cisco exam
DESCRIPTION
hope it can helpTRANSCRIPT
-
Computer Information System Company
Page | 1
Questions and Answers for Cisco
1.Which two file systems are available for selection during installation of Windows XP? (Choose two.)
FAT16
FAT32
HPFS
NTFS
CDFS
2. A technician is having trouble with laptops that keep overheating. What preventive maintenance procedure can be performed on the laptops to reduce this problem?
Regularly replace the laptop battery.
Encourage users to run the laptop from the battery more often.
Encourage users to run the laptop from the AC adapter more often.
Remove and clean the CPU.
Clean the air vents.
Replace the fan.
3. A technician wants to create a new partition on a new additional hard drive. Which tool should be used?
Scandisk
Disk Management
Chkdsk
Defrag
Device Manager
4. ABC Inc. decided to integrate redundancy by connecting multiple hard disks to duplicate the information they store. Which type of adapter will need to be installed on the servers to accomplish the desired redundancy?
NIC
Wireless NIC
USB gateway
RAID adapter
multiple slave hard disk adapter
5. Where in Windows XP can the shutdown, hibernate, and standby modes be configured? Start > Control Panel > Power Options
Start > Control Panel > Administrative Tools Start > Control Panel > Power Modes Start > Control Panel > System
-
Computer Information System Company
Page | 2
6. When installing the Windows XP operating system, a technician is given a choice of file systems to use. If security is a requirement, which file system should be chosen?
FAT32
HPFS
NFS
NTFS
7. A company uses a single computer to receive and test all Windows updates. When the most recent update was installed, several programs failed. What is the first course of action that a technician should attempt to remove the update?
Run a System Restore from the last restore point.
Use the Add or Remove Hardware applet in the Control Panel to remove the update.
Restore the hard drive from the last system backup.
Use the Recovery Console to restore the operating system.
8. Which three things should be investigated first when troubleshooting a printer? (Choose three.)
equipment power
corrupt print driver
low-ink warning
out of paper
operating system compatibility
firmware version
9. What is the purpose of an IRQ?
Perform input/output between the CPU and peripherals.
Establish peer-to-peer communication between devices and software.
Request information from the CPU.
Access the computer RAM for reading and writing.
10. What is the default subnet mask for a Class A network?
0.0.0.255
0.0.255.255
0.255.255.255
255.0.0.0
255.255.0.0
255.255.255.0
-
Computer Information System Company
Page | 3
11. What is the logical topology used for the Ethernet architecture?
bus
double ring
extended star
ring
star
12. A network administrator is troubleshooting a server that keeps crashing. While monitoring traffic to the server, the administrator notices repeated, larger than normal pings to the server. What is the name of this type of attack?
multi-ping attack
phishing
ping bomb
ping of death
spoofing
zombie attack
13. A user has been writing data to a USB flash memory drive. What should the user do before removing the device?
Shut down the computer.
Click on the Safely Remove Hardware icon in the system tray then on the device.
Right-click on the drive in My Computer, then click on Remove Drive .
Remove the power to the drive.
14. Why do mobile devices such as laptop computers use specially designed CPUs?
They consume less power.
They are smaller.
They are lighter.
They require customized cooling mechanisms.
-
Computer Information System Company
Page | 4
15. Which two memory types are installed using Dual Inline Memory Module (DIMM) slots? (Choose two.)
cache memory
DDR SDRAM
FPM DRAM
SDRAM
SRAM
16. What is the purpose of using thermal compound when installing a CPU, a heat sink, and a fan assembly on a motherboard?
to insulate the CPU from the heat sink
to attach the heat sink firmly to the CPU
to conduct heat that is generated by the CPU to the heat sink
to ensure an electrical connection between the CPU and heat sink
17. What approach should a technician take when receiving a call from a stressed customer?
Ask the customer to telephone back when the customer is feeling less stressed.
Ask the customer to hold, and then wait five minutes for the customer to calm down.
Try to establish a rapport with the customer.
Transfer the customer to a level-two technician who will ask the customer to explain the problem again.
18. What approach should a technician take when receiving a call from a stressed customer?
Ask the customer to telephone back when the customer is feeling less stressed.
Ask the customer to hold, and then wait five minutes for the customer to calm down.
Try to establish a rapport with the customer.
Transfer the customer to a level-two technician who will ask the customer to explain the problem again
19. A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?
The technician interrupted a number of times to ask questions.
The technician occasionally confirmed an understanding of the problem.
The customer was escalated to a level-two technician.
The technician ended the call without saying "Have a nice day".
-
Computer Information System Company
Page | 5
20. A customer needs to purchase a new power supply for a computer. What must be considered when selecting an appropriate power supply?
The power supply converts DC to AC.
The power supply has sufficient wattage to support all components inside the computer.
The power supply provides at least 800 V.
The power supply must have both a P-8 and P-9 connector.
21. A technician needs to purchase a new video adapter for a computer. Which factors should be considered when selecting the adapter?
type of hard drive installed
amount of memory installed
expansion slot type
case form factor
22. What do the terms refresh rate, interlace, and aspect ratio explain?
hard drive efficiency
audio signal
scanner output
image properties of a monitor
23. A workstation is experiencing an error that is caused by suspected dirty RAM contacts. Which two materials should be used to clean the RAM module? (Choose two.)
cotton cloth
distilled water
home vacuum cleaner
isopropyl alcohol
lint-free swab
mild cleaning solution
24. Which key or key sequence pressed during the boot process will allow a user to restart a Windows PC using the last known good configuration?
F1
F8
F12
Alt-Z
Windows key
-
Computer Information System Company
Page | 6
25. Once a technician understands a customer complaint, it is common to ask close-ended questions. Which question is a close-ended one?
What happened before the error occurred?
Is this the first time the error occurred?
What happened after the error occurred?
What error messages were displayed when the error occurred?
26. Which power management method offers the most power management features?
ACPI
AMP
APM
UPS
WPM
27. A user reports that a printer is printing unknown characters on documents. What is a possible solution to this issue?
Replace the toner or ink cartridge.
Uninstall and reinstall the printer driver.
Replace the paper with some from a new ream.
Delete the print job from the queue and print again
28. A printer has a paper jam. An impatient user has sent multiple print jobs of the same document to this printer. What can be done to remove these print jobs?
Cancel the jobs in the printer queue.
Select landscape or portrait image layout.
Set the printed image to colors or to grayscale.
Adjust the settings to match the colors on the screen to the colors on the printed sheet.
29. Which are three steps in the laser printing process? (Choose three.)
fusing
writing
skewing
spraying
transferring
sublimating
-
Computer Information System Company
Page | 7
30. Which port is used only for input?
PS/2
component
speaker
DVI
parallel
31. Employees in the financial department have reported that an unknown technician has been asking questions about the network. Which type of attack might the employees be observing?
phishing
social engineering
spoofing
spamming
32. When installing a service pack or security patches on an operating system, what should be done to protect the system in the event of a faulty or aborted installation?
Create a restore point.
Check the updates for the latest ones.
Disable Automatic Updates to prevent interference with the current operation.
Test all aspects to ensure that the update is correct for the operating system
33. A newly purchased scanner is not functioning as efficiently as expected. Which step should a technician take to improve performance?
Download drivers and utilities from a user forum on the Internet.
Download drivers and utilities from the manufacturer web site.
Reinstall the software that came with the scanner.
Buy a different scanner.
34. A network administrator has finished migrating from a peer-to-peer network to a new client-server network configuration. What are two advantages of the new configuration? (Choose two.)
The total cost of the new solution is considerably lower.
Data is more secure in the event of hardware failures.
Individual users are in control of their own computers and network resources.
Data resources and access are centrally controlled.
Personnel costs are lower because a dedicated network administrator is no longer necessary
-
Computer Information System Company
Page | 8
35. What must be done before a technician cleans a very dirty LCD screen on a laptop?
Place the laptop in standby mode.
Remove the screen from the laptop.
Remove the battery.
Enable the autoclean setting in the BIOS
36. A technician has been asked to find how a hacker keeps breaking in to a computer. Which security precaution was most likely missed when the operating system was first installed?
A user account was not created.
The hard drive was not formatted with NTFS.
The OS product key was not entered.
A password was not assigned to the default administrator account.
37. Which steps lead to the window where the performance settings can be changed on a Windows XP computer that is using the classic view display?
Choose Start > Control Panel > System > Advanced > Performance area. Choose the Settings button.
Choose Start > Control Panel > System > Hardware > Device Manager > View > Resources by type
Choose Start > Control Panel > Administrative Tools > Performance area >VMem
Choose Start > All Programs > Accessories > System Tools > System Restore
38. A technician is asked to set up one hard drive that will support two operating systems and will store data files in three separate drive locations. Which partition settings will support these requirements?
1 primary, 3 active, 1 extended, 2 logical
2 logical, 2 active, 3 extended
2 primary, 1 active, 1 extended, 3 logical
3 primary, 1 active, 2 extended
39. A student enables file sharing on a laptop so that a friend can access music files. Which type of service is being configured?
FTP
peer-to-peer
Telnet
DHCP
DNS
-
Computer Information System Company
Page | 9
40. A small business has used a high quality configurable flatbed scanner to scan a number of photographs to print as large posters. However, the quality of the images printed as posters is poor. What should the user do?
Replace the flatbed scanner with an all-in-one device.
Use OCR software when scanning the photographs.
Save the scanned file in JPEG not TIFF format.
Increase the resolution of the scanner
41. Which network protocol is used to automatically assign an IP address to a computer on a network?
FTP
DHCP
ICMP
SMTP
APIPA
42. Which network protocol is used to automatically assign an IP address to a computer on a network?
FTP
DHCP
ICMP
SMTP
APIPA
43. What are the four layers in the TCP/IP reference model?
HTTP, TCP, IP, Ethernet
TCP, IP, Ethernet, IEEE
application, transport, internet, network access
application, presentation, session, transport
physical, data link, network, transport
-
Computer Information System Company
Page | 10
44. Refer to the exhibit. A Cisco Networking Academy instructor is trying to print a flash graphic from the curriculum. The print job has gone into the print queue as shown. Based on the output, what should be the next step in solving this problem?
Check the printer for status messages.
Restart the computer.
Upgrade the printer driver.
Reinstall the printer driver.
Check the printer cabling and power.
45. A technician is troubleshooting a problem where the user claims that access to the Internet is not working, but that there was access to the Internet the day before. Upon investigation, the technician determines that the user cannot access the network printer in the office either. The network printer is on the same network as the computer. The computer has 169.254.100.88 assigned as an IP address. What is the most likely problem?
The IP address needs to be renewed.
The default gateway on the computer is incorrect.
The network interface card driver needs to be updated.
The router that connects this network to other networks is down.
46. A technician is to document the current configurations of all network devices in a college, including those in off-site buildings. Which protocol would be best to use to securely access the network devices?
FTP
HTTP
SSH
Telnet
47. A customer reports poor telephone communications when using a copper telephone line that also has a DSL service. What is the most likely cause of the problem?
The DSL modem is incorrectly configured.
The DSL filter is faulty or not connected.
The HSDPA (High Speed Data Packet Access) is interfering with the telephone operation.
The telephone does not comply with the IEEE 802.15.1 standard.
-
Computer Information System Company
Page | 11
48. What is the purpose of Windows Vista 64-bit Kernel Patch Protection?
It prevents third party drivers from modifying the operating system kernel.
It permits the 64-bit operating system to patch the operating system at a much higher rate.
It prevents the use of additional operating system kernels from being added to Vista.
It allows the use of unsigned drivers to be used within the 64-bit Vista operating system.
It prevents the use of 32-bit drivers with the 64-bit Visa operating system.
49. Which two file systems are available for selection during installation of Windows XP? (Choose two.)
FAT16
FAT32
HPFS
NTFS
CDFS
50. Which three customizable properties are available when right-clicking the Windows XP My Computer desktop icon and selecting Properties? (Choose three.)
virtual memory settings
automatic updates settings
hard drive properties
computer name
display properties
startup properties
-
Computer Information System Company
Page | 12
1, A computer user buys a low priced replacement monitor but finds that there is a lot of flicker.
The flicker makes the monitor unusable. Which characteristic of a monitor needs to be considered
to ensure flicker-free viewing?
#refresh rate
2, When analyzing a protocol used on the network, it is discovered that multicast messages are
being sent to network devices. Which class of IP addressing is being used to send these messages?
#Class D
3, A technician notices that a data floppy disk is in the floppy disk drive of a computer when it is
powered on. Which error message could this potentially cause?
#invalid system disk
4, What characterizes spoofing?
#making data appears to come from a source other than the actual source.
5, When a Windows XP computer has completed the POST for each adapter card that has a BIOS,
what is the next step during the boot sequence?
#BIOS reads the MBR.
6, When calculating the total cost of ownership of a printer it is necessary to consider the cost of
the consumables. Which two consumables are associated with an inkjet printer? (Choose two.)
#ink cartridge
#paper
7, Which protocol adds security to remote connections?
#SSH
8, What is the purpose of an IRQ?
#Request information from the CPU.
9, A wireless LAN is being deployed inside the new park ranger, one room office that is located at
the highest part of the national park. When the testing was completed, the technicians reported
that occasionally, the wireless LAN signal is affected by some type of interference. What are two
possible causes of the signal distortion? (Choose two.)
#the number of wireless devices that are used in the wireless LAN
#the large number of trees that surround the office
-
Computer Information System Company
Page | 13
10, When installing a service pack or security patches on an operating system, what should be
done to protect the system in the event of a faulty or aborted installation?
#Create a restore point.
11, A technician is asked to wire a network that supports CSMA/CD. Which architecture and
physical topology should the technician use for supporting this access control method?
#Ethernet and Star
12, What is the best way to fully ensure that data is unable to be recovered from a hard drive?
#shattering the hard drive platters with a hammer
13, A technician is asked to configure the time the system must be idle before the hard disk spins
down on all the Windows-based laptops in the company. The technician configured the power
options in Windows but it appears to have no effect. Where should the technician look to enable
power management?
# BIOS
14, A printer has a paper jam. An impatient user has sent multiple print jobs of the same
document to this printer. What can be done to remove these print jobs?
#Cancel the jobs in the printer queue.
15, ABC Inc. decided to integrate redundancy by connecting multiple hard disks to duplicate the
information they store. Which type of adapter will need to be installed on the servers to
accomplish the desired redundancy?
#RAID adapter
16, A call center technician has asked a customer to perform a simple operation to fix a problem
on a computer. The customer seems unable to perform the task. What should the technician do?
#Determine whether the customer would prefer to receive the instructions in another form, such
as e-mailed, illustrated written instructions.
17, Which two technologies enable printers to be accessed by multiple network users? (Choose
two.)
#Wi-Fi
#Ethernet
18, A user reports that a printer is printing unknown characters on documents. What is a possible
solution to this issue?
#Uninstall and reinstall the printer driver.
-
Computer Information System Company
Page | 14
19, Which network device uses a MAC address table to segment the network?
#router
20, A technician needs to configure the hard drive on a computer so that there appears to be one
drive for the operating system and four drives for data from different applications. How can the
hard drive be configured to provide this perception?
#Create one primary partition and one logical partition with four logical drives within it.
21, A supervisor received a complaint that one of the technicians was rude and disrespectful.
Which action by the technician most likely caused the customer to complain?
#The technician interrupted a number of times to ask questions.
22, A technician is troubleshooting a user complaint that a printer is not printing a report. Which
step is one of the first that the technician should take?
#Check the Device Manager on the user computer for hardware problems.
23, Which Registry file contains information about all software that is installed on a Windows XP
computer?
#HKEY_LOCAL_MACHINE
24, A hacker is detected using commonly available wireless hacking tools to access encrypted
wireless network communication. Which resolution would prevent this action?
#Change the SSID that is being used on the wireless network.
25, Which two general precautions should be taken before replacing any non-hot-swappable
laptop component? (Choose two.)
#Disconnect the power cord.
#Remove any batteries.
26, Which power mode should be used by a laptop so that all the data is saved, all the applications
the user was working on are left open, and there is no power used by the laptop?
#Hibernate
27, What is the purpose of SCSI and RAID adapters?
#to connect storage devices such as hard disk drives to a PC
28, Which network protocol is used to automatically assign an IP address to a computer on a
network?
#DHCP
-
Computer Information System Company
Page | 15
29, A customer used the convert.exe utility to take advantage of NTFS security features. The
customer later discovered that the application on the computer can only read FAT32 files. After
the hard drive was formatted back to FAT32, the customer noticed all of the data files are missing.
What should the customer do next?
#Restore the data files that were backed up in preparation for the conversion.
30, Which two components normally require a laptop to be powered down and the battery
removed before removing the components? (Choose two.)
#internal hard drive
#RAM
31, A customer reports that after using a computer for over a year, the computer now takes more
time to access the files. Which management tool can be used first, before any other complex
procedure?
#defrag
32, A customer needs to purchase a new power supply for a computer. What must be considered
when selecting an appropriate power supply?
#The power supply has sufficient wattage to support all components inside the computer.
33, What is a benefit of using the USB or FireWire ports to connect peripherals to a laptop?
#The peripherals can be plugged in and out without turning the laptop off.
34, A small business has used a high quality configurable flatbed scanner to scan a number of
photographs to print as large posters. However, the quality of the images printed as posters is
poor. What should the user do?
#Increase the resolution of the scanner.
35, A user has been writing data to a USB flash memory drive. What should the user do before
removing the device?
#Click on the Safely Remove Hardware icon in the system tray then on the device.
36, A technician installed a network adapter in a computer and wants to test network
connectivity. The ping command can only receive a response from local workstations. What could
be causing the problem?
#The default gateway is not set.
-
Computer Information System Company
Page | 16
37, A technician is explaining the differences between inkjet printers and laser printers to a
customer. Which two comparisons should the technician make? (Choose two.)
#Inkjet printers are less expensive than laser printers.
#The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the
paper after printing.
38, A network administrator is troubleshooting a server that keeps crashing. While monitoring
traffic to the server, the administrator notices repeated, larger than normal pings to the server.
What is the name of this type of attack?
#ping of death
39, A technician wants to create a new partition on a new additional hard drive. Which tool should
be used?
#Disk Management
40, Which two quick solutions are commonly recommended when a technician is troubleshooting
a laptop? (Choose two.)
#Reboot the laptop.
#Disconnect the peripherals.
41, A company uses a single computer to receive and test all Windows updates. When the most
recent update was installed, several programs failed. What is the first course of action that a
technician should attempt to remove the update?
#Run a System Restore from the last restore point.
42, A mobile training room uses a generator to power the PCs, servers, and printers. The company
that runs the room upgraded the equipment but then found that when all the devices are
powered up they become unreliable, with some PCs shutting down. What may cause this power
problem?
#The power consumption of all devices is too much for the electrical circuit that is provided.
43, When installing the Windows XP operating system, a technician is given a choice of file
systems to use. If security is a requirement, which file system should be chosen?
#NTFS
-
Computer Information System Company
Page | 17
44, A technician has replaced a failing floppy drive. While testing the new drive, the technician
notices that the floppy drive light remains lit constantly. What is most likely the cause of the
problem?
#The ribbon cable is installed incorrectly.
45, Which two types of connectors can be found on DVI cables? (Choose two.)
46, Which Windows tool should be run before upgrading the operating system?
#Ntbackup
47, The technician has been asked to upgrade the printer driver for an old printer. What is the best
source for a new driver?
#manufacturer's website
48, Where can a user change the idle time after which a laptop will switch to standby mode?
#Left-click Start > Control Panel > Power Options, then click the Power Schemes tab.
49, A home computer owner has a PC system that runs Windows XP. For security reasons the
owner has been using a limited local user account for a number of years. The owner wishes to
install a new piece of software, but the user account does not have the necessary permissions.
Which type of account does the owner need to use to install the new software?
#administrator
50, A student enables file sharing on a laptop so that a friend can access music files. Which type of
service is being configured?
#peer-to-peer
51, What do the terms refresh rate, interlace, and aspect ratio explain?
#image properties of a monitor
52, A technician wishes to boot a computer using a CD-ROM that contains a limited operating
system and diagnostic utilities. Where would the technician set the boot order for the PC?
#BIOS
-
Computer Information System Company
Page | 18
FormB-1a
1). 6.2.1 Describe the components found on the outside of the laptop
Refer to the exhibit. Which two port types are shown in the graphic? (Choose two.)
modem
network
parallel
serial
USB
2). 6.3.4 Compare and contrast desktop and laptop expansion capabilities
Which two interface types make it possible to attach different external components to laptops
and desktops without powering the computer off? (Choose two.)
ExpressCard
FireWire
ISA
PCI
PCMCIA
USB
3). 6.4.1 Describe how to configure power settings
Where in Windows XP can the shutdown, hibernate, and standby modes be configured?
Start > Control Panel > Power Options
Start > Control Panel > Administrative Tools
Start > Control Panel > Power Modes
Start > Control Panel > System
-
Computer Information System Company
Page | 19
4). 6.4.2 Describe the safe installation and removal of laptop components
Which power mode (way) should be used by a laptop so that all the data is saved, all the applications the user was working on are left open, and there is no power used by the laptop?
Hibernate
Suspend
Left on with no power mode
Soft shutdown
5). 6.6.2 Identify optimal operating environments
A technician is having trouble with laptops that keep overheating. What preventive maintenance
procedure can be performed on the laptops to reduce this problem?
Regularly replace the laptop battery.
Encourage users to run the laptop from the battery more often.
Encourage users to run the laptop from the AC adapter more often.
Remove and clean the CPU.
Clean the air vents .
Replace the fan.
6). 9.2.7 Explain TCP/IP attacks
What characterizes spoofing?
Making data appear to come from a source other than the actual source.
Sending abnormally large amounts of data to a remote server to prevent user access to the
server services.
Intercepting or inserting false information in traffic between two hosts.
Sending bulk e-mail to individuals, lists, or domains intending to prevent users from
accessing e-mail.
-
Computer Information System Company
Page | 20
7). 2.2.2 Identify software tools and their purpose
A technician wants to create a new partition on a new additional hard drive. Which tool should
be used?
Scandisk
Disk Management
Chkdsk
Defrag
Device Manager
8). 1.4.5 Identify the names, purposes, and characteristics of adapter cards
ABC Inc. decided to integrate redundancy by connecting multiple hard disks to duplicate the
information they store. Which type of adapter will need to be installed on the servers to
accomplish the desired redundancy?
NIC
Wireless NIC
USB gateway
RAID adapter
multiple slave hard disk adapter
9). 5.5.3 Explore administrative tools
A technician has installed a new sound card in a PC but it is not operating correctly. Where
should the technician look to investigate driver problems?
Computer Management
Device Manager
My Computer
System Tools
-
Computer Information System Company
Page | 21
10). 5.5.5 Describe upgrading an operating system
Which Windows tool should be run before upgrading the operating system?
Convert
Fdisk
Msconfig
Ntbackup
11). 5.4.2 Prepare hard drive
When installing the Windows XP operating system, a technician is given a choice of file
systems to use. If security is a requirement, which file system should be chosen?
FAT32
HPFS
NFS
NTFS
12). 5.6.2 Schedule a task
A company uses a single computer to receive and test all Windows updates. When the most
recent update was installed, several programs failed. What is the first course of action that a
technician should attempt to remove the update?
Run a System Restore from the last restore point.
Use the Add or Remove Hardware applet in the Control Panel to remove the update.
Restore the hard drive from the last system backup.
Use the Recovery Console to restore the operating system.
13). 8.9.2 Attach computer to existing network
A computer can access devices on the same network but can not access devices on other
networks. What is the probable cause of this problem?
The cable is not connected properly to the NIC.
The computer has an invalid IP address.
The computer has an incorrect subnet mask.
The computer has an invalid default gateway address.
-
Computer Information System Company
Page | 22
14). 7.2.3 Describe how to install and update the device driver, firmware, and RAM
The technician has been asked to upgrade the printer driver for an old printer. What is the best
source for a new driver?
manufacturer's website
Microsoft Update website
printer installation disk
Windows Device Manager
Windows hardware profiles
15). 3.9.2 Describe BIOS setup
A technician wishes to boot a computer using a CD-ROM that contains a limited operating
system and diagnostic utilities. Where would the technician set the boot order for the PC?
My Computer
Control Panel
Device Manager
BIOS
Start Menu
16). 3.7.2 Connect the data cables
A technician has replaced a failing floppy drive. While testing the new drive, the technician
notices that the floppy drive light remains lit constantly. What is most likely the cause of the
problem?
The new floppy drive is faulty.
The ribbon cable is installed incorrectly.
The jumper settings are set incorrectly for the floppy drive.
The floppy drive has been disabled in the BIOS.
-
Computer Information System Company
Page | 23
17). 10.2.3 Focus the customer on the problem during the call
A customer is upset and wants to speak to a specific technician to resolve a problem
immediately. The requested technician is away from the office for the next hour. What is the
best way to handle this call?
Refer the angry customer to a supervisor.
Advise the customer that the requested technician is out of the office and insist on trying to
resolve the problem.
Make an offer to help the customer immediately, and advise the customer that otherwise the
requested technician will call the customer back within two hours.
Ignore the request for the specific technician by walking through a step-by-step process
with the customer in an attempt to refocus the customer and solve the problem.
18). 8.3.3 Define DHCP
Which protocol dynamically assigns IP addresses to network devices?
DHCP
DNS
ICMP
RARP
TCP
19). 1.5 Identify the names, purposes, and characteristics of ports and cables
Which type of cable standard uses a 9-pin connector and supports data rates in excess of 800
Mbps?
DB-9
DB-25
IEEE 1284
IEEE 1394a
IEEE 1394b
-
Computer Information System Company
Page | 24
20). 1.8 Explain system resources and their purposes
What is the purpose of an IRQ?
Perform input/output between the CPU and peripherals.
Establish peer-to-peer communication between devices and software.
Request information from the CPU.
Access the computer RAM for reading and writing.
21). 5.4.7 Identify the boot sequence files and Registry files
When a Windows XP computer has completed the POST for each adapter card that has a BIOS,
what is the next step during the boot sequence?
BIOS reads the MBR.
NTDETECT.COM is used to detect any installed hardware.
NTDLR reads the registry files.
The WINLOGON.EXE program is started.
22). 8.1.2 Explain the benefits of networking
Which three benefits are gained by networking computers? (Choose three.)
decreased need of personal training
fewer s needed
decreased computer-to-user ratio
lower cost licensing
increased user specialization
increased communication capabilities
23). 8.3.4 Describe Internet protocols and applications
Which protocol adds security to remote connections?
FTP
HTTP
NetBEUI
POP
SSH
-
Computer Information System Company
Page | 25
24). 8.4.1 Identify names, purposes, and characteristics of network devices
Which network device uses a MAC address table to segment the network?
concentrator
hub
PBX
router
switch
25). 9.2.4 Explain Denial of Service
A network administrator is troubleshooting a server that keeps crashing. While monitoring
traffic to the server, the administrator notices repeated, larger than normal pings to the server.
What is the name of this type of attack?
multi-ping attack
phishing
ping bomb
ping of death
spoofing
zombie attack
26). 6.4.2 Describe the safe installation and removal of laptop components
A user has been writing data to a USB flash memory drive. What should the user do before
removing the device?
Shut down the computer.
Click on the Safely Remove Hardware icon in the system tray then on the device.
Right-click on the drive in My Computer, then click on Remove Drive .
Remove the power to the drive.
-
Computer Information System Company
Page | 26
28). 7.1.1 Describe characteristics and capabilities of printers
When calculating the total cost of ownership of a printer it is necessary to consider the cost of
the consumables. Which two consumables are associated with an inkjet printer? (Choose two.)
drum
ink cartridge
ink ribbon
paper
toner
29). 3.3.1 Install a CPU and a heat sink/fan assembly
What are three important considerations when installing a CPU on a motherboard? (Choose
three.)
Antistatic precautions are taken.
The CPU is correctly aligned and placed in the socket.
The CPU contacts are first cleaned with isopropyl alcohol.
The CPU heat sink and fan assembly are correctly installed.
The CMOS EPROM battery is removed prior to installing the CPU.
Maximum insertion force is applied to the load lever so the CPU is locked in place.
30). 10.2.1 Determine the computer problem of the customer
A supervisor received a complaint that one of the technicians was rude and disrespectful. Which
action by the technician most likely caused the customer to complain?
The technician interrupted a number of times to ask questions.
The technician occasionally confirmed an understanding of the problem.
The customer was escalated to a level-two technician.
The technician ended the call without saying "Have a nice day".
-
Computer Information System Company
Page | 27
31). 1.3.2 Describe power supplies
A customer needs to purchase a new power supply for a computer. What must be considered
when selecting an appropriate power supply?
The power supply converts DC to AC.
The power supply has sufficient wattage to support all components inside the computer.
The power supply provides at least 800 V.
The power supply must have both a P-8 and P-9 connector.
32). 1.4.2 Identify the names, purposes, and characteristics of CPUs
Which motherboard feature controls the amount of data that a CPU transfers at one time?
pin grid array
front side bus
MMX instructions
read-only memory
33). 1.4.5 Identify the names, purposes, and characteristics of adapter cards
A technician needs to purchase a new video adapter for a computer. Which factors should be
considered when selecting the adapter?
type of hard drive installed
amount of memory installed
expansion slot type
case form factor
-
Computer Information System Company
Page | 28
34). 2.2.2 Identify software tools and their purpose
A technician needs to free some hard disk space in a computer. Which management tool can
help find files that can be safely deleted?
chkdsk
defrag
disk cleanup
disk management
fdisk
scandisk
35). 2.3.1 Demonstrate proper use of an antistatic wrist strap
What is the purpose of wearing an antistatic wrist strap?
to reduce the electrical charge to a harmless level in a monitor
to protect the user from any harmful electrical discharge
to equalize the electrical charge between the user and the equipment
to monitor the electrical charge that is generated between the user and the equipment
36). 10.2.2 Display professional behavior with the customer
A call center technician is on a call with a customer when a colleague indicates that there is
something to discuss. What should the technician do?
Interrupt the customer and ask whether the customer would mind going on hold for a few
minutes.
Tell the customer that the call will be put on hold for a few minutes.
Signal to the colleague to wait.
Mute the line to the customer while discussing the issue with the colleague.
-
Computer Information System Company
Page | 29
37). 6.3.4 Compare and contrast desktop and laptop expansion capabilities
Which two ports on a laptop allow connection or removal of external devices, such as hard
drives or printers, without powering off the computer? (Choose two.)
DVI
FireWire
serial
USB
VGA
38). 7.6.2 Identify common problems and solutions
A printer has a paper jam. An impatient user has sent multiple print jobs of the same document
to this printer. What can be done to remove these print jobs?
Cancel the jobs in the printer queue.
Select landscape or portrait image layout.
Set the printed image to colors or to grayscale.
Adjust the settings to match the colors on the screen to the colors on the printed sheet.
39). 7.1.4 Describe impact printers
A tire store needs to print customer invoices using carbon copy paper so that both the store and
the customer have a copy. What is the best printer solution?
dye-sublimation printer
inkjet printer
thermal printer
impact printer
-
Computer Information System Company
Page | 30
40). 7.1.3 Describe laser printers
Which are three steps in the laser printing process? (Choose three.)
fusing
writing
skewing
spraying
transferring
sublimating
41). 6.4.1 Describe how to configure power settings
A home computer user is trying to customize the power management on a computer using
Windows XP. However, the custom configuration is unsuccessful. What task must be
completed to enable power management to be configured?
ACPI power management must be enabled in the BIOS using Administrative Tools in the
Windows Control Panel.
APM power management mode must be configured in the BIOS before ACPI can be used
to enable power management.
APM power management mode must be configured in the BIOS so that Windows XP can
be used to enable power management.
ACPI power management mode must be enabled in the BIOS before Windows XP can be
used to configure power management.
42). 9.2.3 Define adware, spyware, and grayware
An employee is receiving e-mail from unknown banks asking for username and password
information. Which type of security attack is the employee experiencing?
adware
phishing
Trojan horse
virus
worm
-
Computer Information System Company
Page | 31
43). 9.4.2 Explain how to install operating system service packs and security patches
When installing a service pack or security patches on an operating system, what should be done
to protect the system in the event of a faulty or aborted installation?
Create a restore point.
Check the updates for the latest ones.
Disable Automatic Updates to prevent interference with the current operation.
Test all aspects to ensure that the update is correct for the operating system.
44). 5.6.2 Schedule a task
A user believes that a data file on a Windows XP computer has been corrupted. Which utility
can provide the best information about the data file?
Defrag
CHKDSK
MSCONFIG
REGEDIT.EXE
45). 5.4.1 Identify hard drive setup procedures
A technician is asked to set up one hard drive that will support two operating systems and will
store data files in three separate drive locations. Which partition settings will support these
requirements?
1 primary, 3 active, 1 extended, 2 logical
2 logical, 2 active, 3 extended
2 primary, 1 active, 1 extended, 3 logical
3 primary, 1 active, 2 extended
-
Computer Information System Company
Page | 32
46). 8.2.4 Explain peer-to-peer networks
A student enables file sharing on a laptop so that a friend can access music files. Which type of
service is being configured?
FTP
peer-to-peer
Telnet
DHCP
DNS
47) .5.5.4 Install, navigate, and uninstall an application
All default Windows XP tools and utilities are installed on a computer. The technician
discovered that a few other Windows components are still needed. Which procedure can
accomplish this task?
Press Ctrl-Alt-Del. Choose Task Manager > Performance > Add/Remove Windows
Components
Open the Windows XP CD. Locate the Windows Components folder. Right click on
Component. Choose Install.
Right click on the Desk Top. Choose Properties > Settings > Add/Remove Windows
Components
Choose Start > Control Panel > Add Remove Programs > Add/Remove Windows
Components
48). 7.3.1 Describe scanner types, resolution, and interfaces
A small business has used a high quality configurable flatbed scanner to scan a number of
photographs to print as large posters. However, the quality of the images printed as posters is
poor. What should the user do?
Replace the flatbed scanner with an all-in-one device.
Use OCR software when scanning the photographs.
Save the scanned file in JPEG not TIFF format.
Increase the resolution of the scanner.
-
Computer Information System Company
Page | 33
49). 5.4.4 Create accounts
A home computer owner has a PC system that runs Windows XP. For security reasons the
owner has been using a limited local user account for a number of years. The owner wishes to
install a new piece of software, but the user account does not have the necessary permissions.
Which type of account does the owner need to use to install the new software?
server
administrator
root
unlimited
50). 7.1.3 Describe laser printers
A technician is explaining the differences between inkjet printers and laser printers to a
customer. Which two comparisons should the technician make? (Choose two.)
Inkjet printers are less expensive than laser printers.
A laser printer is significantly slower than an inkjet printer.
Both laser and inkjet printers produce poor quality images.
The laser printer output is dry after printing, but an inkjet printer may still have wet ink on
the paper after printing.
Inkjet printers use plain paper to make economical prints, but laser printers require more
expensive thermal paper.