CompTIA A+® Certification All-In-One For Dummies®, 2nd Edition

2.5. Answers

1. B. Respecting client property is part of good communication skills, not the troubleshooting process. See "The basic troubleshooting process".

2. C. The best source for finding out what the symptoms are, and a description of what appears to wrong with the computer, is directly from the user. Review "Identifying the problem".

3. A. The user should be questioned about changes that have been recently made to the computer. In some cases a user may not know or may not want to tell you. Check out "Identifying the problem".

4. A, C. Before applying any changes to the system, relevant files and settings should be backed up so that the changes can be reversed or critical files can be restored if anything goes wrong. You should apply only one change at a time so that you will know what change actually resolved the problem. Although testing related components is part of the overall troubleshooting process, it does not necessarily apply to making configuration changes. You should not discount the obvious. Peruse "The basic troubleshooting process".

5. D. When looking for an answer related to a vendor's product, you might find some information on a competitor's knowledge base, but this is not typically going to be a good source of reference for you. Take a look at "Documentation resources".

6. B. Having a positive attitude is part of professional behavior and not a communication skill. Peek at "Professionalism and Communication".