Correct answers are marked in red.
1
A user receives a phone call from a person who claims to represent IT services and then asks that user for confirmation of username and password for auditing purposes. Which security threat does this phone call represent?
social engineering
anonymous keylogging
spam
DDoS
A user receives a phone call from a person who claims to represent IT services and then asks that user for confirmation of username and password for auditing purposes. Which security threat does this phone call represent?
social engineering
anonymous keylogging
spam
DDoS
2
Which two security precautions will help protect a workplace against social engineering? (Choose two.)
ensuring that each use of an access card allows access to only one user at the time
ensuring that all operating system and antivirus software is up to date
encrypting all sensitive data stored on the servers
performing daily data backups
registering and escorting all visitors to the premises
Which two security precautions will help protect a workplace against social engineering? (Choose two.)
ensuring that each use of an access card allows access to only one user at the time
ensuring that all operating system and antivirus software is up to date
encrypting all sensitive data stored on the servers
performing daily data backups
registering and escorting all visitors to the premises
3
What are two typical physical security precautions that a business can take to protect its computers and systems? (Choose two.)
Perform daily data backups.
Replace any software firewalls with a hardware firewall.
Implement biometric authentication.
Ensure that all operating system and antivirus software is up to date.
Disable the autorun feature in the operating system.
What are two typical physical security precautions that a business can take to protect its computers and systems? (Choose two.)
Perform daily data backups.
Replace any software firewalls with a hardware firewall.
Implement biometric authentication.
Ensure that all operating system and antivirus software is up to date.
Disable the autorun feature in the operating system.
4
Which physical security technology can hold user authentication information, include software license protection, provide encryption, and provide hardware and software authentication that is specific to the host system?
biometric authentication
Trusted Platform Module (TPM)
card key access
two-factor security
Which physical security technology can hold user authentication information, include software license protection, provide encryption, and provide hardware and software authentication that is specific to the host system?
biometric authentication
Trusted Platform Module (TPM)
card key access
two-factor security
5
It has been noted that the computers of employees who use removable flash drives are being infected with viruses and other malware. Which two actions can help prevent this problem in the future? (Choose two.)
Set virus protection software to scan removable media when data is accessed.
Configure the Windows Firewall to block the ports that are used by viruses.
Enable the TPM in the CMOS settings.
Repair, delete, or quarantine the infected files.
Disable the autorun feature in the operating system.
6
In which situation would a computer technician use the fixmbr command at the command prompt of a Windows XP computer to resolve a security issue?
when unauthorized users have changed the CMOS settings and the CMOS password must be reset
when a virus has damaged the master boot record of the system disk
when a virus has damaged the boot sector of the system disk
when the folder permissions for user members of a group are incorrect
It has been noted that the computers of employees who use removable flash drives are being infected with viruses and other malware. Which two actions can help prevent this problem in the future? (Choose two.)
Set virus protection software to scan removable media when data is accessed.
Configure the Windows Firewall to block the ports that are used by viruses.
Enable the TPM in the CMOS settings.
Repair, delete, or quarantine the infected files.
Disable the autorun feature in the operating system.
6
In which situation would a computer technician use the fixmbr command at the command prompt of a Windows XP computer to resolve a security issue?
when unauthorized users have changed the CMOS settings and the CMOS password must be reset
when a virus has damaged the master boot record of the system disk
when a virus has damaged the boot sector of the system disk
when the folder permissions for user members of a group are incorrect
7
All users working with a particular Windows 7 computer are able to install unauthorized software. In addition to educating the users about correct security behavior, which action should also be performed to solve this issue?
Set the user folder permissions to Deny.
Disable the users’ accounts.
Change the user file permissions to Read Only.
Enable UAC on the computer.
All users working with a particular Windows 7 computer are able to install unauthorized software. In addition to educating the users about correct security behavior, which action should also be performed to solve this issue?
Set the user folder permissions to Deny.
Disable the users’ accounts.
Change the user file permissions to Read Only.
Enable UAC on the computer.
8
You want to dispose of a 2.5 terabyte hard drive that contains confidential financial information. What is the recommended procedure to achieve this?
Use data wiping.
Drill through the HDD.
Smash the platters with a hammer.
Immerse the HDD in a weak solution of bicarbonate of soda.
You want to dispose of a 2.5 terabyte hard drive that contains confidential financial information. What is the recommended procedure to achieve this?
Use data wiping.
Drill through the HDD.
Smash the platters with a hammer.
Immerse the HDD in a weak solution of bicarbonate of soda.
9
What is the most effective way of securing wireless traffic?
WPA2
SSID hiding
WEP
wireless MAC filtering
What is the most effective way of securing wireless traffic?
WPA2
SSID hiding
WEP
wireless MAC filtering
10
Which two items are used in asymmetric encryption? (Choose two.)
a token
a TPM
a private key
a DES key
a public key
Which two items are used in asymmetric encryption? (Choose two.)
a token
a TPM
a private key
a DES key
a public key
11
Which two characteristics describe a worm? (Choose two.)
hides in a dormant state until needed by an attacker
infects computers by attaching to software code
executes when software is run on a computer
is self-replicating
travels to new computers without any intervention or knowledge of the user
Which two characteristics describe a worm? (Choose two.)
hides in a dormant state until needed by an attacker
infects computers by attaching to software code
executes when software is run on a computer
is self-replicating
travels to new computers without any intervention or knowledge of the user
12
Which type of security threat uses email that appears to be from a legitimate sender and asks the email recipient to visit a website to enter confidential information?
worm
phishing
adware
stealth virus
Which type of security threat uses email that appears to be from a legitimate sender and asks the email recipient to visit a website to enter confidential information?
worm
phishing
adware
stealth virus
13
Which three questions should be addressed by organizations developing a security policy? (Choose three.)
How should future expansion be done?
What are the possible threats to the assets of the organization?
What is to be done in the case of a security breach?
When do the assets need protecting?
What assets require protection?
What insurance coverage is required?
Which three questions should be addressed by organizations developing a security policy? (Choose three.)
How should future expansion be done?
What are the possible threats to the assets of the organization?
What is to be done in the case of a security breach?
When do the assets need protecting?
What assets require protection?
What insurance coverage is required?
14
What does a malware detection program look for when running a scan?
a service pack
patterns in the programming code of the software on a computer
mirror sites
patches that prevent a newly discovered virus or worm from making a successful attack
What does a malware detection program look for when running a scan?
a service pack
patterns in the programming code of the software on a computer
mirror sites
patches that prevent a newly discovered virus or worm from making a successful attack
15
Port triggering has been configured on a wireless router. Port 25 has been defined as the trigger port and port 113 as an open port. What effect does this have on network traffic?
Any traffic that is using port 25 going out of the internal network will also be allowed to transmit out port 113.
All traffic that is sent into port 25 to the internal network will also be allowed to use port 113.
All traffic that is sent out port 25 will open port 113 to allow inbound traffic into the internal network through port 113.
Any traffic that comes into port 25 allows outgoing port 113 to be used.
Port triggering has been configured on a wireless router. Port 25 has been defined as the trigger port and port 113 as an open port. What effect does this have on network traffic?
Any traffic that is using port 25 going out of the internal network will also be allowed to transmit out port 113.
All traffic that is sent into port 25 to the internal network will also be allowed to use port 113.
All traffic that is sent out port 25 will open port 113 to allow inbound traffic into the internal network through port 113.
Any traffic that comes into port 25 allows outgoing port 113 to be used.
16
Which two characteristics of network traffic are being monitored if a network technician configures the company firewall to operate as a packet filter? (Choose two.)
packet size
physical addresses
protocols
packet speed
ports
Which two characteristics of network traffic are being monitored if a network technician configures the company firewall to operate as a packet filter? (Choose two.)
packet size
physical addresses
protocols
packet speed
ports
17
What is the primary goal of a DoS attack?
to facilitate access to external networks
to prevent the target server from being able to handle additional requests
to scan the data on the target server
to obtain all addresses in the address book within the server
What is the primary goal of a DoS attack?
to facilitate access to external networks
to prevent the target server from being able to handle additional requests
to scan the data on the target server
to obtain all addresses in the address book within the server
18
Which question would be an example of an open-ended question that a technician might ask when troubleshooting a security issue?
Have you scanned your computer recently for viruses?
What symptoms are you experiencing?
Did you open any attachments from a suspicious email message?
Is your security software up to date?
Which question would be an example of an open-ended question that a technician might ask when troubleshooting a security issue?
Have you scanned your computer recently for viruses?
What symptoms are you experiencing?
Did you open any attachments from a suspicious email message?
Is your security software up to date?
19
Which action would help a technician to determine if a denial of service attack is being caused by malware on a host?
Install rogue antivirus software on the host.
Log on to the host as a different user.
Disable ActiveX and Silverlight on the host.
Disconnect the host from the network.
Which action would help a technician to determine if a denial of service attack is being caused by malware on a host?
Install rogue antivirus software on the host.
Log on to the host as a different user.
Disable ActiveX and Silverlight on the host.
Disconnect the host from the network.
20
A technician is troubleshooting a computer security issue. The computer was compromised by an attacker as a result of the user having a weak password. Which action should the technician take as a preventive measure against this type of attack happening in the future?
Ensure the security policy is being enforced.
Check the computer for the latest OS patches and updates.
Scan the computer with protection software.
Verify the physical security of all offices.
A technician is troubleshooting a computer security issue. The computer was compromised by an attacker as a result of the user having a weak password. Which action should the technician take as a preventive measure against this type of attack happening in the future?
Ensure the security policy is being enforced.
Check the computer for the latest OS patches and updates.
Scan the computer with protection software.
Verify the physical security of all offices.
21
A user has reported that a computer web browser will not display the correct home page even if the default page is reset. What is the likely cause of this problem?
A virus has damaged the boot sector of the system disk.
The computer has been infected with spyware.
UAC has been disabled on the computer.
Folder permissions have been changed from Deny to Allow.
A user has reported that a computer web browser will not display the correct home page even if the default page is reset. What is the likely cause of this problem?
A virus has damaged the boot sector of the system disk.
The computer has been infected with spyware.
UAC has been disabled on the computer.
Folder permissions have been changed from Deny to Allow.
22
What is the name given to the programming-code patterns of viruses?
mirrors
signatures
virus definition tables
grayware
What is the name given to the programming-code patterns of viruses?
mirrors
signatures
virus definition tables
grayware
23
Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
Go for a quick walk.
Listen to soothing sounds.
Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.
Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
Go for a quick walk.
Listen to soothing sounds.
Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.
24
What is the primary responsibility of a level-one helpdesk technician?
to solve simple problems
to update drivers and OS patches
to use remote diagnostic software
to gather pertinent customer information
What is the primary responsibility of a level-one helpdesk technician?
to solve simple problems
to update drivers and OS patches
to use remote diagnostic software
to gather pertinent customer information
25
A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire?
Ask a level-two technician to check on the customer satisfaction survey response.
Call the user daily to ensure the hard drive is working satisfactorily.
Follow up with the customer to verify that the problem has been resolved.
Inform the distribution center that the customer is satisfied with the repair.
A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire?
Ask a level-two technician to check on the customer satisfaction survey response.
Call the user daily to ensure the hard drive is working satisfactorily.
Follow up with the customer to verify that the problem has been resolved.
Inform the distribution center that the customer is satisfied with the repair.
26
A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
Listen to the complaint and explain that the coworker is frequently rude.
Tell the customer that they can call the supervisor if they have a complaint.
Listen to the complaint, apologize for the incident, and then offer to help the customer.
Ask the customer to submit their complaint in writing.
A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
Listen to the complaint and explain that the coworker is frequently rude.
Tell the customer that they can call the supervisor if they have a complaint.
Listen to the complaint, apologize for the incident, and then offer to help the customer.
Ask the customer to submit their complaint in writing.
27
What is the recommended way to place customers on hold?
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
Ask and wait for permission before placing customers on hold.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.
What is the recommended way to place customers on hold?
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
Ask and wait for permission before placing customers on hold.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.
28
Why is good communication a critical part of successfully troubleshooting customer problems?
It helps technicians learn important details from the customer.
It ensures that customers will not complain about poor service.
It ensures that the technician is in high demand on the job market.
It reduces the need to rely on technical manuals and online research.
Why is good communication a critical part of successfully troubleshooting customer problems?
It helps technicians learn important details from the customer.
It ensures that customers will not complain about poor service.
It ensures that the technician is in high demand on the job market.
It reduces the need to rely on technical manuals and online research.
29
Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?
online help files
contact database
bug reporting tools
call queue management
remote diagnostics utility
Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?
online help files
contact database
bug reporting tools
call queue management
remote diagnostics utility
30
Which task would be the responsibility of a level-two technician?
resolving computer problems that are limited to software errors
gathering information from the customer
directing the customer to the appropriate computer vendor for help
resolving computer problems that require opening up the computer
Which task would be the responsibility of a level-two technician?
resolving computer problems that are limited to software errors
gathering information from the customer
directing the customer to the appropriate computer vendor for help
resolving computer problems that require opening up the computer
31
While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?
Interrupt the customer immediately to explain the solution.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
Wait until the customer has finished speaking, and then explain the possible solution.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.
While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?
Interrupt the customer immediately to explain the solution.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
Wait until the customer has finished speaking, and then explain the possible solution.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.
32
Which statement is true about the role of stress when troubleshooting customer computer problems?
Reducing stress helps customers provide more useful information.
Increased stress helps improve focus on fixing the problem quickly.
Stressful situations are important for establishing good customer rapport.
Stress is one of the most useful resources available to the computer technician.
Which statement is true about the role of stress when troubleshooting customer computer problems?
Reducing stress helps customers provide more useful information.
Increased stress helps improve focus on fixing the problem quickly.
Stressful situations are important for establishing good customer rapport.
Stress is one of the most useful resources available to the computer technician.
33
Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
your name
ticket number
impressions of the customer
customer name
department name
part numbers
Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
your name
ticket number
impressions of the customer
customer name
department name
part numbers
34
Where would legal details be found that describe proper handling of information for a specific customer?
SLA
Netiquette rules
customer support call transcripts
employee confidentiality agreement
Where would legal details be found that describe proper handling of information for a specific customer?
SLA
Netiquette rules
customer support call transcripts
employee confidentiality agreement
35
Which two actions are examples of good netiquette? (Choose two.)
Avoid beginning an e-mail with a formal greeting when it is a reply.
Help keep flame wars only for humanistic reasons.
Check grammar and spelling before sending e-mail.
Use mixed case in e-mail instead of all upper
case or all lower case.
Reply to flames but not via e-mail.
Which two actions are examples of good netiquette? (Choose two.)
Avoid beginning an e-mail with a formal greeting when it is a reply.
Help keep flame wars only for humanistic reasons.
Check grammar and spelling before sending e-mail.
Use mixed case in e-mail instead of all upper
case or all lower case.
Reply to flames but not via e-mail.
36
For a computer technician, what is the first step in resolving a customer problem?
brainstorming with co-workers
searching vendor support sites
reviewing technical documentation
speaking directly with the customer
For a computer technician, what is the first step in resolving a customer problem?
brainstorming with co-workers
searching vendor support sites
reviewing technical documentation
speaking directly with the customer
37
While servicing a computer, a technician notices that a document labeled “confidential” is open on the computer. What should the technician do?
Call another user to check the file.
Step away from the computer and ask the user to close the document.
Minimize the document and pretend not to notice it.
Report the situation to the manager responsible for the user.
Close the file without saving any changes to the file.
While servicing a computer, a technician notices that a document labeled “confidential” is open on the computer. What should the technician do?
Call another user to check the file.
Step away from the computer and ask the user to close the document.
Minimize the document and pretend not to notice it.
Report the situation to the manager responsible for the user.
Close the file without saving any changes to the file.
38
What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)
The computer case must be opened.
The problem description lacks specific details.
The customer contact information is inaccurate.
The make and model of computer are not recorded.
The problem cannot be resolved in less than ten minutes.
What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)
The computer case must be opened.
The problem description lacks specific details.
The customer contact information is inaccurate.
The make and model of computer are not recorded.
The problem cannot be resolved in less than ten minutes.
39
What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.)
being impatient
lacking sensitivity
sending chain letters
sending anonymous e-mails
closing a case before resolution
What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.)
being impatient
lacking sensitivity
sending chain letters
sending anonymous e-mails
closing a case before resolution
40
Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level-two technician.
Speak in plain terms.
Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level-two technician.
Speak in plain terms.
41
Which issue is an example of an exception to an SLA that should be escalated to a manager?
A customer wishes to change the details of the contact person on the SLA.
A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.
Which issue is an example of an exception to an SLA that should be escalated to a manager?
A customer wishes to change the details of the contact person on the SLA.
A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.
42
A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the property of the customer? (Choose two.)
customer e-mails
transcripts of the support call
hard copies of files on the customer desk
technical notes that are related to the support case
Internet searches that are related to the support case
A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the property of the customer? (Choose two.)
customer e-mails
transcripts of the support call
hard copies of files on the customer desk
technical notes that are related to the support case
Internet searches that are related to the support case
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