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

2.4. Prep Test

1. Which of the following is not a step in the basic troubleshooting process?

   1. ^ Document findings

   2. ^ Respect client property

   3. ^ Evaluate results

   4. ^ Identify the problem

2. Where should you go/what should you do to get a complete list of problem symptoms?

   1. ^ Product documentation

   2. ^ Internet search engines

   3. ^ Question the user

   4. ^ Analyze the problem

3. Which of the following should you find out when questioning the user?

   1. ^ Recent changes to the computer

   2. ^ The last time the computer was shut down

   3. ^ How the computer is connected to the building electrical system

   4. ^ The location of resources to document your outcomes

4. When making configuration changes during the troubleshooting process, what practices should be followed? Choose all that apply.

   1. ^ Apply one configuration change at a time

   2. ^ Discount the obvious

   3. ^ Back up any settings or files that you need to change

   4. ^ Test related components

5. When looking for information related to the problem, which of the following is not considered to be a good source?

   1. ^ Vendor manuals

   2. ^ Service documentation

   3. ^ Internet Web pages related to the product

   4. ^ Competitive knowledge base

6. Which of the following is not a good communication skill?

   1. ^ Let the customer talk; don't interrupt

   2. ^ Have a positive attitude

   3. ^ Make concise statements

   4. ^ Avoid jargon