Which troubleshooting models first step, Trying quick, obvious fixes, differs fr om the other models? A. CompTIA A+ B.

CompTIA Network+ C. Novell D. ASID ANSWER: C ASID, in the ASID troubleshooting model, stands for which of the following? A. Assign, Simplify, Implement, Document B. Acquire, Simplify, Implement, Document C. Acquire, Segment, Implement, Document D. Assign, Segment, Implement, Document E. Assign, Simplify, Identify, Document F. Action, Simplify, Identify, Document ANSWER: B Which of the following types of information is not important to identify and cap ture when you are first presented with a problem? A. The customers environment B. Circumstances in which the problem occurred C. Knowledge base articles relating to the problem D. Symptoms and error codes ANSWER: C An error code is displayed before the end of the POST. Is the problem hardwareor software-related? A. Hardware B. Software ANSWER: A A paper-based problem-tracking system would be appropriate for what size organiz ation? A. Very small B. Small C. Medium D. Large ANSWER: A What is the name of the Web site containing problem and solution references for the Microsoft client operating systems, such as Windows 2000 Professional, Windo ws XP, and Windows Vista, as well as many other Microsoft applications? A. Microsoft Answers B. Microsoft Frequently Asked Questions C. Microsoft Help and Support D. Microsoft Windows Support Center ANSWER: C A problem is resolved when which of the following occurs? A. The symptoms no longer appear on the users computer. B. You fix the problem either on the users computer or on the network. C. The technician and the user agree that the problem has been resolved. D. The user thanks you for helping her out. ANSWER: C When you match your communication level with your customers abilities, what guid elines for professional communication are you following?

A. Considering the total message B. Considering the customers competence C. Speaking professionally D. Respecting the customer E. Matching the delivery channel to the customer ANSWER: B You and a colleague respond to a user who is having a problem. As the user is de scribing the problem to your colleague, you roll your eyes. Which guidelines for professional communication are you not following? A. Considering the total message B. Considering the customers competence C. Speaking professionally D. Matching the delivery channel to the customer ANSWER: A Which vocal characteristic describes the highness or lowness of your voice? A. Frequency B. Pitch C. Rate D. Volume ANSWER: B What is the name of the document that many companies develop to specify how clie nts and support personnel are to interact, what to expect from each other, and w hat are acceptable timeframes for the resolution of issues. A. Help desk agreement B. Help desk report C. Service-level agreement D. Service report ANSWER: C