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单选题
A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the user?（）
A
“Can you avoid using the PC that crashed?”
B
“What was the last thing that occurred before the PC had problems?”
C
“What were you doing before the PC went down?”
D
“What was the last thing you did before the PC crashed?”
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更多 “单选题A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the user?（）A “Can you avoid using the PC that crashed?”B “What was the last thing that occurred before the PC had problems?”C “What were you doing before the PC went down?”D “What was the last thing you did before the PC crashed?”” 相关考题
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A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）A. Ask another technician who has worked with this computer previously to learn about any other prior issues.B. Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.C. Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.D. Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
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A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?()
A. Transfer the customer to another technician, who can allocate more time to the issue.B. Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.C. Listen to what the customer has to say and calmly recommend the best course of action.D. Use technical language to demonstrate knowledge and expertise to the customer.
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If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）A、End the call quickly, even if a solution has not been found.B、Ask the caller to call back in a while.C、Put the caller on hold briefly and take a deep breath.D、Pass the caller to another support representative.
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A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）A、Ask another technician who has worked with this computer previously to learn about any other prior issues.B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
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A customer called and indicated that their p690 system did not come with any installation and user manuals. Which of the following sources can best provide this information？ （）A、IBM RedbooksB、IBM SupportlineC、pSeries LibraryD、pSeries College
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A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）A、Transfer the customer to another technician, who can allocate more time to the issue.B、Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.C、Listen to what the customer has to say and calmly recommend the best course of action.D、Use technical language to demonstrate knowledge and expertise to the customer.
考题
A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）A、“It is a message that informs the technician of what hardware needs to be replaced.”B、“A bluescreen message is just another name for an error.”C、“It provides the technician with more information about the problem.”D、“It is a complex message that is very difficult to explain to those who are not familiar with computers.”
考题
A customer reports to Karen, a technician, that a PC’s video card has recently been upgraded and the computer reboots randomly. The last few restarts have happened during movie playback, playing a video game, and video editing. Which of the following is the MOST likely source of this issue?（）A、The card is not compatible with the hardware of the machine.B、The graphic driver for the card is corrupt.C、The video card requires additional power.D、The software the user is running is incompatible for the video card.
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A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the user?（）A、“Can you avoid using the PC that crashed?”B、“What was the last thing that occurred before the PC had problems?”C、“What were you doing before the PC went down?”D、“What was the last thing you did before the PC crashed?”
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User 1 has a printer connected to a PC. User 2 is requesting the ability to print large documents to that printer. Which of the following is the BEST way for User 2 to gain access to the printer?（）A、Use infrared to print remotely.B、Unplug the printer and install it on the new pc.C、Share the Printer in Windows.D、Update universal drivers to allow printing.
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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 technician is working on a PC that may have malware. Which of the following should thetechnician try FIRST?（）A、Educate the end user about how a computer becomes infected.B、Perform a clean install of the OS.C、Boot the PC in Safe Mode.D、Quarantine all infected files.
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A user’s OS has become corrupt, and the user would like to restore the PC back to when they first bought the machine. Which of the following would be the BEST choice?（）A、Factory Recovery PartitionB、Use Safe ModeC、Last Known Good ConfigurationD、Purchase a copy of the original OS
考题
The client team tends to bring the pSeries technical specialist in very late in the process. This has caused several problems where the specialist has had to correct some misunderstandings about the technology. The specialist is getting very frustrated and would like to avoid these misunderstandings in future. What would be the most appropriate way to handle this？（）A、Refuse to work with the account team unless they are brought in right at the beginning.B、Talk to the account team and ask them to bring them in earlier so that they can better understand the account.C、Explain the situation to the customer and ask them to talk to the account team about bringing them in earlier.D、Explain the situation to the sales manager and ask him to talk to the account team about bringing them in earlier.
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An administrator account is granted the CREATE SESSION and SET CONTAINER system privileges. A multitenant container database (CDB) instant has the following parameter set: THREADED_EXECUTION = FALSE Which four statements are true about this administrator establishing connections to root in a CDB that has been opened in read only mode?（）A、You can conned as a common user by using the connect statement.B、You can connect as a local user by using the connect statement.C、You can connect by using easy connect.D、You can connect by using OS authentication.E、You can connect by using a Net Service name.F、You can connect as a local user by using the SET CONTAINER statement.
考题
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 customer called and indicated that their p690 system did not come with any installation and user manuals. Which of the following sources can best provide this information？ （）A
IBM RedbooksB
IBM SupportlineC
pSeries LibraryD
pSeries College
考题
单选题The client team tends to bring the pSeries technical specialist in very late in the process. This has caused several problems where the specialist has had to correct some misunderstandings about the technology. The specialist is getting very frustrated and would like to avoid these misunderstandings in future. What would be the most appropriate way to handle this？（）A
Refuse to work with the account team unless they are brought in right at the beginning.B
Talk to the account team and ask them to bring them in earlier so that they can better understand the account.C
Explain the situation to the customer and ask them to talk to the account team about bringing them in earlier.D
Explain the situation to the sales manager and ask him to talk to the account team about bringing them in earlier.
考题
单选题A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）A
“It is a message that informs the technician of what hardware needs to be replaced.”B
“A bluescreen message is just another name for an error.”C
“It provides the technician with more information about the problem.”D
“It is a complex message that is very difficult to explain to those who are not familiar with computers.”
考题
单选题A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）A
Transfer the customer to another technician, who can allocate more time to the issue.B
Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.C
Listen to what the customer has to say and calmly recommend the best course of action.D
Use technical language to demonstrate knowledge and expertise to the customer.
考题
单选题A customer reports to Karen, a technician, that a PC’s video card has recently been upgraded and the computer reboots randomly. The last few restarts have happened during movie playback, playing a video game, and video editing. Which of the following is the MOST likely source of this issue?（）A
The card is not compatible with the hardware of the machine.B
The graphic driver for the card is corrupt.C
The video card requires additional power.D
The software the user is running is incompatible for the video card.
考题
单选题A user’s OS has become corrupt, and the user would like to restore the PC back to when they first bought the machine. Which of the following would be the BEST choice?（）A
Factory Recovery PartitionB
Use Safe ModeC
Last Known Good ConfigurationD
Purchase a copy of the original OS
考题
单选题A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the user?（）A
“Can you avoid using the PC that crashed?”B
“What was the last thing that occurred before the PC had problems?”C
“What were you doing before the PC went down?”D
“What was the last thing you did before the PC crashed?”
考题
单选题A user has a computer that runs Windows XP Professional. The user attempts to connect to the computer by using a Remote Desktop Connection and receives the following error message: “The local policy of the system does not permit you to log on interactively.” You need to ensure that the user can log on to the computer by using a Remote Desktop Connection. What should you do?（）A
From the System settings, disable Remote Assistance.B
Add the user's account to the Remote Desktop Users group. C
From Windows Firewall, modify the scope of the Remote Desktop exception. D
Set the Remote Desktop Help Session Manager service Startup type to Automatic, and then start the service.
考题
单选题A technician is working on a PC that may have malware. Which of the following should thetechnician try FIRST?（）A
Educate the end user about how a computer becomes infected.B
Perform a clean install of the OS.C
Boot the PC in Safe Mode.D
Quarantine all infected files.
考题
单选题A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）A
Ask another technician who has worked with this computer previously to learn about any other prior issues.B
Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.C
Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.D
Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
考题
单选题User 1 has a printer connected to a PC. User 2 is requesting the ability to print large documents to that printer. Which of the following is the BEST way for User 2 to gain access to the printer?（）A
Use infrared to print remotely.B
Unplug the printer and install it on the new pc.C
Share the Printer in Windows.D
Update universal drivers to allow printing.
考题
单选题A user has forgotten their BIOS password on their computer. Which of the following would atechnician use to allow the user access to their PC?（）A
Remove the BIOS chip on the PCB
Re-flash the BIOSC
Run password cracking software on the users PCD
Set the password clear jumper on the motherboard
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