Question 21
A call center technician has asked a customer to perform a simple operation to fix a problem on a computer. The customer seems unable to perform the task. What should the technician do?
- Tell the customer that another technician will explain the task.
- Determine whether the customer would prefer to receive the instructions in another form, such as emailed, illustrated written instructions.
- Explain to the customer that it is a simple task and ask the customer to try it again.
- Ask the customer to find someone with more experience to perform the task.
Question 22
An IT technician is troubleshooting a file error on an employee laptop. While working in the system files directory, the technician notices that the User Account Control (UAC) box appears requesting a password. What should the IT technician do next?
- Call the employee and apologize for the delay in repairs and request the administrator password over the phone.
- Call the employee and ask the employee to come to the IT department to enter the necessary credentials.
- Shutdown the laptop, boot it from a bootable CD/USB, and modify the system files to complete the repair.
- Shutdown the laptop and email the employee with a request for the administrator account password of the supervisor.
