A+ 902 Test 20

Question 1

Which of the following tools are used to provide protection against ESD?

Answer 1

ntistatic bag
Ground mat
Antistatic wrist strap

Question 2

Examples of devices/device components regulated under special disposal procedures due to environmental/safety hazards include:

Answer 2

Batteries
CRTs
Toner cartridges

Question 3

Which of the following devices may pose a risk to electrical safety due to accumulated high voltage?

Answer 3

CRTs
Power supplies
Inverters
Laser printers

Question 4

A document describing procedures for safe handling, use, storage and disposal of potentially hazardous materials is called:

Answer 4

MSDS

Question 5

Which of the terms listed below refers to an environmental control system?

Answer 5

HVAC

Question 6

The term “Brownout” refers to what kind of situation?

Answer 6

Temporary drop in voltage

Question 7

What does the term “Blackout” refer to?

Answer 7

Power outage

Question 8

A device designed to provide emergency power during an unexpected main power source outage is called:

Answer 8

UPS

Question 9

Which of the following solutions add(s) redundancy in areas identified as single points of failure?

Answer 9

RAID
Uninterruptible Power Supply (UPS)
Backup generator

Question 10

A device designed to protect electronic devices from large voltage fluctuations is known as:

Answer 10

Surge suppressor

Question 11

Which of the following tools would be used to clean the inside of a laser printer?

Answer 11

Can of compressed air

Toner vacuum

Question 12

In cases where users are found in violation of policies related to prohibited content or activity, the elements of first response should include:

Answer 12

Reporting through proper channels
Problem identification
Data/device preservation

Question 13

In forensic procedures, a chronological record outlining persons in possession of an evidence is referred to as:

Answer 13

Chain of custody

Question 14

A type of control access technology providing protection against copyright infringements is called:

Answer 14

DRM

Question 15

An agreement granting a user the right to use software application in a manner determined by the software vendor is known as:

Answer 15

EULA

Question 16

hich of the following acronyms refers to any type of information pertaining to an individual that can be used to uniquely identify that person?

Answer 16

PII

Question 17

Examples of proper communication and professional skills while dealing with difficult customer include:

Answer 17

Clarifying customer statements by asking open ended questions to narrow the scope of the problem
Restating the issue to verify understanding

Question 18

Which of the following is an example of good communication skills when dealing with a customer?

Answer 18

Listening to the customer and avoiding interruptions until he or she has finished describing the problem

Question 19

Which of the answers listed below refers to an example of appropriate handling of customer’s confidential data in a situation where troubleshooting requires user’s password?

Answer 19

Ask user to type in the password themselves

Question 20

Which of the following actions should be the first step in the troubleshooting process?

Answer 20

Identifying the problem

Question 21

Establishing a theory of probable cause of the problem is a troubleshooting step that apart from conducting research based on symptoms may also involve asking for assistance of a more experienced tech.

Answer 21

False

Question 22

Once the theory of probable cause of the problem has been established, the next troubleshooting step should involve:

Answer 22

Testing the theory to determine the problem cause

Question 23

Once a plan of action to resolve a problem has been established, the next step in the troubleshooting methodology process is to:

Answer 23

Implement the solution

Question 24

According to the troubleshooting theory, verification of full system functionality and implementation of applicable preventative measures should be performed:

Answer 24

After implementing the solution

Question 25

The very last step of the troubleshooting process involves documenting findings, actions and outcomes. This step comes after verification of full system functionality and implementation of applicable preventive measures.

Answer 25

True