Learning unit 9

Question 1

Define an operating system

Answer 1

software that controls a computer

Question 2

All OSs share the following main functions

Answer 2

-Provide a user interface
-Manage files
-Manage hardware
-Manage applications

Question 3

What are the GUIs that windows 10 offers?

Answer 3

the desktop and Tablet mode via a feature called Continuum

Question 4

To launch a program from the desktop, use one of these methods

Answer 4

-Windows 10 search box with Cortana
-Quick Launch menu
-Pin to taskbar

Question 5

Define a control panel

Answer 5

is a window containing applets used to manage hardware, software, users, and the system

Question 6

Uses of the systems information window

Answer 6

used to view detailed information about the system

Question 7

What information can be viewed using the systems window

Answer 7

-BIOS/UEFI version installed
-How much RAM is installed
-OS installation directory
-Hard drive size
-Names of currently running drivers

Question 8

Define device drivers

Answer 8

small programs stored on hard drive that tell the computer how to communicate with a specific hardware device

Question 9

What happen in a Peer-to-peer (P2P) network:

Answer 9

A network that doesn’t have centralized control

Question 10

What happens in a Windows workgroup

Answer 10

Each computer maintains a list of users and their rights on that particular computer

Question 11

What happens in a homegroup

Answer 11

-Each computer shares files, folders, libraries, and printers with other computer in the homegroup

-Provides less security than a workgroup

Question 12

What does a domain do?

Answer 12

A Windows domain is implemented on a larger, private network:
-It forms a logical group of networked computers that share a centralized directory database of user account information and security

Question 13

Define a domain

Answer 13

A type of client/server network where resources are managed by centralized computers
The directory database is controlled by a network operating system (NOS)

Question 14

Three types of windows 10/8 accounts

Answer 14

a local account, a Microsoft account, and a network ID

Question 15

Options for managing a domain

Answer 15

-Active Directory: Windows Server controls a network using this directory database

-Azure Active Directory: manages users in the cloud and creates a virtual network of users connected through the Internet

Question 16

Three ways to authenticate a user

Answer 16

-Domain join
-Azure AD join
-Bring your own device (BYOD) experience

Question 17

Traits of a competent and helpful technician

Answer 17

-Be dependable and reliable

-Keep a positive and helpful attitude

-Listening without interrupting your customer

-Use proper and polite language

-Show sensitivity to cultural differences

Question 18

What does call tracking software do?

Answer 18

tracks support calls and gives technicians a place to keep their call notes

Question 19

Define a ticket

Answer 19

a record of the request and what is happening to resolve it

Question 20

During initial contact with a customer, technicians should be prepared to

Answer 20

-Know:
The problem to be addressed
The urgency of the situation
What computer, software, and hardware need servicing

-Arrive with a complete set of equipment needed

-Greet customer in a friendly manner

-Listen and ask questions

Question 21

Ways to deal with an overly confident client

Answer 21

-Compliment the customer’s knowledge

-Slow the conversation down

-Don’t back off from using problem solving skills

Question 22

What to do when a customer complains

Answer 22

-Be an active listener, and let customers know they are not being ignored

-Give the customer a little time to vent, and apologize when you can

-Don’t be defensive

Question 23

Dealing/Work with Co-workers

Answer 23

-Learn to be a professional when working with coworkers

-Put business matters above personal matters

-Keep negative opinions to yourself

-Know your limitations and be willing to admit when you can’t do something

Question 24

Consider the following features that the user or organization might require (not available in the Home edition):

Answer 24

-Domain access
-BitLocker
-Encryption File System (EFS)

Question 25

A technician also needs to know how to use

Answer 25

-Control Panel
-Power Options
-System window

Question 26

Function of the Power Options applet of Control Panel

Answer 26

It can help you conserve power and increase the time before a battery pack on a laptop needs recharging