CIT165 Chapter 3 - Working with People
Help!
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| A+ Certification | A certification awarded by CompTIA (The Computer Technology Industry Association) that measures a PC technician’s knowledge and skills.
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| call tracking | A system that tracks the dates, times, and transactions of help-desk or on-site PC support calls, including the problem presented, the issues addressed, who did what, and when and how each call was resolved.
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| escalate | When a technician passes a customer’s problem to higher organizational levels because he or he cannot solve the problem.
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| expert systems | Software that uses a database of known facts and rules to simulate a human expert’s reasoning and decision-making processes.
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| technical documentation | The technical reference manuals, included with software packages and peripherals, that provide directions for installation, usage, and troubleshooting. The information extends beyond that given in user manuals.
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| ticket | The ticket is entered into the call-tracking system and stays open until the issue is resolved.
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Review the information in the table. When you are ready to quiz yourself you can hide individual columns or the entire table. Then you can click on the empty cells to reveal the answer. Try to recall what will be displayed before clicking the empty cell.
To hide a column, click on the column name.
To hide the entire table, click on the "Hide All" button.
You may also shuffle the rows of the table by clicking on the "Shuffle" button.
Or sort by any of the columns using the down arrow next to any column heading.
If you know all the data on any row, you can temporarily remove it by tapping the trash can to the right of the row.
To hide a column, click on the column name.
To hide the entire table, click on the "Hide All" button.
You may also shuffle the rows of the table by clicking on the "Shuffle" button.
Or sort by any of the columns using the down arrow next to any column heading.
If you know all the data on any row, you can temporarily remove it by tapping the trash can to the right of the row.
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