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QUESTION 1191
A mobile phone has started to respond slowly and erratically. The user has done a soft reset and the problem still exists. Which of the following is the BEST step the user can take to fix this problem?
A.   Perform a force stop
B.   Reset to factory default
C.   Upgrade to a larger battery
D.   Close running apps
Answer: B
QUESTION 1192
A user reports paper jams at the location of the paper trays. Which of the following components would need to be replaced to resolve this issue?
A.   Fuser
B.   Duplexer
C.   Pickup roller
D.   Imaging drum
Answer: C
QUESTION 1193
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
QUESTION 1194
A customer reports very slow wireless connection speeds in the new office. Which of the following tools should a technician use to troubleshoot the issue?
A.   WiFi analyzer
B.   Loopback plug
C.   Signal booster
D.   Packet sniffer
Answer: A
QUESTION 1195
An administrator is in a Remote Assistance session, sharing a user’s desktop. While trying to map a shared network drive for the user, an “access denied” error is encountered while using the user’s credentials. Which of the following should be the administrator’s NEXT step?
A.   Ensure the user’s account is not locked out
B.   Use the fully qualified domain name of the share
C.   Open the location with administrator privileges
D.   Try mapping with a different drive letter
Answer: C
QUESTION 1196
An administrator wants to give a user limited access rights in Windows Vista so that the user can install printers and create local user accounts. Which of the following accounts should the administrator create for the user?
A.   Power user
B.   Administrator
C.   Standard
D.   Guest
Answer: A
QUESTION 1197
A technician is working a trouble ticket for a user. After addressing the issue, the technician asks the user to verify functionality. The user confirms the system is functioning, but the computer’s speakers now emit an irritating noise. The technician states this is a byproduct of the solution, and the user will eventually get used to the noise. Which of the following professionalism principles is the technician failing to address?
A.   Avoiding being judgmental
B.   Avoiding dismissal of the customer’s problems
C.   Avoiding an argument with the customer
D.   Maintaining a positive attitude
Answer: B
QUESTION 1198
A technician needs to perform a backup while a system is running. Which of the following services allows this task to be accomplished?
A.   Robocopy
B.   Shadow copy
C.   Xcopy
D.   System restore
Answer: B
QUESTION 1199
An office manager mistakenly uninstalled a valuable application. Which of the following utilities may allow the manager to correct this issue?
A.   System Restore
B.   Computer Management
C.   Disk Management
D.   System Configuration
Answer: A
QUESTION 1200
A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to ____.
A.   close any items of a personal nature
B.   reboot the computer and log back in
C.   capture a screen-shot of the error message
D.   take steps to reproduce the error
Answer: A
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