Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Information Systems > Chapter 12 > Flashcards

Chapter 12 Flashcards

1
Q

What do customers want behind technical know-how

A

Customers want a positive and helpful attitude, respect, good communication, sensitivity to their needs, ownership of their problem, dependability, credibility, integrity, honesty and professionalism.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

What do customers expect in their first contact with you

A

Customers expect their first contact with you to be professional and friendly, and they want you to put listening to their problem or request as your first priority.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What type of questions should be asked when interviewing a customer about a problem or a request

A

Know how to ask penetrating questions when interviewing a customer about a problem or request.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

How do you set and meet customer expectations

A

Set and meet customer expectations by using good communication about what you are doing or intending to do and allowing the customer to make decisions where appropriate.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What is a good strategy to dealing with difficult customers

A

Deal confidently and gracefully with customers who are difficult, including those who are not knowl- edgeable, are overly confident, or complain.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What are the 6 steps to the troubleshooting process

A

1) interview the user and back up data
2) examine the system and form a theory of probable cause (your best guess)
3) test your theory
4) plan a solution and implement it
5) verify that everything works and take appropriate preventative measures
6) document what you did and the final outcome

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

What could be causing a problem with an application?

A

A problem with an application might be caused by the application, the hardware, the operating system, the data, other applications in conflict with this one, or the user.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

What is the benefit to checking windows error messages and logs

A

Windows error messages and logs can help you examine a system looking for the source of an application problem.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

What are the tools and features available in Windows to address specific application error messages ?

A

Tools and features available in Windows to address specific application error messages include the Action Center, Event Viewer, Reliability Monitor, Memory Diagnostics, System File Checker, Safe Mode, System Configuration, Task Manager, System Restore, Services console, Default Programs, Component Services (COM+), secondary logon, and the regsvr32, chkdsk, tasklist, and taskkill commands.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What is call tracking software

A

A system that tracks the dates, times, and transactions of help-desk or on-site IT support calls, including the problem presented, the issues addressed, who did what, and when and how each call was resolved.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is Component Services (COM+)

A

A Microsoft Management Console snap-in that can be used to register components used by installed applications.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is default program

A

A program associated with a file extension that is used to open the file.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What is escalate

A

Assigning a problem to someone higher in the support chain of an organization. This action is normally recorded in call tracking software.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What is expert system

A

Software that uses a database of known facts and rules to simulate a human expert’s reasoning and decision-making processes.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What is file association

A

The association between a data file and an application to open the file that is determined by the file extension.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What is memory diagnositics

A

A Windows utility

(mdsched.exe) used to test memory.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

What is regsvr32

A

A utility that is used to register component services used by an installed application.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

What is safe mode

A

The technique of launching Windows with a minimum configuration, eliminating third- party software, and reducing Windows startup
to only essential processes. The technique can sometimes launch Windows when a normal Windows startup is corrupted.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

What is secondary logon

A

Using administrator privileges to perform an operation when you are not logged on with an account that has these privileges.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

What is System File Checker (SFC)

A

A Windows utility that verifies and, if necessary, refreshes a Windows system file, replacing it with one kept in a cache of current system files.

21
Q

What does COM+ stand for

A

Component Services

22
Q

What does SFC stand for

A

System File Checker

23
Q

What is technical documentation

A

The technical reference manuals, included with software packages and hardware, that provide directions for installation, usage, and troubleshooting. The information extends beyond that given in user manuals.

24
Q

What is a ticket

A

An entry in a call-tracking system made by whoever receives a call for help and used to track and document actions taken. The ticket stays open until the issue is resolved.

25
Q

Assume that you are a customer who wants to have a computer repaired. List five main characteristics that you would want to see in your computer repair person.

A

Positive and helpful attitude, own the problem, be dependable, be customer-focused, be credible, maintain integrity and honesty, know the law with respect to your work, act professionally, perform your work in a professional manner.

26
Q

What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?

A

&Identify yourself and your organization
&Ask for and write down name and number of caller
&Follow company policies to obtain further information
&Be familiar with your company`s service policies
&Open up the conversation for the caller to describe the problem

27
Q

You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?

A

Let them know. Apologize and arrange new date and time.

28
Q

When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?

A

Ask the user to describe the problem in detail and if there is data on the hard drive not backed up. Then ask permission to service the computer.

29
Q

What should you do after finishing your computer repair?

A

Verify everything is working. Then ask the customer to do the same. Fill out the paperwork

30
Q

What is a good strategy to follow if a conflict arises between you and your customer?

A

Stay professional. Allow the customer to vent. Listen carefully. Do what you can to solve the problem. Escalate if necessary.

31
Q

You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?

A

Ask a knowledgeable co-worker for help.

32
Q

If you need to make a phone call while on a customer’s site and your cell phone is not working, what do you do?

A

Ask permission to use the phone.

33
Q

What is one thing you can do to help a caller who needs phone support and is not a competent computer user?

A

Allow the customer to ask questions. Be patient and take the customer through each step slowly.

34
Q

Describe what you should do when a customer complains to you about a product or service that your company provides

A

Allow the customer to speak without you getting defensive. Take notes and send the information to the right person in your organization. Be an active listener. Show you care.

35
Q

What are the six steps that you can use to solve any computer problem?

A

(1) Interview the user and back up data,
(2) Examine the system and form a theory of probable cause or your best guess,
(3) Test your theory,
(4) Plan a solution and implement it,
(5) Verify all works and take appropriate preventive measures, and
(6) Document what happened and the outcome.

36
Q

How many bits does an x86-based operating system process at one time?

A

32 bits

37
Q

What is the command to use the Memory Diagnostics tool?

A

mdsched.exe

38
Q

What is the command to use the System File Checker to immediately verify system files?

A

sfc /scannow,

sfc /scanonce

39
Q

What GUI tool can you use to stop a program that is hung?

A

Task Manager

40
Q

What command-line tool can you use to stop a program that is hung?

A

taskkill

41
Q

How can you eliminate the possibility that an application error is caused by another application or
service running in the background?

A

Run the application after starting the system with a clean boot or in Safe Mode.

42
Q

How does Windows know which application to use to open a file when you double-click the file in File Explorer or Windows Explorer?

A

Windows uses the file extension and associates a file extension to an application.

43
Q

Which two tools might a software developer or system administrator use to register a component of an application in the Windows registry?

A

Component Services (COM+) and Regsvr32

44
Q

If an application works when the system is loaded in Safe Mode, but does not work when Windows is loaded normally, what can you assume?

A

The problem is not with the application but with the OS, device drivers, or other programs loaded at startup.

45
Q

You own a small computer repair company and a customer comes to you with a laptop that will not boot. After investigating, you discover the hard drive has crashed. What should you do first?

A

Ask the customer’s advice about the size and speed of the new drive to
install.

46
Q

You have repaired a broken LCD panel in a laptop computer. However, when you disassembled the laptop, you bent the hinge on the laptop lid so that it now does not latch solidly. When the customer receives the laptop, he notices the bent hinge and begins shouting at you. What do you do first? Second?

A

B) Listen carefully to the customer and don’t get defensive

C) Apologize and offer to replace the bent hinge

47
Q

As a help-desk technician, list four good detective questions to ask if a user calls to say, “My computer won’t boot.”

A

What happens when you push the start button?
Is the switch on the rear of the case turned on?
Is the power strip turned on?
Do you see anything on your screen?

48
Q

A user tells you that Microsoft Word gives errors when saving a file. What should you do first?

A

Ask the user when the problem first started.

Information Systems (15 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions