IT Essentials final questions and
CORRECT 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.
CORRECT 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.
