ITE Chapter 14 Exam Answers v7.

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Last Updated on May 20, 2021 by Admin

ITE v7.0 – IT Essentials (Version 7.0) –

IT Essentials 7.0 Chapter 14 Exam
Answers
Cisco Netacad ITE v7 – IT Essentials
(Version 7.00) – IT Essentials 7.0 Chapter
14 Exam Answers 2020 2021

1. What is a common responsibility of a level one call

center technician?
o entering a concise description of a customer problem into a ticketing
system
o remotely connecting to customer devices and implementing driver
and software updates
o calling back customers and asking additional questions to solve the
problem
o receiving escalated work orders from a lower level technician
Explanation:

The primary responsibility of a level one technician is to gather pertinent information from a customer and t
into a work order or ticket system.

2. Which two programming languages require the

program to be converted into executable code using a
compiler? (Choose two.)
 o PowerShell
o VBScript
o C#
o Java
o Python
Explanation:

Compiled languages like C, C++, C#, and Java need to be converted into executable code using a compiler.

3. A programmer used an operator to compare values

within a program and the resulting logical data type
was “false”. Which test condition would have provided
the result of “false”?
o 8 != 8
o 4 >= 1
o 6 <= 6
o 3 == 3
Explanation:

== represents equal
!= represents not equal
< represents less than
> represents greater than
<= represents less than or equal to
>= represents greater than or equal to

Because 8 is equal to 8, and the != operator is used, the resulting output is “false”.

4. What is the definition of a script file?

o A simple file with a single statement that loops repeatedly.
 o A file that is compiled and translated into machine language before
executing.
o A simple text file used to automate processes and tasks.
o A file that is the output of a conditional statement.
Explanation:

A script file is a simple text file written in a form of scripting languages to automate processes and tasks on
systems. The commands can be entered on the command line one at a time. A script file, however, provides
execute multiple commands.

5. A system administrator needs to perform manual

updates on a remote Linux workstation using a
Windows 10 PC. Which remote access tool should the
administrator use to securely access and configure
the Linux device across the network?
o Telnet client
o Windows Remote Desktop client
o Windows Remote Assistance client
o SSH client
Explanation:

The Windows administrator should use Secure Shell (SSH) TCP port 22. SSH allows the administrator to co
securely to the Linux workstation in order to safely authenticate and then perform updates on the workstatio

6. A technician is attempting to securely configure a

Linux web server on the public-facing side of the
firewall. What port type and number are most likely
required to be open on the firewall to allow this traffic
through?
o UDP port 23
 o TCP port 23
o TCP port 22
o UDP port 22
o TCP port 3389
o UDP port 3389
Explanation:

Secure Shell (SSH) is a secure remote service that encrypts the entire session. The port number for SSH is T

7. A worker in the records department of a hospital

in the United States accidentally sends a patient’s
medical record to a printer in another department.
When the worker arrives at the printer, the patient
record printout is missing. Which two types of
compliance standards best match the breach of
confidentiality? (Choose two.)
o PII
o PHI
o PCI
o ePHI
o DRM
o GDPR
Explanation:

Both protected Health Information (PHI) and Electronic Protected Health Information (ePHI) includes patie
visiting dates and more. The Health Insurance Portability and Accountability Act (HIPAA) regulates and pro
for breaches of PHI and ePHI.
8. What are two examples of personally identifiable
information (PII)? (Choose two.)
o credit card number
o first name
o street address
o language preference
o IP address
Explanation:

Personally identifiable information (PII) is any data that could potentially identify and track a specific indivi
number and street address are the best examples of PII.

9. What is the definition of cyber law?

o a single law defining criminal acts that are committed online
o the collection of international, country, and local laws that affect
computer security professionals
o a contract that defines expectations between an organization and IT
service vendors for an agreed upon level of support
o the process of collecting and analyzing data from computer systems,
networks, wireless communications, and storage devices
Explanation:

Cyber law describes the collection of international, regional, country, and state laws that affect computer sec

10. What is a characteristic of the open source

license of an application software?
o It requires registration instead of purchasing.
o It cannot be used for campus-wide deployment.
o It allows users to modify and share the source code.
 o It does not require purchase in order to use the software.
o It requires acknowledged completion of a professional training
course prior to use.
Explanation:

An open source license is a copyright license for software that allows developers to modify and share the so
software. Open source software could be free to use or require purchase. In either case, users have access to
source software could be used as personal software or deployed enterprise wide. User registration is an enco

11. Which statement is characteristic of most

personal software licenses?
o Developers are allowed to modify and share the source code that
runs the software.
o A company is allowed to use the software campus wide.
o A user is allowed to share the software with friends.
o A user is allowed to install the software on only one computer.
Explanation:

Most personal software licenses allow a user to run the software on only one PC. Some personal software lic
copy the software onto multiple PCs. These licenses usually specify that the copies cannot be run at the sam
software licenses are for commercial products that require purchase. There are personal software licenses fo
that are free to use. Personal software licenses are intended for personal use of the product. Software to be d
needs site licenses or enterprise licenses.

12. What two actions should a call center technician

avoid when dealing with an angry customer? (Choose
two.)
o spending time explaining what caused the problem
o putting the customer on hold or transferring the call
o apologizing for any inconvenience caused to the customer
o sympathizing with the customer
 o letting the customer explain the problem without interruption
Explanation:

When dealing with an angry customer a technician can help the customer focus on the problem by:Letting th
problem without interruption
Sympathizing with the customer
Apologizing for inconvenience
The technician should avoid further angering the customer by:Putting the customer on hold
Explaining what caused the problem

13. A technician is troubleshooting a PC in a

workplace environment and finds many pirated movies
on the hard drive. What should the technician do?
o Make a copy of all the pirated content and send it to the law
enforcement authorities.
o Advise the user that downloading pirated content is illegal and that
the user should refrain from doing so.
o Remove the pirated content and document all work done.
o Report the findings through the proper channels.
Explanation:

On discovering illegal activity on a PC, the technician should report it through the proper channels as per co

14. A support desk trainer is teaching a new support

desk technician some basic rules about starting a
conversation with a customer. Which statement
describes the rules the trainer should be teaching?
o Ask the customer what the problem is and then introduce yourself.
o Learn the name of the customer and create a connection with the
customer. Next ask questions that assess the knowledge level of the
customer.
 o Start by asking close-ended questions about what the customer
understands of the problem and then direct the customer through the
correction process.
o Assess what the customer knows of the support desk process and
then use close-ended questions to guide the customer through the correction
process.
Explanation:

The three rules to remember at the beginning of a conversation with a customer are these:Know your custom
Create a one to one connection with your customer.
Understand the knowledge level of your customer

15. 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?
o Verify that the computer is working properly now.
o Listen to the complaint and then apologize for any inconvenience
caused by the lengthy service on the computer.
o Explain that the repair technician sent to perform the service is
inexperienced.
o Put the customer on hold until a supervisor is available.
Explanation:

When dealing with an angry customer, listen and without interrupting let the customer explain the problem.
Apologize for the problem and its inconvenience.

16. Which task would require that a problem be

escalated to a level two technician?
o changing CMOS settings
o cleaning a mouse
 o changing toner cartridges
o checking loose external cables
Explanation:

Straightforward tasks such as cleaning the mouse, changing printer toner, and checking cables can be manag
technician. Typically, more complex tasks such as changing CMOS settings and running diagnostic software
level two technician.

17. A technician receives a call from a customer who

is too talkative. How should the technician handle the
call?
o Talk over the customer and quickly gather the necessary information
to be of help.
o Allow the customer to speak without interruption and then try to use
closed-ended questions to gather data.
o Use open-ended questions and repeat all the information back to the
customer to politely show that unnecessary information is being given.
o Politely step in and gain control of the call by asking the customer
social questions.
Explanation:

If a customer is too talkative, the technician should not interrupt the customer but attempt to regain control o
closed ended questions after customer is through speaking.

18. What should a level two technician do

immediately after receiving an escalated work order
from a level one technician?
o Call the level one technician and ask questions about the problem.
o Call the customer back to ask any additional questions and resolve
the problem.
 o Document suggestions to solve the problem in the work order and
return it to the level one technician.
o Send the work order to a level three technician and ask for support.
Explanation:

When a problem cannot be resolved within a predetermined amount of time, the level one technician prepare
order. The level two technician receives the escalated work order with the description of the problem. The le
calls the customer back to ask any additional questions and resolve the problem.

19. Which two rules pertain to the general daily

activities of employees in a call center environment?
(Choose two.)
o If a technician takes a call from a customer the technician does not
like, the technician should pass the call to another technician.
o The technician should be sure to treat all customers equally.
o If a customer complains about another technician, the technician
who is taking the call should agree with opinion of the customer.
o The technician should adjust the work chair to a height that is high
enough so that wrists angle downwards toward the keyboard.
o The technician should contact the customer if the technician is going
to be late for a follow-up appointment.
Explanation:

There are rules that call centers generally use to cover the daily activities of their employees. These rules are
there is always adequate coverage for incoming calls, and that the customer is not unduly inconvenienced w
call center employees. A high rate of customer satisfaction is always a primary goal of any call center.

20. What does a technician need in order to make

changes to software installed on the computer of a
customer?
o the authorization of a more senior technician
 o customer authorization
o verification that the software is legal
o two witnesses
Explanation:

To make any changes to a computer, a technician needs authorization from the customer. The presence of ei
or other witnesses does not entitle the technician to either install or modify software, even if it is legal.

21. Which is true regarding the treatment of customer

property?
o A technician does not have to care about copies of customer files
because it is not the original.
o A customer’s phone list is customer property and must be kept
private.
o Customer property is limited to hardware.
o Data left on a customer’s PC is not property because it is visible to
others.
Explanation:

All customer property is important, including files, phone lists, hardware and other data, and should be treat
data should be considered as private and confidential.

22. During computer forensics investigations, which

type of data is lost when power is removed from the
computer?
o data that is stored on solid state drives
o data that is stored in RAM
o data that is stored on magnetic disk
o data that is stored to an external drive
Explanation:
 Volatile data that is contained in cache, RAM, and CPU registers is lost when power is removed from the co

23. Why is a chain of custody important in a cyber

crime case?
o It authenticates evidence.
o It ensures conviction
o It proves guilt.
o It protects copyrighted materials.
Explanation:

Evidence must be authenticated before it can be admitted in court. A chain of custody helps to authenticate t
preventing tampering.

24. When performing computer forensics, what can be

prevented with a properly and carefully documented
chain of custody?
o evidence tampering
o copying of copyrighted materials
o cyber crime
o identity theft
Explanation:

A chain of custody created with accurate documentation can prevent evidence tampering so that the integrity
assured.

25. Which statement best describes a call center?

 o It is a busy, fast-paced work environment where agents contact
customers to arrange preventive maintenance appointments.
o It is a help desk used by customers to make an appointment to
report their computer problems.
o It is a place that exists within a company and provides computer
support to both employees and customers of the company.
o 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 indep
sells computer support as a service or it may exist within a company and offer service to both employees of
customers that use company products.

26. What is a typical task performed by a level one

technician in a call center?
o gathering information when a customer calls for help
o solving the problem that might require opening up the computer
case
o using remote access software to troubleshoot the customer
computer
o 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 on
accurately enter all the information into the work order. When the problems are very simple to resolve, a lev
take care of these without escalating the work order. However, when a problem requires the expertise of a le
level one technician initiates an escalated work order so that a level two technician will be involved to solve

27. What is a reason to escalate a problem from a

level one technician to a level two technician?
 o when the equipment needs to be rebooted
o when drivers, applications, or operating systems need to be installed
o when the screen resolution of a customer PC needs to be adjusted
o 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
two technician anytime it involves an advanced procedure that could cause serious damage to user equipmen
widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an 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?
o assessment
o approval
o implementation
o identification
Explanation:

There are several change management process components that help changes, installations, and upgrades go
assessment component identifies the business processes that are affected and the costs and resources require

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?
o policies
o operations
o projects
 o user documentation
Explanation:

There are four broad categories of IT documentation: policies, operations, projects, and user documentation.
is concerned with regulatory compliance with local, state, and federal regulations.

30. Which are two examples of good customer

service? (Choose two.)
o A technician follows up with a customer after services are
completed.
o A technician notifies a customer as soon as possible that there may
be a delay.
o A technician repeatedly encourages a customer to agree to a
product warranty.
o A technician continually reminds the customer that an issue was due
to customer neglect.
o 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 techn
to communicate if they will be late. Customers also appreciate a follow up communication after service is re