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单选题
A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?（）
A
Agree with the user’s complaints
B
Clarify the user’s statements
C
Minimize the user’s criticism
D
Shadow the other technician on the next repair
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A technician has identified prohibited content on a user’s hard drive. Which of the following should be done NEXT?()
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A technician replaces a user’s 15 inch LCD with a 20 inch LCD. Later, the user informs thetechnician that icons are very large and the text on the monitor is fuzzy and distorted. Which of the following is MOST likely the cause?（）A、The contrast setting needs to be raised from the default.B、The monitor firmware was not updated.C、The new monitor has a different native resolution.D、The monitor needs to be degaussed to clarify the picture.
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A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?（）A、Agree with the user’s complaintsB、Clarify the user’s statementsC、Minimize the user’s criticismD、Shadow the other technician on the next repair
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A virus has been removed from the user’s machine, but the user still cannot access the Internet.Which of the following should the technician check NEXT?（）A、Disable port forwarding on the router.B、Reboot to Safe Mode and see if the Internet is accessible.C、Format the machine and reinstall the OS.D、Check the web browser’s proxy settings.
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Bob, a technician, needs to backup a user’s local My Documents on a Windows XP workstation.Which of the following is the QUICKEST way to the user’s folder?（）A、Browse to the root, Documents and Settings, user’s name, and then My DocumentsB、Browse to the root, Users, Documents and Settings, user’s name, and then My DocumentsC、Type %system% into the run boxD、Type %temp% into the run box, My Documents, and then user’s name
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A technician needs to use Remote Assistance with a user. The user is asked to use an email application to send the technician an invitation to remotely access the user’s computer. The email application has not been configured in the user’s computer. Which of the following would be another way for the user to send the Remote Assistance invitation？ （）A、Configuring the Windows Firewall exceptions.B、Using Windows Messenger.C、Configuring My Network Places.D、Using Internet Explorer.
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A user attempts to login to a bookmarked site but is prompted for their social security number,mother’s maiden name and date of birth. Which of the following has MOST likely happened?（）A、The website has updated the security policies.B、The user’s identity has been stolen.C、The browser has been hijacked.D、The user typed the website address incorrectly.
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A technician has identified prohibited content on a user’s hard drive. Which of the following should be done NEXT?（）A、Warn the userB、Report through proper channelsC、Wipe the driveD、Give the computer back to the user
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A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）A、“It is a message that informs the technician of what hardware needs to be replaced.”B、“A bluescreen message is just another name for an error.”C、“It provides the technician with more information about the problem.”D、“It is a complex message that is very difficult to explain to those who are not familiar with computers.”
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Which of the following tools would a technician use to map a drive to a user’s machine?（）A、SSHB、NETUSEC、NETSTATD、SSL
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A user reports that their hard drive has failed and needs to be replaced. Which of the following should the technician do FIRST?（）A、Run the hard disk manufacturer’s diagnostic programB、Re-image the driveC、Replace the hard drive and load WindowsD、Ask the user diagnostic questions
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The technician is moving a user’s files from a Windows XP PC to a Windows Vista PC. Which of the following directories corresponds to each operating system?（）A、c:/users/user1/documents to c:/users/user1/documentsB、c:/documents and settings/user1/my documents to c:/users/user1/documentsC、c:/documents and settings/user1/my documents to c:/documents and settings/user1/my documentsD、c:/users/user1/my documents to c:/users/user1/documents
考题
A user states that a networked printer is not working today, but yesterday the printer worked fine. The technician checks the user’s print queue and sees several jobs in the queue. The queue is flushed, restarted, and the user is still having the same issue. Which of the following should be verified NEXT on the printer? （）A、That the WEP key is disabledB、That the fuser is not faultyC、That the IP is staticD、That the buffer is not overloaded
考题
单选题A user states that a networked printer is not working today, but yesterday the printer worked fine. The technician checks the user’s print queue and sees several jobs in the queue. The queue is flushed, restarted, and the user is still having the same issue. Which of the following should be verified NEXT on the printer? （）A
That the WEP key is disabledB
That the fuser is not faultyC
That the IP is staticD
That the buffer is not overloaded
考题
单选题Which of the following is the BEST way to make sure the network printer is automatically installed when the user logs on？（）A
Log onto the user’s computer as a local administrator and install the printer.B
Make sure the user has permission to print to the printer.C
Create and implement a logon script.D
After the user has logged on， install the printer.
考题
单选题A virus has been removed from the user’s machine, but the user still cannot access the Internet.Which of the following should the technician check NEXT?（）A
Disable port forwarding on the router.B
Reboot to Safe Mode and see if the Internet is accessible.C
Format the machine and reinstall the OS.D
Check the web browser’s proxy settings.
考题
单选题Bob, a technician, needs to backup a user’s local My Documents on a Windows XP workstation.Which of the following is the QUICKEST way to the user’s folder?（）A
Browse to the root, Documents and Settings, user’s name, and then My DocumentsB
Browse to the root, Users, Documents and Settings, user’s name, and then My DocumentsC
Type %system% into the run boxD
Type %temp% into the run box, My Documents, and then user’s name
考题
单选题A user attempts to login to a bookmarked site but is prompted for their social security number,mother’s maiden name and date of birth. Which of the following has MOST likely happened?（）A
The website has updated the security policies.B
The user’s identity has been stolen.C
The browser has been hijacked.D
The user typed the website address incorrectly.
考题
单选题A user requests access to a new file share.The administrator adds the user to the group with the appropriate access.The user is still unable to access the share.Which of the following actions should the administrator do to resolve the permissions issue？（）A
Request the user to logoff and log back on.B
Add the user as an administrator on their local machine.C
Add the user as an administrator on the server.D
Run an ipconfig /renew on the user’s machine.
考题
单选题Your company has an Exchange Server 2010 organization. A user named User1 is configured as a Delegate for a user named User2. You need to ensure that User1 can add User2 in the From field when sending email messages. Messages that contain User2 in the From field must display User2 as the message sender when recipients receive the messages. What should you do（）？A
Remove User1 as a delegate， and then grant User1 Send As permissions to User2¯s mailboxB
Remove User1 as a delegate， and then grant User1 Send on Behalf permissions to User2¯s mailboxC
Create a Sharing policy， and then grant User1 Modify permissions to User2¯s mailboxD
Create a Sharing policy， and then grant User1 Full Mailbox permissions to User2¯s mailbox
考题
单选题Which of the following tools would a technician use to map a drive to a user’s machine?（）A
SSHB
NETUSEC
NETSTATD
SSL
考题
单选题A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）A
“It is a message that informs the technician of what hardware needs to be replaced.”B
“A bluescreen message is just another name for an error.”C
“It provides the technician with more information about the problem.”D
“It is a complex message that is very difficult to explain to those who are not familiar with computers.”
考题
单选题The technician is moving a user’s files from a Windows XP PC to a Windows Vista PC. Which of the following directories corresponds to each operating system?（）A
c:/users/user1/documents to c:/users/user1/documentsB
c:/documents and settings/user1/my documents to c:/users/user1/documentsC
c:/documents and settings/user1/my documents to c:/documents and settings/user1/my documentsD
c:/users/user1/my documents to c:/users/user1/documents
考题
单选题A user is unable to access the company website on a laptop. A network technician verifies that theuser can access other Internet pages. According to network troubleshooting methodology, which of the following steps should be taken NEXT?（）A
Remotely connect to the user's laptop and review the network configuration settingsB
Ping the web server from inside the network to ensure it is still up and running.C
Check to make sure the company's website is accessible from the Internet.D
Ensure the Ethernet cable is securely plugged into the user's laptop
考题
单选题A technician has identified prohibited content on a user’s hard drive. Which of the following should be done NEXT?（）A
Warn the userB
Report through proper channelsC
Wipe the driveD
Give the computer back to the user
考题
单选题A user reports that their hard drive has failed and needs to be replaced. Which of the following should the technician do FIRST?（）A
Run the hard disk manufacturer’s diagnostic programB
Re-image the driveC
Replace the hard drive and load WindowsD
Ask the user diagnostic questions
考题
单选题A technician needs to use Remote Assistance with a user. The user is asked to use an email application to send the technician an invitation to remotely access the user’s computer. The email application has not been configured in the user’s computer. Which of the following would be another way for the user to send the Remote Assistance invitation？ （）A
Configuring the Windows Firewall exceptions.B
Using Windows Messenger.C
Configuring My Network Places.D
Using Internet Explorer.
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