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单选题
A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?（）
A
Perform a full system backup.
B
Follow up with the customer, verifying satisfaction.
C
Ask their manager to contact the customer.
D
Perform a complimentary virus scan.
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A customer’s computer crashes consistently when a specific application is launched. Thetechnician has looked at the computer and confirmed the cause of the crash. Which of thefollowing is the NEXT troubleshooting step the technician should take?（）A、Verify full system functionality.B、Document the findings, actions, and outcomes.C、Establish a plan of action to resolve the problem.D、Question the user and identify changes the user has made to the system.
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A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）A、Ask the customer to wait and answer the phone call.B、Talk on the phone while listening to the customer.C、Hand the phone to a coworker to answer the call.D、Silence the phone and then listen to the customer.
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A customer is installing a new x3850 X5 server and has purchased a warranty upgrade on the server to 24 x 7 four hour response. The customer requested IBM help with setting up the RAID adapter. The customer was told IBM would not help them. Which of the following should be verified first？（）A、The customer used their IBM Customer NumberB、The customer has activated their base warrantyC、The customer purchased Remote Technical Support ServicepacD、The customer escalated the issue to the Duty Manager
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单选题A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）A
Ask the customer to wait and answer the phone call.B
Talk on the phone while listening to the customer.C
Hand the phone to a coworker to answer the call.D
Silence the phone and then listen to the customer.
考题
单选题A technician has just finished installing a new server into a server rack. Which of the following should the technician do NEXT to complete the installation documentation？（）A
Update drivers， update operating system （e.g. Windows Update）， create server baseline， createa new network diagram， update change management proceduresB
Create server baseline， label server， store vendor-specific documentation， update networkdiagrams， update asset tracking informationC
Create server baseline， assign server roles， install tape drive， delete network diagram， labelserver， update operating system （e.g. Windows Update）D
Install applications on server， install external drives， toss vendor-specific documentation，update network diagrams
考题
单选题A customer’s computer crashes consistently when a specific application is launched. Thetechnician has looked at the computer and confirmed the cause of the crash. Which of thefollowing is the NEXT troubleshooting step the technician should take?（）A
Verify full system functionality.B
Document the findings, actions, and outcomes.C
Establish a plan of action to resolve the problem.D
Question the user and identify changes the user has made to the system.
考题
单选题A technician finished installing antivirus software. Which of the following should the technician perform NEXT?（）A
Run a full scan on the local disk.B
Remove infected files.C
Update antivirus signatures.D
Quarantine infected files
考题
多选题A technician installed a new application on a Windows XP desktop. After the application wasinstalled, the technician rebooted the desktop and received a bluescreen error. Which of thefollowing steps should the technician perform?（） (Select TWO).ABoot into Safe ModeBReplace the motherboardCUninstall the applicationDReplace the hard driveEInstall more RAM
考题
单选题A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）A
The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.B
The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.C
The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.D
The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.
考题
单选题A customer reports that the laser printer produces poor quality printouts. Having arrived onsite, the technician has a discussion with the customer and reviews some examples of their print jobs. Which of the following should the technician do NEXT? （）A
Clean the toner cartridge.B
Change the paper.C
Replace the fuser.D
Print a test page.
考题
单选题The network technician is troubleshooting a network issue by implementing a new security device.After installing and configuring the device, which of the following steps should the technician takeNEXT?（）A
Verity full system functionalityB
Identify the main problem and question the userC
Document their findings, actions, and outcomesD
Escalate the issue to upper management
考题
单选题A customer is installing a new x3850 X5 server and has purchased a warranty upgrade on the server to 24 x 7 four hour response. The customer requested IBM help with setting up the RAID adapter. The customer was told IBM would not help them. Which of the following should be verified first？（）A
The customer used their IBM Customer NumberB
The customer has activated their base warrantyC
The customer purchased Remote Technical Support ServicepacD
The customer escalated the issue to the Duty Manager
考题
单选题A technician just finished installing a new printer on an end user’s computer. Which of thefollowing will enable the technician to see the test page option for the printer?（）A
Right-click on the printer and select PropertiesB
Double click on the printer iconC
Right-click on the printer and select Set as DefaultD
Right-click on the printer and select Open
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