QUESTION: 113

A technician opens a customer’s computer and sees large amounts of accumulated dust. Which of the following is the BEST method of removing the dust from the computer?

Use compressed air to free the dust from the components and remove it with an ESD vacuum.
Dampen an ESD cloth with denatured alcohol and use it to gently wipe the dust away.
Use a shop vacuum with enough power to ensure all dust has been removed.
Remove as much dust as possible by hand and use compressed air to blow the rest out.

Answer(s): A

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QUESTION: 114

When dealing with a difficult customer, which of the following is the BEST way to handle the situation?

Do not argue with the customer and/or be defensive
Use technical terms to assure customer confidence
Escalate the customer’s issue to a supervisor
Sympathize with the customer about issue

Answer(s): A

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A customer calls the help desk to report an issue. The customer suggests that the problem is hardware related, but the technician knows from the description that this is not the case. Which of the following is the BEST course of action for the technician?

Follow the customer’s prescribed course of action.
Convince the customer to take a better course of action to resolve the issue.
Explain why the customer’s prescribed course of action is incorrect.
Acknowledge the customer’s input, but follow another course of action.

Answer(s): D

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QUESTION: 116

A technician is noticing extremely slow performance on a computer and would like to see what application is consuming resources. Which of the following tools should the technician use to view the system performance?

msconfig
Task Manager
Event Viewer
netmon

Answer(s): B

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