Q1 Exam

Larry wants to upgrade to Windows 10. He will use his computer both at home and at work and will need to connect to his company’s Wi-Fi network to share files over the network.

• Windows 10 Home

• Windows 10 Pro

• Windows Education

• Windows Enterprise

Andrew is researching a new operating system for the computers at his workplace. His boss wants the computers to be able to connect to the cloud and thus have security in case the laptops are stolen.

What version of Windows 8.1 does not have the ability to lock the hard drive so that it is unusable if removed from a laptop?

• Windows 8.1 Core

• Windows 8.1 Basic

• Windows 8.1 Pro

• Windows 8.1 Enterprise

[Image] In Windows 10, you can find this user-friendly interface to access numerous Windows settings?

What is the name of this user-friendly interface?

• Profile

• Google

• Settings App

• Network and Sharing Center

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer.

Where can Wanda find this information quickly in Windows 10?

• System Information applet

• Windows Information

• UEFI/BIOS System information

• System window

When working with customers, you should always try to keep a positive attitude.

Why is it important to maintain a positive attitude when working with customers?

• Helps to establish a good customer relationship.

• Helps the customer feel confident you can fix the problem.

• Shows that you have the knowledge needed to fix the problem.

• Helps you to be more reliable.

Henry is sent to work with a customer at the company’s satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons.

What can Henry do about these corporate policy issues?

• Wait until he returns to his office and inform his supervisor.

• Ignore the security problems.

• Confront the employees about the issue.

• Train the employees on why these issues are security concerns.

Derek is working at the help desk when he receives a call from a client about an issue with the company’s email. The customer is very upset about the email issue. He is complaining about the email service and the IT department in general.

What should Derek do to defuse the situation?

• Defend the IT department.

• Hang up the phone.

• Call the supervisor and ask for help with the customer.

• Let the customer vent and then restart the conversation.

George is working onsite at a client’s desk. The client’s phone rings during George’s visit, and the client explains that she must take the call.

What should George do in this situation?

• Leave and go to another client.

• Explain he does not have time to wait.

• Excuse himself and check back when the call is complete.

• Stay and work on the computer during the phone call.

During your service call at the residence of a customer, you discover you will need a part that you don’t currently have.

What should you do in this case?

• Leave and get the part and come back.

• Tell the customer to purchase the part and call when she receives it.

• Explain the situation and give the customer options on how to order the part and when you will return to complete the repair.

• Tell the customer you need the part, do research on the part, and schedule a time to come back and fix the computer.

10. Which of the following is not considered good customer service? (Select all that apply.)

• Be on time.

• Avoid distractions.

• Follow up with the customer.

• Disclose the experience on social media.

• Meet timelines, and if not possible, explain why.