Which user can view the /etc/shadow file?
Correct answer(s):
- The root user
Subject
Information Technology
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Quizzes in Information Technology
NDG Linux Essentials 2.0 Chapter 15 Exam Answers Which files contain user account information? (Choose two)
Correct answer(s):
- /etc/shadow
- /etc/passwd
Which are two examples of good customer service? (Choose two.)
Correct answer(s):
- 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?
Correct answer(s):
- policies
Which change management process component is concerned with the cost and resources necessary for implementation?
Correct answer(s):
- assessment
What is the reason to escalate a problem from a level one technician to a level two technician?
Correct answer(s):
- 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?
Correct answer(s):
- gathering information when a customer calls for help
Which statement best describes a call center?
Correct answer(s):
- 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?
Correct answer(s):
- evidence tampering
Why is a chain of custody important in a cybercrime case?
Correct answer(s):
- It authenticates evidence.
During computer forensics investigations, which type of data is lost when power is removed from the computer?
Correct answer(s):
- data that is stored in RAM
Which is true regarding the treatment of customer property?
Correct answer(s):
- 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?
Correct answer(s):
- the authorization of a more senior technician.
Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
Correct answer(s):
- The technician should be sure to treat all customers equally.
What should a level two technician do immediately after receiving an escalated work order from a level one technician?
Correct answer(s):
- Call the customer back to ask any additional questions and resolve the problem.
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Correct answer(s):
- Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Which task would require that a problem be escalated to a level two technician?
Correct answer(s):
- changing CMOS settings
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?
Correct answer(s):
- Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.
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?
Correct answer(s):
- Learn the name of the customer and create a connection with the customer. Next ask questions that assess the knowledge level of the customer.
A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do?
Correct answer(s):
- Report the findings through the proper channels.