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Chapter 18

Chapter 18

1.B. You should always gather as much information as possible before you start working on the client’s computer. You should also document the details so that in the future you will have this information readily available.
2.C. Avoid using jargon, abbreviations, and acronyms. Explain what you mean in plain language. Remember, if you can’t explain a problem or solution in everyday language, you don’t understand it either.
3.A. Systems that won’t start or that have lockups or shutdowns with no error messages could be the victims of power problems. To determine whether power problems are located inside the computer or are coming from outside the system, use the tests and tools described in Chapter 5, “Power Supplies and System Cooling.”
4.C. One of the most common problems you will face is determining whether the problem is a hardware issue or a software issue. In this question you should check Device Manager to see if there are any hardware issues.
5.A, B. Before you do anything to a customer’s system, you should back up the system’s data. The easiest way to ensure that you can restore the system to its previous configuration is to use a disk-imaging program such as Symantec Norton Ghost or Acronis True Image.
6.B. Even if an installation CD came with the device, it might not include up-to-date drivers. It is always a good practice to go out to the manufacturer’s website for drivers or installation CDs.
7.A, B, C, D. Make a practice of keeping detailed notes about the problems you solve. If your company has a help-desk system with tracking capabilities, use it. Even if the best you can do is write up your findings, you can use desktop search tools to find the answers to the same problems if you encounter them again.
8.E. All tools listed should be in a technician’s toolkit and should be used when working on a client’s computer. You should also have some software tools such as drivers and an update disk.
9.A, D. Operating system bootable disks and installation CDs help you restore systems with missing system files or other problems to working condition. They can also be used to prepare hard disks, check and fix partition problems, and view the contents of an existing hard disk in a non-working system or a hard disk that has been pulled from storage for re-use.
10.C. No matter how tough the problem (or the customer), avoid arguing with customers—and drop the defensive attitude, too. Your job is to solve the customer’s problem. To do that, you need to work with the customer.
11.A, B, C, D. You must learn to respect other people’s property. You should never use customers’ equipment for personal tasks or look at their personal information, such as documents or pictures.
12.D. No matter how difficult the customer might seem, maintain a positive attitude and tone of voice. Your job is to make possible what is seemingly impossible. As discussed in this chapter, there are abundant resources available from Microsoft, hardware vendors, and numerous forums and newsgroups to help you solve problems.

Troubleshooting Scenario

You have been asked by your supervisor to help a user in the Human Resources area at work. HR is known for keeping a close eye on employee behavior. What should you do (or avoid doing) when working at the user’s desk?
Answer:You should always try your best not to use a lot of tech jargon. It makes people feel you are talking down to them or making them feel they are stupid. You should avoid this at all costs. You need to develop a way of talking to your clients in a way that does not make them feel degraded in any way.


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