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質問 1：
A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been escalated?
A. Tell customer that patience will be needed
B. Communicate status with customer and ensure successful call transfer
C. Remain on the line until the issue is resolved
D. Inform the customer that the issue cannot be resolved at this level
正解：B
質問 2：
Which of the following techniques involves using common words or phrases in an attempt to crack a password?
A. Dictionary attack
B. Password guessing
C. Rainbow tables
D. Brute force
正解：A
質問 3：
Prior to installing a new driver update, a technician wants to create a restore point on a Windows 7 desktop.
Which of the following interfaces will display the option to create a restore point?
A. The System Protection tab
B. The Advanced tab under System Properties
C. The Backup and Restore option
D. The Windows Update option
正解：A
質問 4：
Which of the following will help to protect an organization from further data exposure AFTER a list of user passwords has already been leaked due to policy breach? (Select TWO).
A. Restrict user permissions
B. Use multi-factor authentication
C. Require strong passwords
D. Educate end users
E. Enable file encryption
正解：B,D
質問 5：
A technician is implementing multifactor authentication for a high-security organization. Which of the following physical security technologies should the technician propose for implementation? (Select two.)
A. Mantraps
B. Privacy filters
C. Smart cards
D. Strong passwords
E. Cable locks
F. Fingerprint reader
正解：C,F
質問 6：
A technician has cleaned a virus infection off of a PC using corporate approved software. After a short period of time, the infection returned. Updated virus signatures have also detected the presence of a rootkit. Which of the following would be the BEST course of action to resolve the issue?
A. Install a second antivirus suite and run both antivirus products concurrently.
B. Reformat the hard drive and reload the operation system and applications
C. Back up the client's data and scan it for infections on a known-working PC.
D. Run a System Restore to a time before the first infection was cleaned.
正解：D
A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been escalated?
A. Tell customer that patience will be needed
B. Communicate status with customer and ensure successful call transfer
C. Remain on the line until the issue is resolved
D. Inform the customer that the issue cannot be resolved at this level
正解：B
質問 2：
Which of the following techniques involves using common words or phrases in an attempt to crack a password?
A. Dictionary attack
B. Password guessing
C. Rainbow tables
D. Brute force
正解：A
質問 3：
Prior to installing a new driver update, a technician wants to create a restore point on a Windows 7 desktop.
Which of the following interfaces will display the option to create a restore point?
A. The System Protection tab
B. The Advanced tab under System Properties
C. The Backup and Restore option
D. The Windows Update option
正解：A
質問 4：
Which of the following will help to protect an organization from further data exposure AFTER a list of user passwords has already been leaked due to policy breach? (Select TWO).
A. Restrict user permissions
B. Use multi-factor authentication
C. Require strong passwords
D. Educate end users
E. Enable file encryption
正解：B,D
質問 5：
A technician is implementing multifactor authentication for a high-security organization. Which of the following physical security technologies should the technician propose for implementation? (Select two.)
A. Mantraps
B. Privacy filters
C. Smart cards
D. Strong passwords
E. Cable locks
F. Fingerprint reader
正解：C,F
質問 6：
A technician has cleaned a virus infection off of a PC using corporate approved software. After a short period of time, the infection returned. Updated virus signatures have also detected the presence of a rootkit. Which of the following would be the BEST course of action to resolve the issue?
A. Install a second antivirus suite and run both antivirus products concurrently.
B. Reformat the hard drive and reload the operation system and applications
C. Back up the client's data and scan it for infections on a known-working PC.
D. Run a System Restore to a time before the first infection was cleaned.
正解：D
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