Chapter 25 ■ Documentation and Professionalism

Question 1

1. You just finished repairing a network connection, and in the process you traced several
   network connections. Which type of documentation should you create so that another
   technician does not need to repeat the task of tracing connections?
   A. Logical diagram
   B. Knowledge base article
   C. Change management document
   D. Physical diagram

Answer 1

D. Physical diagram

Question 2

2. You are executing the primary plan in the change management documentation and realize
   that you cannot proceed. Which section details the original configuration?
   A. Purpose
   B. Risk analysis
   C. Rollback
   D. Plan for change

Answer 2

C. Rollback

Question 3

3. Which section of the change management documentation contains whom the change
   will affect?
   A. Business processes
   B. Scope of change
   C. End-user acceptance
   D. Plan for change

Answer 3

B. Scope of change

Question 4

4. You just had an outage of Internet connectivity. Which document should you complete so
   that stakeholders understand the reason for the outage?
   A. Change management documentation
   B. Knowledge base article
   C. Acceptable use policy
   D. Incident documentation

Answer 4

D. Incident documentation

Question 5

5. Which regulation is enforced by the Securities and Exchange Commission (SEC) to regulate
   financial records and sensitive financial information?
   A. SOX
   B. FERPA
   C. HIPAA
   D. GLBA

Answer 5

A. SOX

Question 6

6. You are currently troubleshooting a network issue. Which type of diagram allows you to
   view the flow of information from a high-level overview? (Choose the best answer.)
   A. Logical diagram
   B. Physical diagram
   C. Symbol diagram
   D. Knowledge base article

Answer 6

A. Logical diagram

Question 7

7. End users are abusing the email system by selling personal items. Which policy would detail
   the proper use of the email system for business purposes?
   A. MDM
   B. Password policy
   C. AUP
   D. Incident management

Answer 7

C. AUP

Question 8

8. Which backup media is the fastest from which to recover?
   A. Disk-to-tape
   B. Disk-to-disk
   C. Disk-to-flash
   D. Disk-to-cloud

Answer 8

B. Disk-to-disk

Question 9

9. You need to upgrade a server and want to make a backup of the data before you begin.
   Which backup method should you choose so that your normal backups are not affected?
   A. Full
   B. Copy
   C. Incremental
   D. Differential

Answer 9

B. Copy

Question 10

10. Which type of power protection is used between the electricity coming into the premises
    and the power meter, to protect from surges in electric?
    A. Surge protector strip
    B. Uninterruptable power supply
    C. Service entrance surge protection
    D. Generator

Answer 10

C. Service entrance surge protection

Question 11

11. You promised a customer that you would be out to service their problem before the end of
    the day but have been tied up at another site. As it now becomes apparent that you will not
    be able to make it, what should you do? (Choose the best answer.)
    A. Arrive first thing in the morning.
    B. Wait until after hours and then leave a message that you were there.
    C. Call the customer and inform them of the situation.
    D. Email the customer to let them know that you will be late.

Answer 11

C. Call the customer and inform them of the situation.

Question 12

12. A user reports that a workstation has two significant problems that do not seem related.
    How should you approach these problems?
    A. Look for what the two problems would have in common.
    B. Assume that a virus is involved.
    C. Deal with each issue separately.
    D. Order a new machine.

Answer 12

C. Deal with each issue separately.

Question 13

13. A customer is trying to explain a problem with their system. Unfortunately, the customer
    has such a thick accent that you are unable to understand their problem. What should you
    do? (Choose the best answer.)
    A. Just start working on the system and look for obvious errors.
    B. Call your supervisor.
    C. Ask that another technician be sent in your place.
    D. Apologize and find another user or manager who can help you translate.

Answer 13

D. Apologize and find another user or manager who can help you translate.

Question 14

14. You have been trying to troubleshoot a user’s system all day when it suddenly becomes clear
    that the data is irretrievably lost. When you inform the customer, he becomes so angry that
    he shoves you against a wall. What should you do?
    A. Shove the user back, only a little harder than he shoved you.
    B. Shove the user back, only a little easier than he shoved you.
    C. Try to calm the user down.
    D. Yell for everyone in the area to come quickly.

Answer 14

C. Try to calm the user down.

Question 15

15. A customer tells you that a technician from your company spent three hours on the phone
    making personal calls. What should you do with this information?
    A. Nothing
    B. Inform your manager.
    C. Talk to the technician personally.
    D. Ask the customer to prove it.

Answer 15

B. Inform your manager.

Question 16

16. You arrive at the site of a failed server to find the vice president nervously pacing and
    worrying
    about lost data. What should you do?
    A. Offer a joke to lighten things up.
    B. Downplay the situation and tell him that customers lose data every day.
    C. Keep your head down and keep looking at manuals to let him know that you are
    serious.
    D. Inform him that you’ve dealt with similar situations and will let him know what needs
    to be done as soon as possible.

Answer 16

D. Inform him that you’ve dealt with similar situations and will let him know what needs
to be done as soon as possible.

Question 17

17. You are temporarily filling in on phone support when a caller tells you that he is sick and
    tired of being bounced from one hold queue to another. He wants his problem fixed, and he
    wants it fixed now. What should you do?
    A. Inform him up front that you are only filling in temporarily and won’t be of much help.
    B. Transfer him to another technician who handles phone calls more often.
    C. Try to solve his problem without putting him on hold or transferring him elsewhere.
    D. Suggest that he call back at another time when you are not there.

Answer 17

C. Try to solve his problem without putting him on hold or transferring him elsewhere.

Question 18

18. At the end of the day, you finish a job only to find that the user you were doing it for had to
    leave. What should you do? (Choose two.)
    A. Clean up and leave no evidence that you were there.
    B. Leave a note for the user detailing what was done and how to contact you.
    C. Notify the user’s manager and your own manager that you have finished.
    D. Put the system back to its original state.

Answer 18

B. Leave a note for the user detailing what was done and how to contact you.
C. Notify the user’s manager and your own manager that you have finished.

Question 19

19. A user on the phone does not seem to be able to explain her problem to you without using
    profanity. That profanity is making you unable to understand her problem. What should
    you do? (Choose the best answer.)
    A. Ask the user to refrain from the offensive language.
    B. Overlook the profanity.
    C. Hang up.
    D. Show her that you know just as many expletives as she does.

Answer 19

A. Ask the user to refrain from the offensive language.

Question 20

20. Which of the following is not a benefit of implementing asset tags for inventory management?
    A. Tracking of the equipment
    B. Scheduling the depreciation of the equipment
    C. Identifying assets
    D. Providing ownership of the equipment

Answer 20

B. Scheduling the depreciation of the equipment