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Question 1

Which two actions 
should a technician take 
if illegal content 
such as child pornography 
is discovered on the hard drive 
of a customer computer?

Answer 1

Document as much information
as possible.

Contact first responder.

Question 2

What is the definition of cyber law?

Answer 2

Collection of international, country, and local laws that affect computer security
professionals.

Question 3

When performing computer forensics what can be prevented with properly and carefully documented chain of custody?

Answer 3

Evidence Tampering

Question 4

During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?

Answer 4

Keep It Confidential.

Question 5

Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?

Answer 5

Replace all passwords in the file before emailing the file and then supply the passwords by secure means if required.

Question 6

What are two sections that are usually included in a sla?

Answer 6

Supported equipment and software.

Time of service availability.

Question 7

Which two rules pertain 
to the general 
daily activities of 
employees 
in a call center 
environment?

Answer 7

The technician should be sure to treat all customers equally.

The technician should contact the customer if the technician is going to be late for a follow-up appointment.

Question 8

Which statement describes a best practice related to time management?

Answer 8

Technician should 
make sure to call 
the customer back 
as close to 
the callback time as possible.

Question 9

Which two statements are correct about level one and level two technicians?

Answer 9

Level two technicians are usually more knowledgeable about technology than the level one technicians are.

Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.

Question 10

What should a level two

technician do immediately after receiving an escalated work order from a level one technician?

Answer 10

Call the customer back
to ask any additional questions
and resolve the problem.

Question 11

A customer calls to report a computer problem. Which two actions can the technician take
to establish a
good rapport with
the customer?

Answer 11

Allow the customer to speak without interruption.

Refer to the customer by name whenever possible.

Question 12

What is the correct way to conduct a telephone call to troubleshoot a computer problem?

Answer 12

Maintain professional

behavior at all times.

Question 13

A technician receives a call from a customer who is too talkative.
How should the technician handle
the call?

Answer 13

Allow the customer to speak
without interruption and
then try to use closed-ended questions to gather data.

Question 14

What are two examples of displaying professional communication skills while talking to a customer?

Answer 14

Clarifying what customers says after they have finished.

The use of active listening,
with occasional interjections such as
I see or I understand.

Question 15

What are three pieces of information a level one technician should gather from a customer?

Answer 15

Description of the problem.

Details of any recent changes to the computer.

Contact information.

Question 16

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

Answer 16

The company cannot operate

because of a system failure.

Question 17

Which two data storage locations contain persistent data that can be used by computer forensics specialists?

Answer 17

Hdd’s

Sdd’s

Question 18

In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?

Answer 18

Data in transit

between ram and the cpu.

Question 19

What customer support procedure would likely cause an upset customer to become more upset?

Answer 19

Ask the customer to do obvious

or unnecessary steps.

Question 20

What name is given to 
a certain set of 
general rules that apply 
to written communication 
over the Internet?

Answer 20

Netiquette

Question 21

When performing
computer forensics
what is required to prove
a chain of custody?

Answer 21

Proper
documentation
procedures.

Question 22

What is a reason to escalate a problem from a level one technician to a level two technician?

Answer 22

When operating systems
drivers applications
need to be installed.