repairs must be done by an authorized service center.

   
14   
A customer is unable to use a laptop on battery power for more than 30 minutes. What would a technician suggest to this customer?
   

• Replace the laptop battery.

   

15   
Which Windows Vista tool is accurately described?

• Disk Defragmenter is meant to be used when a computer has files that are modified, added, or deleted often.

16   
Why should care be taken when charging and handling a laptop battery?

• Laptop batteries can explode if mishandled or improperly charged.

   
17   


Refer to the exhibit. Which type of connection is being established between the PDA and the infrared keyboard?

• line-of-sight

18   
A technician is trying to repair a laptop where the images on the display can only be seen when looking at the screen from an angle. What needs to be done to fix the problem?
   

• Replace the LCD backlight.

19   
Which acronym describes a laptop part that can be replaced by a customer?

• CRU

   
20   
Which type of encryption key should be enabled on WPA-compliant devices?

• 128-bit

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Chapter 12 Exam - IT Essentials: PC Hardware and Software (Version 4.1)

1
A technician notices that a PC that is running Windows XP locks up without any error messages. What is a probable cause of the problem?

• The computer is overheating.

   
2
What is the minimum amount of RAM that is required to install Mac OS X on an Intel-based Apple computer?

• 256 MB

3
In Windows XP which file determines the prompt that a user sees during the boot process when multiple operating systems are present?

• BOOT.INI

4
Which information is backed up when a restore point is created?

• system and Registry information only

5
Which protocol automates assignment of IP addresses?

• DHCP

6
What is the default location for system files in all versions of 32-bit Windows Vista?

• the Windows\Csc subfolder

   
7
What information is contained in restore points in Windows XP?

• deleted files

   
8
Which two locations are commonly used in Windows for temporary files? (Choose two.)

• C:\temp
• C:\Windows\temp

   
9
Which two pieces of information are required when configuring Automatic Updates for Windows XP? (Choose two.)

• day
• time

   
10
A technician is having trouble repairing a difficult Windows XP problem. The usual quick-fix solutions did not work and there are no obvious clues found in either Device Manager or Event Viewer. What two actions should the technician try next? (Choose two.)

• Check any manuals relating to the hardware and software.
• Check the Internet for possible solutions.

   
11
A video-file editor defragments the hard drive on his computer every month to ensure continuing optimal performance. How can the editor ensure that the defragmentation occurs every month?

• Add Defrag to Scheduled Tasks in System Tools.

   
12
What is the purpose of the chkdsk /f command?

• It checks a hard drive for errors and fixes them if possible.

13
Which protocol is used to resolve URLs to IP addresses?

• DNS

14
What is a feature that Internet browsers provide to improve performance when accessing recently visited websites?

• caching recently accessed pages

   
15
A technician boots a Windows XP computer that has an incorrect driver loaded for the video adapter card. How can the technician revert to a previous driver?

• Select the video adapter card in Device Manager, select the Driver tab, and click Roll back driver from Properties.

16
What is the issue if the status of a hard disk drive shows as "Not Initialized" in the Disk Management utility?

• The drive does not contain a valid signature.

17
A new graphics card is installed in a computer. When the computer is powered on, the default drivers are loaded but some of the applications do not work properly. What should the user do to improve the graphics card performance?

• Check the website of the manufacturer for the latest drivers.

   
18
Which two operating systems can be upgraded to Windows XP Home? (Choose two.)

• Windows 98
• Windows NT workstation

   
19
A technician notices that a program that is listed in the registry is not found on a PC that is running Windows XP. What is a possible solution to the problem?

• Run chkdsk /F /R from the command prompt.

20
Which command-line utility can be used to schedule a backup of a Windows XP workstation?

• at

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Chapter 11 Exam - IT Essentials: PC Hardware and Software (Version 4.1)

1
What is the recommended procedure for cleaning a computer fan assembly?

• Hold the fan blades in place and clean them with compressed air.

2
Which two ports are used to connect external media readers to a computer? (Choose two.)

• FireWire
• USB

3
When a technician is servicing a laser printer, which two dangers need to be avoided? (Choose two.)

• burns
• electrical shock

4
How should a floppy disk drive be cleaned?

• Use a drive cleaning kit.

5
What manufacturing process makes a multicore processor operate faster than a single-core processor on the same motherboard?

• The multicore processors are designed with multiple processors integrated into the same circuit.

   
6
While performing routine maintenance, a user notices that the desk area around the computer is cluttered and dusty. After cleaning the desk area, what action should the user take to clean the computer?

• Remove all dust and debris from the computer using a can of compressed air.

   
7
Why should you use an antistatic mat when working on the internal components of a computer?

• reduce the chance of computer components being damaged by ESD

   
8
A customer is interested in video editing and has purchased a FireWire hard drive for storage of videos. However, no FireWire ports are available on the motherboard. What type of adapter will the customer be interested in obtaining?

• I/O

   
9
A technician is concerned that a computer is overheating. The computer reboots without warning. What can the technician do to improve the circulation of air through the computer?

• Add one or more case fans.

10
Under which circumstance would the use of an antistatic wrist strap be discouraged?

• when working with high voltage circuits

   
11
What is the recommended way to clean an optical drive?

• Use compressed air and lint-free cotton swabs.

   
12
You are monitoring a new technician installing a device driver on a Windows-based PC. The technician asks why the company requires the use of signed drivers. What would be the best response to give?

• A signed driver has passed Microsoft's quality lab test and prevents a system from being compromised.

13
A technician has determined that a computer is failing to boot because of a power supply that is not supplying power to the hard drives. What is the correct course of action?

• No attempt should be made to repair the power supply. The power supply should be replaced with a power supply of equal or greater wattage.

   
14
Which type of hard drive cable connects drives in a daisy chain series and requires manual termination at each end of the daisy chain to prevent data corruption?

• SCSI

   
15
Why should a technician avoid using magnetized tools when repairing a computer?

• They can generate ESD that can affect the CPU.

16
A technician needs to retrieve a DVD from an optical drive that is jammed and fails to open. What is the best method the technician could use to retrieve the DVD?

• Insert a pin in the small hole next to the eject button.

    
17
When a computer boots, the hard disk is not recognized. What are two possible causes of the problem? (Choose two.)

• The power cable is not attached properly to the drive.
• The data cable is loose or disconnected.

   
18
What is a critical step when installing a second PATA hard drive in a computer?

• Ensure that pin one of the PATA data cable is correctly aligned with the connector.

19
Which method of disk writing does RAID 5 use?

• parity

   
20
A technician begins gathering data from a customer by asking open-ended questions. Which question is a proper open-ended question?

• What happens when the PC is powered on?

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Chapter 10 Exam - IT Essentials: PC Hardware and Software (Version 4.1)

1
Which issue is an example of an exception to an SLA that should be escalated to a manager?

• A customer wants two new computers added to the existing SLA without additional cost.

    
2
Why is good communication a critical part of successfully troubleshooting customer problems?

• It helps technicians learn important details from the customer.

3
What is the primary responsibility of a level-one helpdesk technician?

• to gather pertinent customer information

   
4
What is the recommended way to place customers on hold?

• Ask and wait for permission before placing customers on hold.

5
Which statement is true about the role of stress when troubleshooting customer computer problems?

• Reducing stress helps customers provide more useful information.

6
Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)

• your name
• ticket number
• customer name

   
7
While servicing a computer, a technician notices that a document labeled "confidential" is open on the computer. What should the technician do?

• Step away from the computer and ask the user to close the document.

   
8
A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the property of the customer? (Choose two.)

• customer e-mails
• hard copies of files on the customer desk

   
9
What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)

• The computer case must be opened.
• The problem cannot be resolved in less than ten minutes.

10
A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?

• Listen to the complaint, apologize for the incident, and then offer to help the customer.

   
11
A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire?

• Follow up with the customer to verify that the problem has been resolved.

   
12
For a computer technician, what is the first step in resolving a customer problem?

• speaking directly with the customer

   
13
While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?

• Wait until the customer has finished speaking, and then explain the possible solution.

14
Which task would be the responsibility of a level-two technician?

• resolving computer problems that are limited to software errors

   
15
Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)

• Use simple step-by-step instructions.
• Speak in plain terms.

16
Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)

• Go for a quick walk.
• Listen to soothing sounds.
• Practice relaxed breathing.

   
17
Where would legal details be found that describe proper handling of information for a specific customer?

• SLA

18
Which two actions are examples of good netiquette? (Choose two.)

• Check grammar and spelling before sending e-mail.
• Use mixed case in e-mail instead of all upper case or all lower case.

   
19
Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?

• remote diagnostics utility

   
20
What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.)

• sending chain letters
• sending anonymous e-mails

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