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Chapter 2 A+

Operational Procedures

Which of the following would be most appropriate for the workplace? Khaki trousers and a polo shirt trump jeans and a T-shirt every time.
While manning the help desk, you get a call from a distraught user who says she has a blank screen. What would be a useful follow-up question? Go for the simple answer first. When faced with a blank screen, check to see if the computer and the monitor are turned on.
While manning the help desk, you get a call from Sharon in accounting. She's lost a file that she knows she saved to her hard drive. Which of the following statements would direct Sharon in the most efficient and professional manner to open her My Docume Walking customers through the path to a fix by using simple , nontechnical words is the best way to accomplish tasks over the phone.
At the very least, what tool should be in every technician's toolkit? Every tech's toolkit should have a Phillips-head screwdriver, at the very least.
When is it appropriate to yell at a user? Don't get angry or yell at clients.
When troubleshooting a software problem on Phoebe's computer and listening to her describe the problem, your beeper goes off. It's your boss. Which of the following is the most appropriate action for you to take? Focus on the customer and don't use her things.
You are at a customer's workstation to install several software and hardware updates, a process that will take a while and require several reboots of the computer. What should you do about the password to the user's account? In this circumstance, asking for a temporary password is the right answer. Make sure the user changes her password back before you leave the site.
Which of the following is a good practice after completing a troubleshooting call at someone's office? A simple follow up builds good will and trust. This is a very important step to take after completing a job.
Which tool helps you avoid accidental static discharge by keeping you at the same electrical potential as the computer on which you're working? An anti-static wrist wrap keeps you at the same electrical potential as the computer.
Which of the following helps prevent electromagnetic interference? Avoid putting magnets near computer gear to help prevent EMI.
Created by: rtibunsayiii