1 Which technology is used by laser printers?

digital drop electrophotographic electrostatic spray impact ink melting 2 Which two interface types can supply power to a scanner or printer? (Choose two.) USB SCSI serial parallel FireWire 3 Which laser printer component is a metal cylinder that is coated with a light-sensitive insulating material? drum fuser fusing unit platen transfer corona wire 4 Instead of the document that was expected, a printer is printing unusual characters. What should be the next steps in solving this printer problem? Replace the print cartridge. If that fails to solve the problem, restart the printer and run diagnostics. Check the printer data cabling. If the cabling is secure on both ends, replace the print cartridge or ribbon. Send the print job again. If that fails to work, turn the printer off and back on, then resend the print job. If the problem still exists, reinstall or upgrade the print driver. Check the printer power. If the power is on, resend the print job. If the document still fails to print properly, check the printer to ensure it is set as the default printer and resend the document. 5 Which Windows XP command sends a file named example.txt to the default printer? send example.txt example.txt default-printer default-printer example.txt print example.txt 6 Which printer technology is used in low-cost, photo-quality printers? impact inkjet laser thermal

7 What is the best source for a Windows-compatible scanner driver? website for scanner manufacturer Microsoft Update website scanner installation disk Windows Device Manager Windows hardware profiles 8 Which two methods can restart a stopped print service? (Choose two.) rebooting the computer power cycling the printer restarting the print spooler canceling and resending print jobs disconnecting and reconnecting network cables to the printer 9 What is typical of a network printer installation? the requirement of a UPS the requirement of a hub or a switch the use of FireWire or USB the use of Ethernet or wireless 10 What is the recommended first step in performing printer maintenance? Empty all paper trays. Remove the toner cartridge. Remove power to the printer. Disconnect the network cable. 11 What is the first step in troubleshooting a printing problem? Identify the symptoms. Install a new ink toner cartridge. Disconnect power from the printer. Discuss solutions with the customer. Determine the exact cause of the problem. 12 Refer to the exhibit. Which two printer configuration settings should be modified when changing from standard paper to photo paper? (Choose two.) Duplex Paper Type Print Layout Print Quality Paper Orientation 13 Which software, embedded in a printer, controls how the printer operates and can be upgraded? driver firmware operating system printer utilities

14 What are two possible negative results from refilling ink cartridges on a printer? (Choose two.) internal leaks damage to the corona reduced life of the printer toner cartridge malfunctions damage to the electrophotographic drum 15 A museum possesses several old paintings that the curators wish to reproduce and sell in the museum gift shop. Which type of scanner can be used to produce the highest-quality reproduction? all-in-one drum flatbed handheld 16 What are two recommended procedures for proper scanner care and maintenance? (Choose two.) wiping the glass with cloth removing the glass during cleaning keeping the lid open when the scanner is not in use spraying cleaner directly on the glass leaving the scanner connected to the power source 17 Which software converts scanned pages into text? Image Text Converter Optical Character Recognition Optical Text Recognition Character Image Recognition 18 Which routine maintenance procedure can extend the life of a printer? removing impurities collected on internal components removing and cleaning the corona wire regularly cleaning toner from the fusing drum refilling low ink cartridges 19 What problem might be encountered if a laser printer is plugged into a UPS? damage to the UPS inconsistent print quality electrical shock to users damage to the laser printer 20 What is a feature that causes printers to require higher levels of maintenance than other electrical devices require? high voltage moving parts network connectivity electrostatic charges

21 Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.) Take calls only from customers that are knowledgeable about computers. Take frequent gaming breaks. *Go for a quick walk. *Listen to soothing sounds. *Practice relaxed breathing. Take a long lunch hour to reduce fatigue. 22 What is the primary responsibility of a level-one helpdesk technician? to solve simple problems to update drivers and OS patches to use remote diagnostic software *to gather pertinent customer information 23 A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire? Ask a level-two technician to check on the customer satisfaction survey response. Call the user daily to ensure the hard drive is working satisfactorily. *Follow up with the customer to verify that the problem has been resolved. Inform the distribution center that the customer is satisfied with the repair. 24 A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint? *Listen to the complaint and explain that the coworker is frequently rude. Tell the customer that they can call the supervisor if they have a complaint. Listen to the complaint, apologize for the incident, and then offer to help the customer. Ask the customer to submit their complaint in writing. 5 What is the recommended way to place customers on hold? Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.

 As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold. *Ask and wait for permission before placing customers on hold. Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found. 6 Why is good communication a critical part of successfully troubleshooting customer problems? *It helps technicians learn important details from the customer. It ensures that customers will not complain about poor service. It ensures that the technician is in high demand on the job market. It reduces the need to rely on technical manuals and online research. 7 Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk? online help files contact database bug reporting tools call queue management *remote diagnostics utility 8 Which task would be the responsibility of a level-two technician? resolving computer problems that are limited to software errors gathering information from the customer directing the customer to the appropriate computer vendor for help *resolving computer problems that require opening up the computer 9 While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed? Interrupt the customer immediately to explain the solution. Interrupt the customer at the earliest opportunity because you know what they are going to say. *Wait until the customer has finished speaking, and then explain the possible solution. Ask the customer to complete the explanation as quickly as possible because a possible solution is known. 10 Which statement is true about the role of stress when troubleshooting customer computer problems?

*Reducing stress helps customers provide more useful information. Increased stress helps improve focus on fixing the problem quickly. Stressful situations are important for establishing good customer rapport. Stress is one of the most useful resources available to the computer technician. 11 Which three pieces of information should be given to the next technician when transferring a customer?(Choose three.) *your name *ticket number impressions of the customer *customer name department name part numbers 12 Where would legal details be found that describe proper handling of information for a specific customer? *SLA Netiquette rules customer support call transcripts employee confidentiality agreement 13 Which two actions are examples of good netiquette? (Choose two.) Avoid beginning an e-mail with a formal greeting when it is a reply. Help keep flame wars only for humanistic reasons. *Check grammar and spelling before sending e-mail. *Use mixed case in e-mail instead of all upper case or all lower case. Reply to flames but not via e-mail. 14 For a computer technician, what is the first step in resolving a customer problem? brainstorming with co-workers searching vendor support sites reviewing technical documentation *speaking directly with the customer 15 While servicing a computer, a technician notices that a document labeled confidential is open on the computer. What should the technician do? Call another user to check the file. *Step away from the computer and ask the user to close the document. Minimize the document and pretend not to notice it.

 Report the situation to the manager responsible for the user. Close the file without saving any changes to the file. 16 What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.) *The computer case must be opened. The problem description lacks specific details. The customer contact information is inaccurate. The make and model of computer are not recorded. *The problem cannot be resolved in less than ten minutes. 17 What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.) being impatient lacking sensitivity *sending chain letters *sending anonymous e-mails closing a case before resolution 18 Which two techniques should be used when dealing with an inexperienced customer? (Choose two.) *Use simple step-by-step instructions. Explain possible causes of the problem to the customer. Criticize the customer to prevent the possibility of repeating the problem in the future. Ask to set up a conference call with a level-two technician. *Speak in plain terms. 19 Which issue is an example of an exception to an SLA that should be escalated to a manager? A customer wishes to change the details of the contact person on the SLA. *A customer wants two new computers added to the existing SLA without additional cost. The customer is asking to upgrade the level of service and is willing to pay the price difference. An unhappy customer calls to get clarification of the costs and penalties of the SLA. 20 A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the property of the customer? (Choose two.)

 *customer e-mails transcripts of the support call *hard copies of files on the customer desk technical notes that are related to the support case Internet searches that are related to the support case 1 What are two important outcomes of good computer and network security? (Choose two.) keep equipment functioning *expose confidential information allow unrestricted network access reduce available network resources *provide access only to authorized users 2 Which three questions should be addressed by organizations developing a security policy? (Choose three.) *What items need to be protected? How should the items be protected? *What is to be done in the case of a security breach? When do the items need protecting? What insurance coverage is required? *What are the possible threats to the items? 3 A company network was subjected to several security attacks after TCP/IP had been installed on the company computers. Analysis has shown that in most of the attacks, attackers used network sniffers to extract user names and passwords of critical accounts on the network. Which type of TCP/IP attack did these attackers deploy? *denial of service ping of death replay SYN flood 4 A technician has downloaded the latest Windows XP updates from the Microsoft website. What should the technician do before installing the updates? *Create a restore point. Manually update the Last Known Good Configuration. Reinstall the antivirus software.

 Change the firewall rules to enable the installer to access port 8900 of the Microsoft server. 5 At which step of the troubleshooting process will a computer technician ask the customer a series of open-ended and closed-ended questions? Document findings. *Identify the problem. Implement a solution. Determine an exact cause. 6 Why should everyone in an organization give high priority to computer and network security? because antivirus software often does not work because computer and network security is included in every job description *because everyone can be affected by computer and network security problems because computer and network security is the primary responsibility of every employee 7 (http://itessentials1.files.wordpress.com/2011/09/i184372v1n4_1843721.jpg) Refer to the exhibit. What is the correct order for the steps in the troubleshooting process? 2, 4, 5, 3, 1, 6 *2, 5, 4, 3, 6, 1 5, 4, 2, 3, 6, 1 3, 5, 4, 2, 6, 1 8 For troubleshooting security problems, what should be done immediately after the exact cause of the problem is determined? Document the findings. Verify full system functionality. Establish a theory of probable causes. *Establish a plan of action for resolution. 9 Which two actions improve security on a wireless network? (Choose two.) *Enable WEP.

 Broadcast the default SSID. Keep the default administrator password for the access point. *Enable MAC filtering. 10 A large number of e-mail messages are appearing in the inbox of a home computer user. The messages relate to products for which the user has never requested information. Which name is given to this type of e-mail? spoof adware grayware *spam 11 A computer that is configured for automatic updates is shut down during a scheduled update. However, the update is downloaded successfully without any file being corrupted in the process. What will happen to the update as a result of this shutdown? Notification for downloading available updates will be displayed when the computer is rebooted. The update will be lost. The update for the computer will be queued on the website. *The update will be installed as soon as the computer is powered on. 12 Which best practice should be included in a password protection policy? Encourage users to document passwords in a personal file. Enforce password protection at the BIOS level. Implement lockout rules upon consecutive unsuccessful attempts at accessing the system. Restrict passwords to text-based strings. 13 Which two questions are examples of open-ended questions that could be used in the security troubleshooting process? (Choose two.) Have you shared your password? Is your security software up to date? What problems are you experiencing? What websites have you visited recently? Have you scanned your computer recently for viruses? 14 How can web tools, such as Java or ActiveX, be used for a malicious attack? by altering the interactivity level of a web page by creating popup windows by causing the web browser to crash, leaving the system vulnerable

 *by installing unwanted programs on a computer 15 What is a signature as the term is used in antivirus and antispyware software development? a system restore point a software removal tool an operating system patch *a programming code pattern 16 Which precaution helps protect against social engineering in the workplace? disclosing passwords to company personnel only *guiding visitors within the premises and escorting them personally when they leave keeping hidden from public view any passwords that are posted in the work area sharing access cards with other employees 17 What are two examples of malware? (Choose two.) registry cleaner pop-up blocker *spyware e-mail *grayware 18 Which security device stores user physical characteristics to provide a user level of facility access? *a biometric sensor a card key a key fob a smart card 19 What condition can allow unauthorized access to a network for users who are not physically connected to the network? exposed network cables active jacks in public areas *poor wireless device security unattended PCs that are logged into the network 20 What must be done to ensure that the antivirus software on a computer is able to detect and eradicate the most recent viruses? *Download the latest signature files on a regular basis. Schedule a scan once a week.

Schedule antivirus updates using Windows Task Manager. Follow the firewall configuration guidelines on the antivirus manufacturer website.

1 Which two factors are used to determine the different categories of UTP cabling? (Choose two.) The distance a signal can travel through the cable. The number of twists in the wires inside the cable. The number of wires inside the cable. The type of shielding used inside the cable. The type of connectors required to terminate the cable. 2 Which suite of protocols is used to transmit data across the Internet? Appletalk ARP DNS IPX/SPX TCP/IP 3 Which Windows XP command displays the route taken by packets crossing an IP network? iproute netview nslookup ping

tracert 4 What is the most commonly used DSL technology? ADSL HDSL IDSL SDSL VDSL 5 Workers are required to access the company LAN when traveling. Which networking technology can provide secure and encrypted access to the LAN? ADSL ISDN VPN WAN 6 The Internet is an example of which type of network? LAN SAN WAN WLAN 7 Which dotted decimal number is used to distinguish the network portion of an IP address from the host portion?

default gateway MAC address physical address subnet mask 8 What is the maximum range a data signal can travel through a 1000BASE-T network segment? 3280 ft (1000 m) 1640 ft (500 m) 984 ft (300 m) 607 ft (185 m) 328 ft (100 m) 9 Why should network cables always be labeled? to prevent cable wear to improve appearance to reduce network clutter to save troubleshooting time 10 Which method is recommended in order to avoid problems with counterfeit network equipment? Buy extra parts in case one fails. Only install equipment that comes with a user manual. Purchase equipment only through manufacturer-authorized partners. Use items of uncertain authenticity only in non-mission critical applications.

11 A technician installs a new NIC in a PC and connects an Ethernet patch cord from the NIC to a wall jack. The technician then notes that the link lights are not active on the NIC. Which two problems could be indicated by this lack of activity? (Choose two.) faulty NIC bad IP address faulty patch cord unavailable DHCP server incorrect protocol configuration 12 A student brings a laptop to a school that has wireless access. The laptop is not connecting to the school network. What is the first thing that the student should check? the laptop battery level the IP address that is assigned to the laptop the power level of the wireless antenna the available wireless networks within range the distance from the school-owned wireless device 13 Which procedure is normally performed when connecting a computer to an Ethernet network for the first time? Manually assign an IP address. Configure the NIC for a MAC address. Attach a cable that has an RJ-45 connector. Configure the NIC for a specific network protocol. 14

Which three factors are reasons to choose a client/server model for a network instead of peer-topeer? (Choose three.) The network is small with less than eight users. The company network requires secure access to confidential information. The users need a central database to store inventory and sales information. Each user understands how to safely share files across a network. The data gathered by the employees is critical and should be backed up on a regular basis. All employees passed a strict background check as part of the corporate hiring practices. 15 Which two statements are true of network computing in contrast to non-network computing? (Choose two.) File duplication is more likely. Fewer peripherals are needed. Resource conservation is decreased. Application licensing costs are higher. Centralized administration capabilities are enhanced. 16 What is true about the TIA/EIA? It develops and maintains the 802 standards for LANs. It establishes consensus processes among qualified groups. It defined the Open Systems Interconnection networking model. It developed standards to replace proprietary standards after U.S. telephone industry deregulation. 17

A student is helping a friend with a home computer that can no longer access the Internet. Upon investigation, the student discovers that the computer has been assigned the IP address 169.254.100.88. What could cause a computer to get such an IP address? a bad network cable interference from surrounding devices reduced computer power supply output static IP addressing with incomplete information 18 Which two characteristics describe Ethernet technology? (Choose two.) supported by IEEE 802.3 standards supported by IEEE 802.5 standards typically uses an average of 16 Mb/s for data transfer rates uses a bus logical topology uses a ring topology 19 Which device enables computers to be attached to a network without segmenting the network? bridge hub router switch 20 Which networking protocol translates a network name such as www.cisco.com to a unique IP address? APIPA ARP

DHCP DNS Proxy ARP 1 Which technology is used by laser printers? digital drop electrophotographic electrostatic spray impact ink melting 2 Which two interface types can supply power to a scanner or printer? (Choose two.) USB SCSI serial parallel FireWire 3 Which laser printer component is a metal cylinder that is coated with a light-sensitive insulating material? drum fuser fusing unit platen transfer corona wire 4 Instead of the document that was expected, a printer is printing unusual characters. What should be the next steps in solving this printer problem? Replace the print cartridge. If that fails to solve the problem, restart the printer and run diagnostics. Check the printer data cabling. If the cabling is secure on both ends, replace the print cartridge or ribbon. Send the print job again. If that fails to work, turn the printer off and back on, then resend the print job. If the problem still exists, reinstall or upgrade the print driver. Check the printer power. If the power is on, resend the print job. If the document still fails to print properly, check the printer to ensure it is set as the default printer and resend the document.

5 Which Windows XP command sends a file named example.txt to the default printer? send example.txt example.txt default-printer default-printer example.txt print example.txt 6 Which printer technology is used in low-cost, photo-quality printers? impact inkjet laser thermal 7 What is the best source for a Windows-compatible scanner driver? website for scanner manufacturer Microsoft Update website scanner installation disk Windows Device Manager Windows hardware profiles 8 Which two methods can restart a stopped print service? (Choose two.) rebooting the computer power cycling the printer restarting the print spooler canceling and resending print jobs disconnecting and reconnecting network cables to the printer 9 What is typical of a network printer installation? the requirement of a UPS the requirement of a hub or a switch the use of FireWire or USB the use of Ethernet or wireless 10 What is the recommended first step in performing printer maintenance? Empty all paper trays. Remove the toner cartridge. Remove power to the printer. Disconnect the network cable. 11 What is the first step in troubleshooting a printing problem? Identify the symptoms.

Install a new ink toner cartridge. Disconnect power from the printer. Discuss solutions with the customer. Determine the exact cause of the problem. 12

Refer to the exhibit. Which two printer configuration settings should be modified when changing from standard paper to photo paper? (Choose two.) Duplex Paper Type Print Layout Print Quality Paper Orientation 13 Which software, embedded in a printer, controls how the printer operates and can be upgraded? driver firmware operating system printer utilities 14 What are two possible negative results from refilling ink cartridges on a printer? (Choose two.) internal leaks damage to the corona reduced life of the printer toner cartridge malfunctions damage to the electrophotographic drum 15 A museum possesses several old paintings that the curators wish to reproduce and sell in the museum gift shop. Which type of scanner can be used to produce the highest-quality reproduction? all-in-one drum flatbed handheld 16 What are two recommended procedures for proper scanner care and maintenance? (Choose two.) wiping the glass with cloth removing the glass during cleaning keeping the lid open when the scanner is not in use

spraying cleaner directly on the glass leaving the scanner connected to the power source 17 Which software converts scanned pages into text? Image Text Converter Optical Character Recognition Optical Text Recognition Character Image Recognition 18 Which routine maintenance procedure can extend the life of a printer? removing impurities collected on internal components removing and cleaning the corona wire regularly cleaning toner from the fusing drum refilling low ink cartridges 19 What problem might be encountered if a laser printer is plugged into a UPS? damage to the UPS inconsistent print quality electrical shock to users damage to the laser printer 20 What is a feature that causes printers to require higher levels of maintenance than other electrical devices require? high voltage moving parts network connectivity electrostatic charges