ITN 106 QUESTIONS AND SOLUTIONS
GRADED A
Larry wants to upgrade to Windows 10. He will use his computer both at home and
at work and will need to connect to his company's Wi-Fi network to share files
over the network. Which version of Windows 10 would you recommend to Larry?
Windows 10 Home
Windows 10 Enterprise
Windows 10 Education
Windows 10 Pro - answer-✔Windows 10 Home
What version of Windows 8.1 does not have the ability to lock the hard drive so
that it is unusable if removed from a laptop?
Windows 8.1 Enterprise
Window 8.1 Core
Windows 8.1 Pro
Windows 8.1 Basic - answer-✔Window 8.1 Core
In Windows 10, you can find this user-friendly interface to access numerous
Windows settings
What is the name of this user-friendly interface?
Settings app
,Administrative Tools
Control Panel
Computer Management console - answer-✔Settings app
Wanda wants to find some basic information about her computer, for example,
what operating system and how much RAM are installed on her computer. Where
can Wanda find this information quickly in Windows 10?
System window
Windows Information
UEFI/BIOS System information
System Information applet - answer-✔System window
When working with customers, you should always try to keep a positive attitude.
Why is it important to maintain a positive attitude when working with customers?
Shows that you have the knowledge needed to fix the problem.
Helps you to be more reliable.
Helps the customer feel confident you can fix the problem.
Helps to establish a good customer relationship. - answer-✔Helps to establish a
good customer relationship.
Henry is sent to work with a customer at the company's satellite branch in another
town. During his visit, he notices that most of the computer users are not following
the corporate guidelines on password safety and are looking at their personal
emails, which is not allowed for security reasons.
,Ignore the security problems.
Train the employees on why these issues are security concerns.
Confront the employees about the issue.
Wait until he returns to his office and inform his supervisor. - answer-✔Train the
employees on why these issues are security concerns.
Derek is working at the help desk when he receives a call from a client about an
issue with the company's email. The customer is very upset about the email issue.
He is complaining about the email service and the IT department in general.
What should Derek do to defuse the situation?
Hang up the phone.
Call the supervisor and ask for help with the customer.
Let the customer vent and then restart the conversation.
Defend the IT department. - answer-✔Let the customer vent and then restart the
conversation.
During your service call at the residence of a customer, you discover you will need
a part that you don't currently have.
What should you do in this case?
Explain the situation and give the customer options on how to order the part and
when you will return to complete the repair.
Tell the customer you need the part, do research on the part, and schedule a time to
come back and fix the computer.
Tell the customer to purchase the part and call when she receives it.
, Leave and get the part and come back. - answer-✔Explain the situation and give
the customer options on how to order the part and when you will return to
complete the repair.
Which of the following is not considered good customer service? (Select all that
apply.)
Disclose the experience on social media.
Meet expectations.
Be on time.
Meet timelines, and if not possible, explain why.
Follow up with the customer.
Avoid distractions. - answer-✔Disclose the experience on social media.
John recently upgraded from Windows 8.1 to Windows 10, after the upgrade is
complete, on the right-hand side of his desktop there is a new area that contains a
way to toggle several Windows features on and off, access the Settings app, and
view notifications.]\
What is this area called in Windows 10?
Control Panel
Task View
Action Center
Cortana - answer-✔Action Center
Manuel is working on a project in Visual Studio. He wants to keep this program
showing on the entire desktop, but he also needs to have several other applications
open so that he can research the project.
GRADED A
Larry wants to upgrade to Windows 10. He will use his computer both at home and
at work and will need to connect to his company's Wi-Fi network to share files
over the network. Which version of Windows 10 would you recommend to Larry?
Windows 10 Home
Windows 10 Enterprise
Windows 10 Education
Windows 10 Pro - answer-✔Windows 10 Home
What version of Windows 8.1 does not have the ability to lock the hard drive so
that it is unusable if removed from a laptop?
Windows 8.1 Enterprise
Window 8.1 Core
Windows 8.1 Pro
Windows 8.1 Basic - answer-✔Window 8.1 Core
In Windows 10, you can find this user-friendly interface to access numerous
Windows settings
What is the name of this user-friendly interface?
Settings app
,Administrative Tools
Control Panel
Computer Management console - answer-✔Settings app
Wanda wants to find some basic information about her computer, for example,
what operating system and how much RAM are installed on her computer. Where
can Wanda find this information quickly in Windows 10?
System window
Windows Information
UEFI/BIOS System information
System Information applet - answer-✔System window
When working with customers, you should always try to keep a positive attitude.
Why is it important to maintain a positive attitude when working with customers?
Shows that you have the knowledge needed to fix the problem.
Helps you to be more reliable.
Helps the customer feel confident you can fix the problem.
Helps to establish a good customer relationship. - answer-✔Helps to establish a
good customer relationship.
Henry is sent to work with a customer at the company's satellite branch in another
town. During his visit, he notices that most of the computer users are not following
the corporate guidelines on password safety and are looking at their personal
emails, which is not allowed for security reasons.
,Ignore the security problems.
Train the employees on why these issues are security concerns.
Confront the employees about the issue.
Wait until he returns to his office and inform his supervisor. - answer-✔Train the
employees on why these issues are security concerns.
Derek is working at the help desk when he receives a call from a client about an
issue with the company's email. The customer is very upset about the email issue.
He is complaining about the email service and the IT department in general.
What should Derek do to defuse the situation?
Hang up the phone.
Call the supervisor and ask for help with the customer.
Let the customer vent and then restart the conversation.
Defend the IT department. - answer-✔Let the customer vent and then restart the
conversation.
During your service call at the residence of a customer, you discover you will need
a part that you don't currently have.
What should you do in this case?
Explain the situation and give the customer options on how to order the part and
when you will return to complete the repair.
Tell the customer you need the part, do research on the part, and schedule a time to
come back and fix the computer.
Tell the customer to purchase the part and call when she receives it.
, Leave and get the part and come back. - answer-✔Explain the situation and give
the customer options on how to order the part and when you will return to
complete the repair.
Which of the following is not considered good customer service? (Select all that
apply.)
Disclose the experience on social media.
Meet expectations.
Be on time.
Meet timelines, and if not possible, explain why.
Follow up with the customer.
Avoid distractions. - answer-✔Disclose the experience on social media.
John recently upgraded from Windows 8.1 to Windows 10, after the upgrade is
complete, on the right-hand side of his desktop there is a new area that contains a
way to toggle several Windows features on and off, access the Settings app, and
view notifications.]\
What is this area called in Windows 10?
Control Panel
Task View
Action Center
Cortana - answer-✔Action Center
Manuel is working on a project in Visual Studio. He wants to keep this program
showing on the entire desktop, but he also needs to have several other applications
open so that he can research the project.
