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CIT165 Ch 3
CIT165 Chapter 3 - Working with People
Question | Answer |
---|---|
A+ Certification | A certification awarded by CompTIA (The Computer Technology Industry Association) that measures a PC technician’s knowledge and skills. |
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. |
escalate | When a technician passes a customer’s problem to higher organizational levels because he or he cannot solve the problem. |
expert systems | Software that uses a database of known facts and rules to simulate a human expert’s reasoning and decision-making processes. |
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. |
ticket | The ticket is entered into the call-tracking system and stays open until the issue is resolved. |