It Authenticates Evidence

It authenticates evidence.
It ensures conviction

It proves guilt.
It protects copyrighted materials.
Explanation: Evidence must be authenticated before it can be admitted in court.
A chain of custody helps to authenticate the evidence by preventing tampering.
24. When performing computer forensics, what can be prevented with a properly
and carefully documented chain of custody?
evidence tampering
copying of copyrighted materials
cyber crime
identity theft
Explanation: A chain of custody created with accurate documentation can
prevent evidence tampering so that the integrity of the evidence can be assured.
25. Which statement best describes a call center?
It is a busy, fast-paced work environment where agents contact customers
to arrange preventive maintenance appointments.
It is a help desk used by customers to make an appointment to report their
computer problems.
It is a place that exists within a company and provides computer support to
both employees and customers of the company.
It is a store-front environment where the customers go with their computers
to have them fixed.
Explanation: A call center is a place that customers call to report problems with
software or hardware. It may be an independent business that sells computer
support as a service or it may exist within a company and offer service to both
employees of the company and outside customers that use company products.
26. What is a typical task performed by a level one technician in a call center?
gathering information when a customer calls for help
solving the problem that might require opening up the computer case
using remote access software to troubleshoot the customer computer
picking up an escalated work order and calling the customer for further
information
Explanation: The primary responsibility of a level one technician is to gather
information from the customer. The level one technician needs to accurately
enter all the information into the work order. When the problems are very simple
to resolve, a level one technician can take care of these without escalating the
work order. However, when a problem requires the expertise of a level two
technician, the level one technician initiates an escalated work order so that a
level two technician will be involved to solve the problem.
27. What is a reason to escalate a problem from a level one technician to a level two
technician?
when the equipment needs to be rebooted
when drivers, applications, or operating systems need to be installed
when the screen resolution of a customer PC needs to be adjusted
when a peripheral device needs to be replaced
Explanation: A technician should always follow company policies for problem
escalation, but in general a problem should be escalated to a level two technician
anytime it involves an advanced procedure that could cause serious damage to
user equipment, data loss, or cause a widespread outage. Also, if the technician
does not have the necessary skills or tools to troubleshoot an issue effectively,
the issue should be escalated to a level two technician.
28. Which change management process component is concerned with the cost and
resources necessary for implementation?
assessment
approval
implementation
identification
Explanation: There are several change management process components that
help changes, installations, and upgrades go more easily. The assessment
component identifies the business processes that are affected and the costs and
resources required.
29. Which type of documentation is concerned with specifying what data must be
collected and how long it must be retained in regards to an organization?
policies
operations
projects
user documentation
Explanation: There are four broad categories of IT documentation: policies,
operations, projects, and user documentation. Policy documentation is
concerned with regulatory compliance with local, state, and federal regulations.
30. Which are two examples of good customer service? (Choose two.)
A technician follows up with a customer after services are completed.
A technician notifies a customer as soon as possible that there may be a delay.
A technician repeatedly encourages a customer to agree to a product
warranty.
A technician continually reminds the customer that an issue was due to
customer neglect.
A technician speaks slowly and uses common industry jargon and terms
with the customer.
Explanation: Good customer service means meeting or exceeding customer
expectations. Customers expect service technicians to be on time and to
communicate if they will be late. Customers also appreciate a follow up
communication after service is rendered.
IT Essentials v6.0:
1. A technician discovers that RAID has stopped working. Which two situations
could cause this issue? (Choose two.)
The external RAID controller loses power.
The RAID controller fails.
The cables connected to the hard drive are connected incorrectly.
One of the hard drives fails.
RAID has been configured incorrectly.
2. A technician is upgrading an older PC with a dual core CPU. When the PC
restarts, it is slower than it was before the upgrade. The Performance tab from the
Task Manager displays only one CPU graph. What is the most probable solution to
this problem?
Update the BIOS firmware to support the dual core CPU.
Increase the amount of RAM available.
Replace the HDD with a higher capacity hard drive.
Overclock the CPU.
3. What is a symptom of a printer fuser that needs to be replaced?
Toner is coming off printed pages.
Paper is not feeding into the printer correctly.
Pages are printing with ghost images.
Vertical lines are printed on every page
4. What is a probable cause of a printer producing pages with ghost images?
a worn drum wiper
a damaged pickup roller
not enough memory
an incorrect print driver
5. What corrective action should be taken on a printer that prints unknown
characters?
Reinstall the driver.
Increase the memory.
Replace the drum wiper.
Replace the fuser.
6. Users in an office complain that they are receiving “Document failed to print”
messages when trying to print to a network printer. What is a likely problem?
The printer toner is low.
The printer drum is dirty.
The printer is configured with an incorrect IP address.
The printer does not have enough memory.
7. A user has not updated an application for over two years and has just updated to
the newest release on the workstation. The user notices, however, that the software
with the newest release is operating very slowly. The other applications on the
workstation are operating normally. What is a possible cause?
The BIOS needs to be updated.
The computer has a virus.
The computer does not have enough RAM.
The workstation does not have a compatible driver installed.
8. A technician adds a new optical drive to a computer but the optical drive is not
recognized by the computer. The technician thinks that the BIOS firmware needs to
be updated and updates the CMOS. However, the computer fails to start. What is a
possible solution?
Download a different set of drivers for the newly installed hardware.
Contact the motherboard manufacturer to obtain a new CMOS chip.
Attach external power to the newly installed hardware.
Change the boot order in the BIOS to include the optical drive.
9. A computer repeatedly locks without any error message. Which two conditions
may be the cause of the problem? (Choose two.)
The index service is not running.
The computer has a virus.
An update has corrupted the operating system.
The UAC has been turned off.
The user has breached the user security policy.
The CPU needs to be upgraded.
10. What usually causes the BSOD in the Windows OS?
CPU overheating
a fragmented hard drive
insufficient RAM
device driver compatibility errors
11. A user reports that WiFi is not working on a laptop. A technician checks the
laptop and notices that the wireless networking icon is missing from the notification
area of the task bar. The technician tries to turn the wireless switch on the laptop on
and off. However, the wireless NIC is still not displayed. What should be done next
to troubleshoot this issue?
Replace the NIC with one that is known to work.
Configure wireless networking in the System Information tool.
Add the NIC to the system in the Devices and Printers control panel.
Activate the NIC in the BIOS or UEFI settings.
12. What are two reasons that a workstation would begin to lock up frequently?
(Choose two.)
failing RAM

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