| Question.16 A call center technician receives a call from a user asking how to update Windows. Which of the following describes what the technician should do? (A) Have the user consider using an iPad if the user is unable to complete updates. (B) Have the user text the user’s password to the technician. (C) Ask the user to click in the Search field, type Check for Updates, and then press the Enter key. (D) Advise the user to wait for an upcoming, automatic patch. |
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Correct Answer: C
| Question.17 When a user calls in to report an issue, a technician submits a ticket on the user’s behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user? (A) Have the user provide a callback phone number to be added to the ticket. (B) Assign the ticket to the department’s power user. (C) Register the ticket with a unique user identifier. (D) Provide the user with a unique ticket number that can be referenced on subsequent calls. |
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Correct Answer: C
| Question.18 Which of the following is the MOST important environmental concern inside a data center? (A) Battery disposal (B) Electrostatic discharge mats (C) Toner disposal (D) Humidity levels |
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Correct Answer: D
| Question.19 A user is unable to log in to the network. The network uses 802.1X with EAP-TLS to authenticate on the wired network. The user has been on an extended leave and has not logged in to the computer in several months. Which of the following is causing the log-in issue? (A) Expired certificate (B) OS update failure (C) Service not started (D) Application crash (E) Profile rebuild needed |
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Correct Answer: A
| Question.20 A technician needs to format a USB drive to transfer 20GB of data from a Linux computer to a Windows computer. Which of the following filesystems will the technician MOST likely use? (A) FAT32 (B) ext4 (C) NTFS (D) exFAT |
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Correct Answer: D