Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
Subject: Information Technology Essentials Quiz ( MCQ and Answer )
What should a level two technician do immediately after receiving an escalated work order from a level one technician?
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Which task would require that a problem be escalated to a level two technician?
A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?
A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?
A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do?
What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)
Which statement is characteristic of most personal software licenses?
What is a characteristic of the open-source license of an application software?
What is the definition of cyber law?
What are two examples of personally identifiable information (PII)? (Choose two.)
A worker in the records department of a hospital in the United States accidentally sends a patient’s medical record to a printer in another department. When the worker arrives at the printer, the patient record printout is missing. Which two types of compliance standards best match the breach of confidentiality? (Choose two.)
A technician is attempting to securely configure a Linux web server on the public-facing side of the firewall. What port type and number are most likely required to be open on the firewall to allow this traffic through?
A system administrator needs to perform manual updates on a remote Linux workstation using a Windows 10 PC. Which remote access tool should the administrator use to securely access and configure the Linux device across the network?
What is the definition of a script file?
A programmer used an operator to compare values within a program and the resulting logical data type was “false”. Which test condition would have provided the result of “false”?
Which two programming languages require the program to be converted into executable code using a compiler? (Choose two.)
What is a common responsibility of a level one call center technician?
A technician has been asked by a manager to recommend a security solution for protecting a computer against Trojans. Which security technique should the technician recommend?
A technician has been asked by a manager to recommend a security solution for protecting a computer against rootkits. Which security technique should the technician recommend?
A technician has been asked by a manager to recommend a security solution for protecting a computer against adware programs. Which security technique should the technician recommend?