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質問 1：
A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:
A. tell the customer the issue needs to be escalated to a higher tier technician.
B. ask the customer to please hold while a senior technician is consulted regarding the issue.
C. ask the customer if they would mind holding for no more than two minutes to check resources.
D. tell the customer this is the first time encountering the issue and to please be patient.
正解：C
質問 2：
A user prefers an external monitor, mouse, and keyboard for a laptop. The user does not want to use the built-in screen; however, when the laptop lid is closed, it goes into sleep mode. Which of the following Control Panel items can be used to disable this feature?
A. Display Settings
B. Power Options
C. System
D. Action Center
正解：B
質問 3：
An administrator is in a Remote Assistance session, sharing a user's desktop. While trying to map a shared network drive for the user, an "access denied" error is encountered while using the user's credentials. Which of the following should be the administrator's NEXT step?
A. Open the location with administrator privileges
B. Use the fully qualified domain name of the share
C. Ensure the user's account is not locked out
D. Try mapping with a different drive letter
正解：A
質問 4：
A technician is instructed to configure a new workstation to boot the OS from the network.
The technician must enable which of the following FIRST?
A. UPNP
B. PXE
C. WOL
D. WiFi
正解：B
質問 5：
A user reports the cursor jumps around when typing in documents on a new laptop. Which of the following is MOST likely causing the issue?
A. Screen calibration
B. Incompatible software
C. Unsigned hardware
D. Touchpad settings
正解：D
質問 6：
Which of the following features is being used when a smartphone is used to purchase a product at a retail kiosk?
A. NFC
B. Bluetooth
C. Virtual assistant
D. SDK
正解：A
質問 7：
A user is noticing fine black particles on printouts and in the printer itself. Which of the following tools is recommended to fix this issue?
A. Moist towel
B. Denatured alcohol
C. Toner vacuum
D. Compressed air
正解：C
質問 8：
A user needs their email set up on their iOS device. The email needs to synchronize all changes made with the server and the PC. Which of the following would the technician use to accomplish this?
A. SMNP
B. SMTP
C. POP3
D. IMAP
正解：D
A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:
A. tell the customer the issue needs to be escalated to a higher tier technician.
B. ask the customer to please hold while a senior technician is consulted regarding the issue.
C. ask the customer if they would mind holding for no more than two minutes to check resources.
D. tell the customer this is the first time encountering the issue and to please be patient.
正解：C
質問 2：
A user prefers an external monitor, mouse, and keyboard for a laptop. The user does not want to use the built-in screen; however, when the laptop lid is closed, it goes into sleep mode. Which of the following Control Panel items can be used to disable this feature?
A. Display Settings
B. Power Options
C. System
D. Action Center
正解：B
質問 3：
An administrator is in a Remote Assistance session, sharing a user's desktop. While trying to map a shared network drive for the user, an "access denied" error is encountered while using the user's credentials. Which of the following should be the administrator's NEXT step?
A. Open the location with administrator privileges
B. Use the fully qualified domain name of the share
C. Ensure the user's account is not locked out
D. Try mapping with a different drive letter
正解：A
質問 4：
A technician is instructed to configure a new workstation to boot the OS from the network.
The technician must enable which of the following FIRST?
A. UPNP
B. PXE
C. WOL
D. WiFi
正解：B
質問 5：
A user reports the cursor jumps around when typing in documents on a new laptop. Which of the following is MOST likely causing the issue?
A. Screen calibration
B. Incompatible software
C. Unsigned hardware
D. Touchpad settings
正解：D
質問 6：
Which of the following features is being used when a smartphone is used to purchase a product at a retail kiosk?
A. NFC
B. Bluetooth
C. Virtual assistant
D. SDK
正解：A
質問 7：
A user is noticing fine black particles on printouts and in the printer itself. Which of the following tools is recommended to fix this issue?
A. Moist towel
B. Denatured alcohol
C. Toner vacuum
D. Compressed air
正解：C
質問 8：
A user needs their email set up on their iOS device. The email needs to synchronize all changes made with the server and the PC. Which of the following would the technician use to accomplish this?
A. SMNP
B. SMTP
C. POP3
D. IMAP
正解：D
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