Module 20

Question 1

This file format is used for software installations. This file is often compressed similar to a ZIP file in Windows. Once the installation is complete there is no longer a need for this file. What file is described?

Answer 1

Example.pkg

Question 2

A user calls into the support desk due to one of their applications not working correctly on their MacBook. Lisa is able to take a further look and see that the best troubleshooting step they can take is to uninstall the application. What would allow Lisa to locate and uninstall the stored application?

Answer 2

Startup Disk

Question 3

Paul has gone through a power outage and was currently working on a company project for 3 hours and has had no backup disk. Luckily Paul remembers that Time Machine stores backup copies, that are locally created, modified, or deleted files on the hard drive. Once Paul was reconnected to the backup disk, the data was restored. What is this called?

Answer 3

Snapshots

Question 4

Louis is not able to open a specific app that requires the latest version of macOS. She knows that the system is updated, and she still receives the same message. Louis goes into her settings and has the latest macOS installed from the Internet. This action resolves the issue she was having with the application.

What is the process described called?

Answer 4

Reinstall macOS

Question 5

A user calls into Service Desk to ask for assistance locating a specific file. The user is not familiar with their MacBook and is unable to locate the missing file from a list of over 700. Andy, being the service desk technician, shows the user how to locate the folder. He clicks the search icon on the right side of the file, the menu bar and a search bar are then populated. The user was then able to search for the folder they were looking for. What is the process that Andy used to assist in finding the lost folder?

Answer 5

Spotlight

Question 6

Steven is using the main MacBook in the office to check his email before leaving the office for the day. Using his Login, Steven’s email application automatically launches once signed in. Steven is able to quickly check his email and head out for the day. What is the process of signing in and having applications automatically open afterwards called?

Answer 6

Login Items

Question 7

Rina has been tasked with a project for the company meeting. While working further on the project, Rina decides she would like to organize and place the project on its own desktop so that she can work separately on another desktop for her current work. What would allow her to have multiple desktops?

Answer 7

Space

Question 8

Brennan is working on a project that requires Linux Commands. He decides to open Finder, click Applications, double-click the Utilities folder, and double-click Terminal to allow him to run the required commands. What would allow Brennan to run the Linux commands?

Answer 8

Terminal

Question 9

Susan would like to open an application found within her finder. There are 3 files with similar names, but different file types. Based on what Susan would like to open, what file would allow you to do so?

Answer 9

Example.app

Question 10

Frank is helping an internal employee set up their new MacBook. While setting up their security settings, Frank suggests that the employee set up their Touch ID through the biometric scanner found in their trackpad. Where could they set up these functions?

Answer 10

Gestures

Question 11

Steven will be receiving a new MacBook and must return his original laptop back to corporate. Before Steven sends it in, he’d like to erase all the sensitive data from the device. What would allow him to perform this process safely?

Answer 11

Disk Utility

Question 12

A user calls into a service desk and receives further assistance from the technician named Brian. The user informs Brian that they are not able to open an important file that will be used in their presentation later today. Brian is able to use a feature found in the Disk Utility to scan the hard drive for file system errors and repair them. Once the action was completed the user was able to access the folder. What is the name of this feature?

Answer 12

First Aid

Question 13

A user calls the service desk to ask where to locate the sleep option on their Mac computer. The technician can bring up the option using which of the following?

Answer 13

Apple Menu

Question 14

Cindy would like to share files from her MacBook to the rest of the team. Everyone is currently working remotely. She remembers there is a feature that would allow her to share over the same network. What would allow her to share the files with her team?

Answer 14

Remote Disc

Question 15

Cesar is setting up his new MacBook for his job as a Service Desk Technician. He would like to setup his laptop in a way that would allow him to view and use another desktop. He uses the trackpad and swipes up using four of his fingers revealing the option that he wanted to use. What feature is Cesar using to have several desktops setup?

Answer 15

Mission Control

Question 16

Louis has been tasked as the lead IT technician to setup a way to secure the company’s data on the hard disk of the main macOS Desktop. They have requested it be a form of encryption that can only be accessed by logging in with a password or using a recovery key. What would allow Louis to secure the company data following the given requirements?

Answer 16

FileVault

Question 17

A user reports to a service desk technician that their MacBook continues to give a prompt for restarting the system, and eventually completely shuts down after the fifth restart attempt. The initial issue they were facing was an application corruption. Based on the description given above, what is this process called?

Answer 17

Kernel panic

Question 18

A user calls the service desk to ask about installing an application on their corporate IOS device. Samuel is able to recommend the specific application for this type of issue. As a service technician, Samuel walks the user through the application and can safely install the requested application. What would this application be called?

Answer 18

App Store

Question 19

Susan is in the process of setting up her new MacBook for her current job as a service technician. She begins to setup her passwords but wants to use a password manager to keep all her passwords in one place. What would allow her to do so?

Answer 19

Keychain

Question 20

A user calls into a service desk due to their data not being backed up from their Mac to iCloud. The user wanted to know if there was another method, they may be able to save these important files. John is more than happy to assist as a service technician. He can provide a solution that is built-in and that will automatically back up user-created data, applications, and the entire macOS system. What utility John is using to back-up the information?

Answer 20

Time Machine

Question 21

Samuel is assisting an internal user with one of their corporate applications. It is currently not responding to any actions, nor can the user close it using the button in the top left corner. Samuel knows there is a method to forcibly close the app. Which of the following can Samuel use to take this action?

Answer 21

Force Quit

Question 22

A user calls into the service desk due to issues with their web browser. Unable to completely describe what is happening, the user request the service technician to remote into their desktop. What would allow the technician to remote in from their desktop?

Answer 22

Screen Sharing

Question 23

A service desk technician is asked by an internal employee for further assistance with a corporate app. To locate the app, the technician uses a gesture by pinching with three fingers and thumb on the trackpad to bring up all the applications installed on the MacBook and can find the corporate app. Which of the following is the process for bringing up all the downloaded apps?

Answer 23

Launchpad

Question 24

Larry has been asked to assist a user in placing a Tag on a very important file. Larry remembers a technique that would allow the user to do this quickly and efficiently. He asks the user to tap on the trackpad using two fingers. Which one of the following is this action called?

Answer 24

Secondary-click

Question 25

This file format is used mostly for distributing software. These install packages appear as a virtual disk drive on the Mac. Once the file has been double-clicked the virtual disk is mounted to macOS, you then can access the files inside it. What file would this be?

Answer 25

Example.dmg

Question 26

When Lauran attempts to sign into her MacBook, she receives an error message when connecting to the company email application. This causes a Kernel Panic, and her laptop goes through a restart. After the 3rd attempt, Lauren decides to place the device in a different mode so that when she signs in, the email application is not automatically launched. What is this mode called?

Answer 26

Safe Mode

Question 27

Ethan is almost finished setting up a new user with their MacBook when the user asks how they can set up a quick shortcut to one of their most-used apps. Ethan can place the shortcut icon on which of the following?

Answer 27

Dock

Question 28

A user has called into the service desk and would like assistance with their MacBook Pro on a missing tab. They are unsure of what keys they have pressed, but they see a new desktop background has been populated. Mary, being the service desk technician, knows exactly what the issue is. She asks the user to swipe up with 3 fingers on their trackpad and a menu comes up with three different desktop screens. The user was then able to locate their missing tab. Using the gesture shown above, what would the feature be called?

Answer 28

Multiple Desktops