Chapter 18

Question 1

If a power supply fails, what should you do?
❍ A. Replace it.
❍ B. Repair it.
❍ C. Use a different computer.
❍ D. Switch it to a different voltage setting.

Answer 1

❍ A. Replace it.

Question 2

Which of the following are ways to avoid ESD? (Select three.)
❍ A. Use an antistatic wrist strap.
❍ B. Use a vacuum cleaner.
❍ C. Use an antistatic mat.
❍ D. Touch the chassis of the computer.

Answer 2

❍ A. Use an antistatic wrist strap.
❍ C. Use an antistatic mat.
❍ D. Touch the chassis of the computer.

Question 3

You walk into the server room and see a person lying on the floor with a live
electrical wire draped over. What should you do first?
❍ A. Run out and call 911.
❍ B. Grab the wire and fling it off the person.
❍ C. Grab the person and drag them out from under the wire.
❍ D. Grab a piece of wood and use it to move the wire off the person

Answer 3

❍ D. Grab a piece of wood and use it to move the wire off the person

Question 4

What document can aid you if a chemical spill occurs?
❍ A. MSKB
❍ B. MSDS
❍ C. MCSE
❍ D. DSS

Answer 4

❍ B. MSDS

Question 5

A co-worker complains that after the cleaning crew has come through, the keyboard
irritates his hands and leaves some green residue. What should you do?
❍ A. Call the fire department.
❍ B. Contact the facilities department.
❍ C. Contact the manufacturer of the keyboard.
❍ D. Call OSHA and complain.

Answer 5

❍ B. Contact the facilities department.

Question 6

6. You find illegal materials on a customer’s computer. Your boss commands you to
   preserve computer evidence until he gets to the scene. What is your boss asking
   you to begin?
   ❍ A. Documentation
   ❍ B. Chain of custody
   ❍ C. First response
   ❍ D. EMI prevention

Answer 6

❍ B. Chain of custody

Question 7

How will speaking with a lot of jargon make a technician sound?
❍ A. Competent
❍ B. Insecure
❍ C. Smart
❍ D. Powerful

Answer 7

❍ B. Insecure

Question 8

A customer experiences a server crash. When you arrive, the manager is upset
about this problem. What do you need to remember in this scenario?
❍ A. Stay calm and do the job as efficiently as possible.
❍ B. Imagine the customer in his underwear.
❍ C. Avoid the customer and get the job done quickly.
❍ D. Refer the customer to your supervisor.

Answer 8

❍ A. Stay calm and do the job as efficiently as possible.

Question 9

Which of the following are good ideas when dealing with customers? (Select two.)
❍ A. Speak clearly.
❍ B. Ignore them.
❍ C. Avoid distractions.
❍ D. Explain to them what they did wrong.

Answer 9

❍ A. Speak clearly.

❍ C. Avoid distractions.

Question 10

You are a field technician working at a customer’s site. One of the workers asks
you to load a copy of an organization’s purchased software on a personal laptop.
What should you do first?
❍ A. Verify that the installation is allowed under the company’s licensing
agreement.
❍ B. Act as though you are distracted and ignore the user.
❍ C. Leave the premises and inform the police.
❍ D. Tell the worker that installing unlicensed software is illegal.
❍ E. Notify the worker’s manager of a security breach.

Answer 10

❍ A. Verify that the installation is allowed under the company’s licensing
agreement.