A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse - Test Bank Instant Download - Complete Test Bank With Answers Sample Questions Are Posted Below 1. Most hardware component problems are the result of failures due to incorrect electrical supply to a PC. a. True …
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A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse – Test Bank
Instant Download – Complete Test Bank With Answers
Sample Questions Are Posted Below
1. Most hardware component problems are the result of failures due to incorrect electrical supply to a PC.
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2. In some cases, hardware components that work when installed individually in a PC do not operate correctly when installed together in the same system.
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3. Plug and Play compatible hardware guarantees that users will not experience installation problems with new or upgraded hardware.
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4. Plug and Play hardware automatically adjusts software settings to take maximum advantage of the hardware’s capabilities.
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5. A burn-in test is the operation of a new PC continuously for 48 to 72 hours to identify obvious problems or temperature-sensitive components.
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6. Most hardware problems are due to components that burn out during the operation of a PC.
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7. Most hardware components that malfunction are replaced rather than repaired.
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8. Electronic components are much more likely to fail than electromechanical components.
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9. Installation software utilities have automated many of the manual tasks required to install and correctly configure software packages.
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10. Installation software utilities are capable of examining the hardware configuration to determine whether the software and hardware are compatible and adjust software settings to match hardware.
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11. A dual-boot option can permit a user to run two or more operating systems on a PC.
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12. Installation of shareware software may conflict with existing software and cause a PC to fail to operate.
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13. All shareware software is written to conform to industry-wide program development standards and is compatible with other software on the platforms for which it was developed.
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14. Freeware is software that can be downloaded without any cost, but users must pay a licensing fee prior to the use of the program.
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15. A restore point is a backup hardware device a user keeps in case an operational hardware device encounters a problem.
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16. A conflict occurs when a component uses hardware or software resources in a way that is incompatible with another component.
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17. Donationware is software which is free to use, but for which the author requests a donation to support continued development
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18. Open source software is developed collaboratively by a loose-knit team of programmers who agree to improve a software product and make the program freely available to any user.
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19. The Windows Registry contains hardware and software configuration information that can be easily modified by end users.
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20. The Windows Registry can be edited with most word processors that can work with text files.
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21. By the time a software package has gone through testing and quality assurance, any remaining bugs are extremely rare.
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22. A patch is a replacement for one or a few modules of a software package intended to fix known bugs.
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23. An update is a new version of an existing program.
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24. A new release of a software package generally contains more new features than a new version.
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25. An upgrade is a new version of an existing program that is sold at a reduced price to owners of a previous version of the program.
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26. If a user reinstalls a software package from the original distribution media, they must also install any patches that had been previously installed to fix bugs.
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27. A workaround is a procedure or method which accomplishes the same result a user wants as a feature that does not work due to a bug or other malfunction.
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28. A workaround is designed to correct a problem where a PC works, though poorly, and not as efficiently as it should.
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29. Most technology performance problems indicate that a hardware component is about ready to fail.
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30. Rental or subscription software is accessed from a cloud server rather that downloaded to a PC or tablet.
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31. Network problems are often combinations of hardware, software and operating system problems.
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32. A PC that operates at some level, but not as efficiently as it should, is called vaporware.
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33. Network problems are often combinations of hardware, software and operating system problems.
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34. The difference between end users and IT professionals is that the latter rarely make mistakes while using technology.
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35. Some support problems occur because users are poorly trained or do not read the documentation that came with their PC.
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36. Quick start behavior is a tendency among technology users to bypass reading an installation manual and attempt to get a new product operational quickly.
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37. Users who forget passwords and PINs are a common source of support problems.
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38. As software has improved in recent years, problems due to security breaches are now fewer than in previous decades.
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39. Vendor documentation on software products is generally sufficient for a user or support specialist to determine the problem when a program malfunctions.
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40. Vaporware is a technology product that is announced in the media, but that does not yet exist or is not yet available for sale.
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41. Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems?
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42. Hardware components that cannot operate together in the same PC are called ____.
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43. Industry agreements that cover how hardware components should communicate with the PC into which they are installed are called ____.
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44. Most components today use which of these strategies to maximize hardware compatibility?
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45. Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.
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46. A 48- to 72-hour period during which a PC or component is operated nonstop prior to installation at a user site is ____.
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47. Which of these hardware devices is more likely to fail during the operation of a PC?
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48. Most hardware devices that malfunction today are ____.
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49. Most software problems that impact end users occur ____.
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50. A situation where two software packages use resources in incompatible ways is called a(n) ____.
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51. Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____.
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52. A mismatch between the type of printer connected to a PC and the software printer driver installed is an example of a ____.
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53. Major coding mistakes made by programmers when they write software are called ____.
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54. A software package feature that periodically checks the vendor’s website for software updates is called ____.
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55. A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.
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56. A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____.
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57. A software company that discovers a bug in an infrequently used feature of a software package is likely to fix the problem by issuing a(n) ____.
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58. A substantially rewritten software package that contains major new features is called a(n) ____.
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59. Which of these version numbers is likely the most recent version of a software package?
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60. Put the numbered versions of a software package in sequence from the most significant change to the least significant. 1 – build#, 2 – release#, 3 – version#, 4 – update #
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61. A procedure or feature than accomplishes the same result as another feature that does not work correctly due to a software bug is called a ____.
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62. If a PC, over a period of time, takes longer and longer to perform a task such as a File Save operation, it likely has a ____.
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63. Performance problems in a PC are usually due to ____ problems.
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64. A PC that operates, but does not work as efficiently as it should, has a ____.
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65. Network problems are often traceable to ____.
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66. Software with harmful or malicious intent to disrupt the business operation of a PC or network or to steal information or money is called ____.
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67. A user who presses the wrong sequence of keys in a software program is a victim of ____.
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68. A user who expects a software product to be able to perform a task for which it was not intended is a victim of a ____.
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69. A user who purchases an image scanner that is incompatible with the PC to which he or she wants to connect it is a victim of a ____.
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70. A user who bypasses the documentation to get a new hardware or software package operational as rapidly as possible is a victim of ____.
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71. Which of these is not a common source of security problems?
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72. A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.
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73. Hardware or software products that have been announced by vendors, but do not actually exist, are ____.
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74. Hardware components that cannot operate together in the same PC are called ____________________.
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75. Hardware ____________________ problems are caused by incorrect settings for the environment in which the hardware must operate.
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76. Rules that are industry-wide agreements on how an operating system and hardware components should communicate are called _________________________.
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77. During ____________________, a PC or other device is operated nonstop for a 48- to 72-hour period to give marginal components a chance to fail.
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78. Special-purpose utility programs that aid in the startup and configuration of application packages is called ____________________.
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79. A(n) ____________________ is a situation where two software packages use resources in different and incompatible ways.
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80. A database of hardware and software configuration information maintained in a Windows operating system is called a(n) __________________
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81. A(n) _________________________ is a backup copy of the configuration of a PC which a user can revert to if an operational problem arises.
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82. A(n) ____________________ is a coding mistake made by a programmer during the development of a software program.
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83. A(n) ____________________ is a software package that contains fixes for known bugs in a previous edition of the software.
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84. A(n) ____________________ is a replacement for one or a few small modules in a software package that fixes known bugs in the software.
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85. A(n) ____________________ is a substantially rewritten software package that contains major new features.
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86. A(n) ____________________ is a new version of a program made available at a lower cost to previous owners of the program.
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87. A(n) ____________________ is a software package that contains some new features that have been added to an existing program without a major rewrite effort.
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88. When a vendor numbers versions of a software product, the lowest level (that changes most frequently) is called a(n) ____________________ number.
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89. A(n) ____________________ is a method or feature of a software package that accomplishes the result a user wants, but bypasses a known bug in the software.
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90. A(n) ____________________ is when a PC works at some level, but not as efficiently as it should.
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91. Software designed with malicious or harmful intent to disrupt computer operation or steal information or money is called ________________________.
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92. ____________________ is a tendency among users to want to get a new hardware or software product operational as rapidly as possible.
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93. Hardware or software products that have been announced and promoted by vendors, but don’t actually exist, are called ____________________.
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94. Contacts to a support staff about security, viruses, backups, and ergonomics indicate ____________________.
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95. List eight categories of technology problems that account for most of the common problems support specialists encounter.
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96. List three primarily sources of hardware problems that confront support specialists.
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97. Explain why electromechanical components are more likely to fail than electronic devices.
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98. List at least three problem-solving steps for hardware devices:
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99. List three primary sources of software problems that confront support specialists.
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100. Explain the purpose of an installation software utility.
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101. Explain the differences between freeware, donationware, shareware and open source software.
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102. Explain the purpose of the Registry in a Windows system.
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103. Explain why software bugs occur and how common they are.
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104. Describe the differences between a new software version, an upgrade, a release, an update, a service pack, and a patch.
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105. Explain the significance of a software package whose version number is 2.13.
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106. What is a workaround? When is a workaround useful?
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107. Describe some problems associated with malware.
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108. List at least four categories of common user support problems that are caused by technology users themselves.
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109. Explain the difference between a user mistake and a user misunderstanding.
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110. Describe quick start behavior and explain solutions to the problem.
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111. Describe strategies for dealing with users who forget important information.
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112. Describe two common sources of security problems among end users.
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113. Describe common problems with user documentation that account for support problem incidents.
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114. List common vendor problems that account for support services problem incidents.
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115. List some common operating environment problems support specialists may encounter.
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Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
