A+ Soft Skills Flashcards
- Which of the following is not a step in the basic troubleshooting process?
(A) Document findings
(B) Respect client property
(C) Evaluate results
(D) Identify the problem
(B) Respect client property
Respecting client property is part of good communication skills, not the troubleshooting process
- Where should yo go to get a complete list of problem symptoms?
(A) Product documentation
(B) Internet Search Engines
(C) Question the user
(D) Analyze the problem
(C) Question the user
The best source for finding out what the symptoms are, and a description of what appears to be wrong with he computer, is directly from the user.
- Which of the following should you find out when questioning the user?
(A) Recent changes to the computer
(B) The last time the computer was shut down
(C) How the computer is connected to the building electrical system
(D) The location of resources to document your outcomes
(A) Recent changes to the computer
The user should be questioned about changes that have been recently made to the computer. In some cases, a user may not know or may not want to tell you
- When making configuration changes during the troubleshooting process, what practices should be followed? Choose all that apply.
(A) Apply one configuration change at a time
(B) Discount the obvious
(C) Back up any settings or files that you need to change
(D) Test related components
(A) Apply one configuration change at a time
(C) Back up any settings or files that you need to change
Before applying any changes to the system relevant files and settings should be backed up so that the changes can be reversed or critical files can be restored if anything goes wrong. You should apply only one change at a time so that you will know what change actually resolved the problem. Although testing related components is part of the overall troubleshooting process, it does not necessarily apply to making configuration changes. You should not discount the obvious.
