Module 11 Flashcards
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?
Explain the situation and give the customer options on how to order the part and when you will return to complete the repair.
What is another name for several small utility programs that are found in the Control Panel?
Applets
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.
Keeping track of how a network is used is important. Organizations need to have various policies in place which are very specific about what proper uses for company and network resources are. Which of the following is a code of conduct for using company resources?
AUP (Acceptable Use Policy)
Isaac was assigned to work on a computer in his company’s R&D department. While working on the system, Isaac received several text messages and emails from his coworkers about another issue in the data center. Isaac answered the text messages as they came in and finished working on the computer system in the R&D department. The next day Isaac was called into his supervisor’s office. His supervisor told him that he received a complaint that Isaac was on his phone instead of working on the problem with the computer.
What should Isaac have done differently to avoid this complaint?
Avoided distractions
Richard has been called to the human resources department to repair a desktop computer. The colleague using the computer is currently working on the company’s payroll and wants to get their computer working quickly so that everyone will be paid on time. While working at their desk, Richard notices that the paperwork they are entering into the system has his coworkers’ bank account information.
What should Richard do when he discovers this paperwork?
Ask the client to remove the documents
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?
Train the employees on why these issues are security concerns.
There are definitely times when organizations may need to revert back to a prior version of an application, a database or other IT tools when there are issues and changes that need to be made to ensure that the tools are functioning properly. Which of the following is the term used to define the activities that take place to go back to the original state after a failed change implementation?
Rollback Plan
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 Window
Keeping track of company resources can be an extremely important endeavor for any organization. Unavailable resources are essentially a loss, as they cannot be employed to accomplish company objectives. What is a tool that is used to manage company resources?
Asset tag
What type of software is used to control a computer?
Operating system
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
There are a number of network design approaches which might be employed to connect together devices for the purpose of communication and sharing of resources. Which of the following refers to those patterns in which network devices are connected?
Topology
During your discussion with a client about a problem with their computer, you realize that they are explaining a problem you have seen several times.
What should you do when you realize you understand the problem?
Actively listen to the client until they finish explaining the problem.
Ensuring that an organization is on track and that the projects any group within a company are going well is important. When change happens, it needs to be managed. Which of the following is a group tasked with meeting on a regular basis to oversee changes?
Change Advisory Board
