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Q1. When dealing with a difficult customer, which of the following is the BEST way to handle the situation?
A. Do not argue with the customer and/or be defensive
B. Use technical terms to assure customer confidence
C. Escalate the customer’s issue to a supervisor
D. Sympathize with the customer about issue
Answer: A
Q2. A user frequently travels with a Windows laptop and connects to several wireless networks. At a new location, the user reports that the locally shared printers are not available on the wireless connection. Which of the following would be causing the issue?
A. The location profile is set to public.
B. Workgroup is disabled.
C. The proxy settings are misconfigured.
D. Remote assistance is not configured.
Answer: A
Q3. A technician recently installed a new video card in a PC. The PC already has integrated video on the motherboard. When the technician turns on the PC, there is no video. Which of the following is MOST likely the cause?
A. The motherboard BIOS version is out of date.
B. The incorrect video card drivers are installed.
C. The power connector for the video card is unplugged.
D. The video card is unsupported by the motherboard.
Answer: C
Q4. A company has subscribed to a cloud service, paying monthly for a block of services and being billed incrementally when they exceed the monthly fee. Which of the following cloud concepts does this represent?
A. Measured service
B. Rapid elasticity
C. On-demand
D. Resource pooling
Answer: A
Q5. A company is concerned about users tailgating into restricted areas. In order to prevent unauthorized users from following others, which of the following should be implemented?
A. Biometric locks
B. CCTV
C. Mantraps
D. Badge readers
Answer: C
Q6. A technician is installing Windows 7 on a computer with a previously used hard drive. After receiving an error, the technician realizes the hard drive does not support this install. Which of the following tasks should the technician perform?
A. Partition the hard drive in Extended format.
B. Use Windows Update to download the appropriate driver.
C. Enable Multiboot in the BIOS.
D. Convert the file system to NTFS.
Answer: D
Q7. A user updates the video driver on the computer and it requests a restart after installation. The computer never gets past the loading Windows page without rebooting. Which of the following should the technician use to resolve this issue without losing any vital files or programs?
A. Emergency Repair Disk
B. Restore from OEM image
C. System Recovery
D. Restore from backup
Answer: C
Q8. A customer calls an IT consultant to explain an issue they are having with their Windows 7 Professional PC. Windows Update attempts to install patches upon each startup but fails on the same single update. The customer has attempted to re-run Windows Update from Control Panel but the issue remains. Which of the following courses of action would BEST resolve the problem?
A. Running a full DEFRAG on the system
B. Clearing the AppData temp folder entirely
C. Clearing the Windows Update download cache entirely D. Uninstalling the Windows Update feature in Windows 7 and reinstalling it directly from the Microsoft website
Answer: C
Q9. A technician enabled remote management on the small office WAP to manage this device from another location. Users are reporting that the WAP has changed its SSID without
anyone’s knowledge. Which of the following would prevent this from occurring?
A. Change to user MAC filtering
B. Change default usernames and passwords
C. Disable the SSID from broadcasting
D. Enable static IP addresses
Answer: B
Q10. When securing a mobile device, which of the following types of screen locks is the MOST secure?
A. Fingerprint lock
B. Swipe lock
C. Passcode lock
D. Face lock
Answer: A
Q11. A technician is trying to diagnose a laptop that is experiencing heavy artifact corruption and random loss of video during operation. Which of the following are MOST likely causes of this problem? (Select TWO).
A. Integrated system video chip is failing and/or near death.
B. Video drivers were not installed directly from Microsoft update.
C. Incompatible or untested video drivers have been installed.
D. The BIOS is not set for the proper operation temperature of the video chipset.
E. The BIOS is underclocking the video card’s operating speed.
Answer: A,C
Q12. A customer reports that a smartphone is experiencing a very short battery life. The user has been using this phone for a short time and has installed several apps recently. Which of the following might be the cause of the issue?
A. Slow data speeds
B. Defective SD card
C. Unauthorized root access
D. Signal drop or weak signal
Answer: C
Q13. Which of the following describes when an application is able to reuse Windows login credentials?
A. Access control list
B. Principle of least privilege
C. Single sign-on
D. Pass-through authentication
Answer: C
Q14. A user tries to connect to the Internet using a dial-up modem and receives a “No dial tone detected” message. Which of the following is the FIRST thing the technician should check to troubleshoot the issue?
A. Check if the cable is connected on the modem’s phone RJ-45 port.
B. Check if the cable is connected on the modem’s line RJ-11 port.
C. Check if the cable is connected on the modem’s line RJ-45 port.
D. Check if the cable is connected on the modem’s phone RJ-11 port.
Answer: B
Q15. Which of the following is a security threat that disguises itself as legitimate software?
A. Trojan
B. Worm
C. Virus
D. Spyware
Answer: A