IT Essentials Chapter 14

What is considered ethical behavior by a technician when communicating with a customer?

• • It is normal to send chain emails to customers.

• • A technician can send mass emails to customers.

• • A technician can send forged emails to customers.

• A technician must only send solicited emails

Answer explanation

Unsolicited, chain and forged emails are unethical, and maybe illegal, and must not be sent by a technician to a customer.

A programmer uses an operator to compare two variable values within a program. The variable A is assigned a value of 5 and the valuable B is assigned a value of 7. Which condition test syntax would have provided the result of “true”?

• • A >= B

• • A == B

• • A > B

• A != B

Answer explanation

==  represents equal
!=   represents not equal
<    represents less than
>    represents greater than
<=  represents less than or equal to
>=  represents greater than or equal to

Because 5 is not equal to 7, the resulting output is “true”.

A programmer is building a script in order to calculate the corporate bank account balance within two decimal places. Which data type would be used in the script to represent the balance?

• • char

• • float

• • Bool

• int

Answer explanation

The basic data types used in a script include:

• int that represents integers

• char that represents characters

• float that represents decimal numbers

• strings that represents alphanumeric characters

• Bool that represents true or false

What two roles or tasks are associated with the level one technician? (Choose two.)

• • gathering customer information to initiate a work order

• • gathering diagnostic information from a customer computer

• • escalating a trouble ticket to a level two technician

• • receiving escalated work orders from level two technicians

• remotely updating customer drivers and software

Answer explanation

A level one technician is primarily tasked with gathering pertinent information from the customer and then accurately entering that information into a trouble ticket or a work order. Sometimes the level one technician must escalate the problem to a level two technician if the problem requires a higher level of expertise.

What action should a technician avoid when dealing with a talkative customer?

• • giving the customer a full minute to talk

• • asking closed-ended questions to regain control of the conversation

• • stepping in and attempting to refocus the customer

• asking social questions such as “How are you today?"

Answer explanation

When dealing with a talkative customer, the technician should not encourage non-problem related conversation. Instead, the technician should try to get the customer to refocus on the problem.

Which programming language utilizes scripts that are interpreted and executed line by line when the script is run?

• • C#

• • Java

• • PowerShell

• C++

Answer explanation

Scripting languages are different than compiled languages because each line is interpreted and then executed when the script is run. Scripting languages include Windows batch files, PowerShell, Linux shell script, VBScript, JavaScript, and Python.

Which statement best describes a call center?

• • It is a help desk environment where the customers go with their computers to have them fixed.

• • It is a busy, fast-paced work environment that documents computer problems after they have been repaired by technicians.

• • It is a place to provide computer support to customers.

• It is a help desk used by customers to make an appointment to report their computer problems.

Answer explanation

A call center might exist within a company and offer service to the employees of that company as well as to the customers of that company. Alternatively, a call center might be an independent business that sells computer support as a service to outside customers. In either case, a call center is a busy, fast-paced work environment, often operating 24 hours a day.

What approach should a technician take when receiving a call from a stressed customer?

• • Ask the customer to telephone back when the customer is feeling less stressed.

• • Ask the customer to hold, and then wait five minutes for the customer to calm down.

• • Try to establish a rapport with the customer.

• Transfer the customer to a level-two technician who will ask the customer to explain the problem again

Answer explanation

Customers who have computer problems probably feel stressed. A technician should establish a good rapport with a customer, which might allow the customer to relax a little bit. A relaxed customer might provide more information that will help in troubleshooting the problem.

A customer is explaining a problem with a computer to a technician. The technician recognizes the problem prior to the customer finishing the explanation. What should the technician do?

• • Ask the customer to repeat the problem so that the technician can document it and verify all the facts.

• • Interrupt the customer and let the customer know that the technician knows what the problem is.

• • Wait politely for the customer to finish explaining the problem.

• Start working on the PC while listening to the customer at the same time.

Answer explanation

It is always important to allow the customer to finish explaining the problem at hand. You should always be attentive and actively listen to the customer without interrupting and acknowledge the customer occasionally to affirm that you are actively listening to the customer.

Which situation would require that a support desk call be given the highest priority?

• • Some computers cannot log in to the network.

• A couple of computers have operating system errors

• A user is requesting a RAM memory upgrade

• • The company cannot operate because of a system failure.

• Two users are requesting an application enhancement.

Answer 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.