Question 1

Which task would require that a problem be escalated to a level two technician?

Accepted Answer

changing CMOS settings

Answer

cleaning a mouse

Answer

changing toner cartridges

Answer

checking loose external cables

Question 2

A technician receives a call from a customer who is too talkative. How should the technician handle the call?

Accepted Answer

Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

Answer

Politely step in and gain control of the call by asking the customer social questions.

Answer

Talk over the customer and quickly gather the necessary information to be of help.

Answer

Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.

Question 3

What should a level two technician do immediately after receiving an escalated work order from a level one technician?

Accepted Answer

Call the customer back to ask any additional questions and resolve the problem.

Answer

Send the work order to a level three technician and ask for support.

Answer

Document suggestions to solve the problem in the work order and return it to the level one technician.

Answer

Call the level one technician and ask questions about the problem.

Question 4

Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)

Question 5

What does a technician need in order to make changes to software installed on the computer of a customer?

Accepted Answer

customer authorization

Answer

verification that the software is legal

Answer

two witnesses

Answer

the authorization of a more senior technician

Question 6

Which is true regarding the treatment of customer property?

Accepted Answer

A customer’s phone list is customer property and must be kept private.

Answer

Customer property is limited to hardware.

Answer

A technician does not have to care about copies of customer files because it is not the original.

Answer

Data left on a customer’s PC is not property because it is visible to others.

Question 7

During computer forensics investigations, which type of data is lost when power is removed from the computer?

Accepted Answer

data that is stored in RAM

Answer

data that is stored on magnetic disk

Answer

data that is stored to an external drive

Answer

data that is stored on solid state drives

Question 8

Why is a chain of custody important in a cyber crime case?

Accepted Answer

It authenticates evidence

Answer

It proves guilt

Answer

It protects copyrighted materials

Answer

It ensures conviction

Question 9

When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?

Accepted Answer

evidence tampering

Answer

identity theft

Answer

cyber crime

Answer

copying of copyrighted materials

Question 10

Which type of documentation is concerned with specifying what data must be collected and how long it must be retained in regards to an organization?

Accepted Answer

policies

Answer

user documentation

Answer

<P>operations</P>

Answer

<P>projects</P>

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