QUESTION: 109

Which of the following explains why it is important to secure Personally Identifiable Information (PII)?

So phishing attacks are not launched against employees of the organization.
So sensitive information, such as corporate passwords, is not stolen.
So man-in-the-middle attacks are not launched against the organization.
So sensitive information, such as social security numbers, is not stolen.

Answer(s): D

A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:

tell the customer the issue needs to be escalated to a higher tier technician.
ask the customer if they would mind holding for no more than two minutes to check resources.
tell the customer this is the first time encountering the issue and to please be patient.
ask the customer to please hold while a senior technician is consulted regarding the issue.

Answer(s): B

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QUESTION: 111

Which of the following is the BEST license type to comply with end user licensing agreement (EULA) terms for commercial software used by multiple users in a corporate environment?

Commercial license
Enterprise license
Seat license
Open source license

Answer(s): B

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QUESTION: 112

A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:

close any items of a personal nature.
reboot the computer and log back in.
capture a screen-shot of the error message.
take steps to reproduce the error.

Answer(s): A

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QUESTION: 112