NDG Linux Essentials 2.0 Chapter 15 Exam Answers Which files contain user account information? (Choose two)
  • /etc/shadow
  • /etc/passwd
Which are two examples of good customer service? (Choose two.)
  • A technician follows up with a customer after services are completed.
  • A technician notifies a customer as soon as possible that there may be a delay.

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?

  • policies
Which change management process component is concerned with the cost and resources necessary for implementation?
  • assessment
What is the reason to escalate a problem from a level one technician to a level two technician?
  • when drivers, applications, or operating systems need to be installed.
What is a typical task performed by a level one technician in a call center?
  • gathering information when a customer calls for help
Which statement best describes a call center?
  • It is a place that exists within a company and provides computer support to both employees and customers of the company.
When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
  • evidence tampering
During computer forensics investigations, which type of data is lost when power is removed from the computer?
  • data that is stored in RAM
Which is true regarding the treatment of customer property?
  • A customer's phone list is customer property and must be kept private.
What does a technician need in order to make changes to software installed on the computer of a customer?
  • the authorization of a more senior technician.