QUESTION: 301

A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the service support center and requires a field technician to troubleshoot. The customer continues to demand service. Which of the following is the BEST course of action for the support center representative to take?

Inform the customer that the issue is not within the scope of this department.
Apologize to the customer and escalate the issue to a manager.
Ask the customer to explain the issue and then try to fix it independently.
Respond that the issue is something the customer should be able to fix.

Answer(s): B

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QUESTION: 302

A user reported that a laptop's screen turns off very quickly after sitting for a few moments and is also very dim when not plugged in to an outlet. Everything else seems to be functioning normally. Which of the following Windows settings should be configured?

Power Plans
Hibernate
Sleep/Suspend
Screensaver

Answer(s): A

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QUESTION: 303

A user is receiving repeated pop-up advertising messages while browsing the internet. A malware scan is unable to locate the source of an infection. Which of the following should the technician check NEXT?

Windows updates
DNS settings
Certificate store
Browser plug-ins

Answer(s): D

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QUESTION: 304

The courts determined that a cybercrimes case could no longer be prosecuted due to the agency’s handling of evidence. Which of the following was MOST likely violated during the investigation?

Open-source software
EULA
Chain of custody
AUP

Answer(s): C

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QUESTION: 301

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QUESTION: 304

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