IT ESSENTIALS FINAL EXAM UPDATED QUESTIONS AND
ANSWERS
Which power criterion will affect the number of internal drives that are installed in a computer? -
CORRECT ANSWER✅✅power supply wattage
A customer needs additional storage space on an older computer. What will the technician look at in the
computer to determine if an additional hard drive can be added? - CORRECT ANSWER✅✅an available
PATA/SATA connection
Why do laptop computers use CPU throttling techniques? - CORRECT ANSWER✅✅to reduce the heat
that the CPU may generate
Which step is critical in selecting and installing multiple cooling fans for a PC case? - CORRECT
ANSWER✅✅Make sure they provide the same amount of air flow.
Which statement is true about DDR2 and DDR3 RAM modules? - CORRECT ANSWER✅✅They use
different types of DIMM slots on the motherboard.
To avoid electromagnetic interference, which type of equipment should a technician route copper
network cables away from? - CORRECT ANSWER✅✅electric motors
Which statement is true about the use of an antistatic wrist strap? - CORRECT ANSWER✅✅An antistatic
wrist strap should not be worn when repairing a power supply.
Which are two potential risks to a mobile device that could result from rooting or jailbreaking the
device? (Choose two.) - CORRECT ANSWER✅✅1. A custom OS enables user access to the root directory
2. A custom OS may not properly create or maintain sandboxing features.
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?
- CORRECT ANSWER✅✅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.
, A customer is angry and calls to complain that the service scheduled on the computer took longer than
expected. The technician reviews the work order and notices that the service was performed by a new
employee. How should the technician respond? - CORRECT ANSWER✅✅Listen to the complaint and
then apologize for any inconvenience caused by the lengthy service on the computer.
What two actions are appropriate for a support desk technician to take when assisting customers?
(Choose two.) - CORRECT ANSWER✅✅1. Let a customer finish talking before asking additional
questions.
2. If you have to put the customer on hold, ask the customer for permission.
In which circumstance should a level one technician initiate an escalated work order? - CORRECT
ANSWER✅✅when a problem requires expertise from another technician
Which two interface types make it possible to attach different external components to laptops and
desktops without powering the computer off? (Choose two.) - CORRECT ANSWER✅✅1. FireWire
2. USB
Which motherboard feature controls the amount of data that a CPU transfers at one time? - CORRECT
ANSWER✅✅front side bus
What laptop component converts DC power to AC so that the display can illuminate? - CORRECT
ANSWER✅✅inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the
technician take before installing the headset? (Choose two.) - CORRECT ANSWER✅✅1. Enable
Bluetooth in BIOS Setup.
2. Ensure that the laptop Bluetooth switch is enabled.
Which statement correctly compares the characteristics of coaxial cable with twisted-pair cable? -
CORRECT ANSWER✅✅Coaxial cable is physically more difficult to install than UTP cable.
ANSWERS
Which power criterion will affect the number of internal drives that are installed in a computer? -
CORRECT ANSWER✅✅power supply wattage
A customer needs additional storage space on an older computer. What will the technician look at in the
computer to determine if an additional hard drive can be added? - CORRECT ANSWER✅✅an available
PATA/SATA connection
Why do laptop computers use CPU throttling techniques? - CORRECT ANSWER✅✅to reduce the heat
that the CPU may generate
Which step is critical in selecting and installing multiple cooling fans for a PC case? - CORRECT
ANSWER✅✅Make sure they provide the same amount of air flow.
Which statement is true about DDR2 and DDR3 RAM modules? - CORRECT ANSWER✅✅They use
different types of DIMM slots on the motherboard.
To avoid electromagnetic interference, which type of equipment should a technician route copper
network cables away from? - CORRECT ANSWER✅✅electric motors
Which statement is true about the use of an antistatic wrist strap? - CORRECT ANSWER✅✅An antistatic
wrist strap should not be worn when repairing a power supply.
Which are two potential risks to a mobile device that could result from rooting or jailbreaking the
device? (Choose two.) - CORRECT ANSWER✅✅1. A custom OS enables user access to the root directory
2. A custom OS may not properly create or maintain sandboxing features.
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?
- CORRECT ANSWER✅✅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.
, A customer is angry and calls to complain that the service scheduled on the computer took longer than
expected. The technician reviews the work order and notices that the service was performed by a new
employee. How should the technician respond? - CORRECT ANSWER✅✅Listen to the complaint and
then apologize for any inconvenience caused by the lengthy service on the computer.
What two actions are appropriate for a support desk technician to take when assisting customers?
(Choose two.) - CORRECT ANSWER✅✅1. Let a customer finish talking before asking additional
questions.
2. If you have to put the customer on hold, ask the customer for permission.
In which circumstance should a level one technician initiate an escalated work order? - CORRECT
ANSWER✅✅when a problem requires expertise from another technician
Which two interface types make it possible to attach different external components to laptops and
desktops without powering the computer off? (Choose two.) - CORRECT ANSWER✅✅1. FireWire
2. USB
Which motherboard feature controls the amount of data that a CPU transfers at one time? - CORRECT
ANSWER✅✅front side bus
What laptop component converts DC power to AC so that the display can illuminate? - CORRECT
ANSWER✅✅inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the
technician take before installing the headset? (Choose two.) - CORRECT ANSWER✅✅1. Enable
Bluetooth in BIOS Setup.
2. Ensure that the laptop Bluetooth switch is enabled.
Which statement correctly compares the characteristics of coaxial cable with twisted-pair cable? -
CORRECT ANSWER✅✅Coaxial cable is physically more difficult to install than UTP cable.
