The 100 multiple-choice questions provided here help you to determine how prepared you are for the actual exam and which topics you need to review further. Write down your answers on a separate sheet of paper so that you can take this exam again if necessary. Compare your answers against the answer key that follows this exam.
1. You are helping a customer with an Internet connectivity problem. The customer tells you that the computer cannot connect to a favorite website. After quickly analyzing the computer, you note that it cannot connect to any websites. What should you do next?
❍ A. Identify the problem.
❍ B. Establish a theory of probable cause.
❍ C. Test your theory to determine cause.
❍ D. Establish a ...