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Exam 1: Windows Versions and Customer Service

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Question 1

Multiple Choice

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Derek is working at the help desk when he receives a call from a client about an issue with the company's email. The customer is very upset about the email issue. He is complaining about the email service and the IT department in general.   What should Derek do to defuse the situation?

A) Defend the IT department.
B) Hang up the phone.
C) Call the supervisor and ask for help with the customer.
D) Let the customer vent and then restart the conversation.

E) B) and D)
F) A) and B)

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Question 2

Multiple Choice

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George is working onsite at a client's desk. The client's phone rings during George's visit, and the client explains that she must take the call.   What should George do in this situation?

A) Leave and go to another client.
B) Explain he does not have time to wait.
C) Excuse himself and check back when the call is complete.
D) Stay and work on the computer during the phone call.

E) C) and D)
F) All of the above

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C

Question 3

Multiple Choice

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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?

Manuel is working on a project in Visual Studio. He wants to keep this program showing on the entire desktop, but he also needs to have several other applications open so that he can research the project. ​ What feature in Windows 10 will allow Manuel to view Visual Studio on the full desktop and have other applications open at the same time?

Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the video card, because he has a computer at home with the same problem. The client explains to Jerry that when he fixed the problem, he had to reseat the video card.   What should Jerry do when dealing with the client? (Select all that apply.)

What type of software is used to control a computer?

Patrick is working on a computer that is having wireless network connection issues. Patrick decides that he needs to take the laptop with him to repair it and then return it to the user. While Patrick is replacing the wireless network card, he receives a phone call from the user. The user wants to know where the laptop is because he is leaving on a business trip that day and needs the computer. ​ What should Patrick have done to avoid this situation?

From this window, Where do I click next to get to the following window? ​

During your discussion with a client about a problem with his computer, you realize that he is explaining a problem you have seen several times. ​ What should you do when you realize you understand the problem?

What is the maximum amount of memory supported by a 32-bit Windows operating system?

Larry wants to upgrade to Windows 10. He will use his computer both at home and at work and will need to connect to his company's Wi-Fi network to share files over the network.   Which version of Windows 10 would you recommend to Larry?

Lane is very nervous about going to visit the person on his help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult she is to deal with. ​ What advice can you give Lane for dealing with this difficult client? (Select all that apply.)

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?

Richard has been called to the human resources department to repair a desktop computer. The woman using the computer is currently working on the company's payroll and wants to get her computer working quickly so that everyone will be paid on time. While working at her desk, Richard notices that the paperwork she is entering into the system has his coworkers' bank account information. ​ What should Richard do when he discovers this paperwork?

John is trying to find everything on his computer associated with a new application that he downloaded.   Is it true or false that when using the search box in Windows 10, you can search for an app or a file or search for its name on the web?

John recently upgraded from Windows 8.1 to Windows 10, after the upgrade is complete, on the right-hand side of his desktop there is a new area that contains a way to toggle several Windows features on and off, access the Settings app, and view notifications. ​ What is this area called in Windows 10?

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?

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?

In Windows 10, you can find this user-friendly interface to access numerous Windows settings?   What is the name of this user-friendly interface?

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?