Which of the following is a document that defines what action can be taken on data and resources at a company?

You believe you have witnessed prohibited behavior, and you have clearly defined it and documented it by referring to company policies. What should you do next?

When you are explaining something technical to a customer which of the following is the *best* technique to confirm that the customer is following your explanation?

When someone is explaining something to you, how can you make sure you heard and understood what they said?

Which of the following are techniques you could use to show respect for a customer? 1. Be as clear as possible and corret any misunderstandings 2. Do not minimize the importance of what the person is telling you 3. Show the customer your company security policy 4. Treat the customer the way you would want to be treated

When a customer is explaining their issue, what is the *first* and most important thing you must do?

Which of the following shows positive and professional behavior? 1. Avoiding confrontation 2. Minimizing the concern 3. Avoiding judgmental behavior 4. Laughing at the problem 5. Showing respect 6. Avoiding sarcasm 7. Taking the customer's behavior personally

When a customer is being rude or disrespectful, you should treat it as

If a customer becomes verbally or physically intimidating or abusive, you should

Once you have created a backup, what must you do to ensure your data is safe

Always write down troubleshooting steps you took in a notebook because

What is the first step in the 7 steps of troubleshooting?

Once you have identified the problem and researched knowledgeable sources, what should you do?

Once you have a theory of the problem (probably cause), you should

Once you have verified that all systems are functional and you have implemented preventative measures, what is the last step?

How many questions should you ask your user to really get at the problem?

What is the most important thing to do while dealing with prohibited content?

If your company does not have a specific reporting policy, how many people should you report your findings to about inappropriate content or illegal activity?

If you find prohibited content or illegal activity you should

What is the capital of Canada?

If you find prohibited content or illegal activity you should