Information Essentials Quiz! Ultimate Test

Volatile data refers to data that is stored temporarily in RAM (Random Access Memory) and is constantly changing. This data includes processes, network connections, open files, and other system information. When power is removed from the computer, the data in transit between RAM and the CPU is lost because RAM requires power to maintain its contents. On the other hand, data stored on internal or external drives, as well as data stored on magnetic disks, is non-volatile and will not be lost when power is removed.

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Asking the customer to do obvious or unnecessary steps would likely cause an upset customer to become more upset. This is because it can be frustrating and time-consuming for the customer to perform tasks that are unnecessary or that they have already tried. It can make them feel like their time is being wasted and that the support representative is not understanding or addressing their issue effectively. This can escalate their frustration and lead to increased dissatisfaction with the customer support experience.

The technician is expected to keep the customer's private information confidential. This means that the technician should not share or disclose the information to anyone else, including the manager or any other parties. Keeping the information confidential is important to maintain the customer's privacy and trust.

A level one technician should gather details of any recent changes to the computer in order to identify any potential causes or conflicts related to recent updates or installations. They should also gather a description of the problem to understand the specific issue the customer is facing. Additionally, contact information is necessary to ensure effective communication and follow-up with the customer.

Netiquette refers to a certain set of general rules that apply to written communication over the Internet. It is a combination of the words "Internet" and "etiquette," emphasizing the importance of polite and respectful behavior in online interactions. Netiquette guides individuals on how to communicate effectively, avoid misunderstandings, and maintain a positive online environment. It covers aspects such as proper language usage, avoiding spam, respecting privacy, and being mindful of others' feelings. Netiquette helps foster a sense of community and promotes healthy online interactions.

When drivers, applications, or operating systems need to be installed, it may require a higher level of technical expertise and access to administrative privileges. Level two technicians typically have more advanced knowledge and skills in installing and configuring software components. Therefore, escalating the problem to a level two technician ensures that the installation process is handled correctly and efficiently.

Solid state drives and hard disk drives are the two data storage locations that contain persistent data that can be used by computer forensics specialists. Both of these storage devices retain data even when the computer is powered off, making them valuable sources of evidence for forensic investigations. CPU registers, RAM, and cache, on the other hand, are volatile storage locations that do not retain data once the power is turned off, making them less useful for forensic analysis.

The highest priority for a support desk call would be given when the company cannot operate due to a system failure. This situation indicates that the entire company's operations are impacted and immediate resolution is necessary to restore functionality. Operating system errors, login issues, application enhancement requests, and RAM memory upgrade requests may be important but do not have the same level of urgency as a system failure that hinders the entire company's operations.

The technician should allow the customer to speak without interruption and then try to use closed-ended questions to gather data. This approach shows respect for the customer's need to talk and allows them to provide all the necessary information. Using closed-ended questions helps to gather specific information efficiently and keeps the conversation focused.

Two examples of displaying professional communication skills while talking to a customer are clarifying what customers say after they have finished their explanations and the use of active listening, with occasional interjections such as "I see" or "I understand". Clarifying what customers say after they have finished their explanations shows that you are actively engaged in the conversation and are making sure you fully understand their needs. Using active listening techniques, such as interjections, demonstrates empathy and shows the customer that you are paying attention to their concerns.

A properly and carefully documented chain of custody in computer forensics helps prevent evidence tampering. This is because the chain of custody establishes a clear record of who has had access to the evidence and when, ensuring that it remains intact and unaltered throughout the investigation process. By documenting the movement and handling of the evidence, it becomes easier to identify any unauthorized modifications or tampering attempts, thus maintaining the integrity and reliability of the evidence for legal proceedings.

The level one technician should replace all passwords in the file before emailing it to the level two technician and then provide the passwords through a secure method if necessary. This ensures that sensitive information is protected and prevents unauthorized access to the file.

The two rules that pertain to the general daily activities of employees in a call center environment are: 1) The technician should contact the customer if the technician is going to be late for a follow-up appointment, to ensure proper communication and maintain customer satisfaction. 2) The technician should be sure to treat all customers equally, emphasizing the importance of providing fair and unbiased service to all customers, regardless of personal preferences or opinions. These rules highlight the importance of professionalism, effective communication, and customer-centric approach in a call center environment.

If illegal content, such as child pornography, is discovered on a customer's computer, the technician should take two actions. Firstly, they should contact a first responder, such as the local law enforcement agency, to report the illegal content and seek their guidance on further steps to be taken. Secondly, the technician should document as much information as possible about the content, including file names, locations, and any other relevant details. This documentation will be crucial for the authorities' investigation and prosecution process. Removing and destroying the hard drive is not recommended as it may interfere with the investigation and tamper with evidence.

Cyber law refers to the collection of international, country, and local laws that affect computer security professionals. This includes laws related to computer crimes, data protection, privacy, intellectual property, and other legal issues that arise in the context of cyberspace. It is important for computer security professionals to be aware of and comply with these laws in order to ensure the legal and ethical use of technology and protect against cyber threats.

The technician can establish a good rapport with the customer by allowing them to speak without interruption. This shows that the technician values the customer's input and wants to fully understand their problem. Additionally, referring to the customer by name whenever possible adds a personal touch to the conversation and helps create a friendly and personalized interaction.

Level two technicians usually respond to the "down calls" as they may be able to resolve them faster. This implies that level two technicians have a higher level of expertise and experience, allowing them to handle urgent issues efficiently. Additionally, level two technicians are usually more knowledgeable about technology than level one technicians. This suggests that level two technicians possess a deeper understanding of complex technical problems and are equipped to provide advanced troubleshooting and support.

After receiving an escalated work order from a level one technician, a level two technician should immediately call the customer back to ask any additional questions and resolve the problem. This step is important as it allows the level two technician to gather more information about the issue directly from the customer, which can help in understanding the problem better and finding an appropriate solution. By directly contacting the customer, the level two technician can provide prompt support and ensure customer satisfaction.

To prove a chain of custody in computer forensics, proper documentation procedures are required. This involves maintaining a detailed record of the handling, storage, and transfer of evidence. It ensures that the evidence remains intact and uncontaminated, and that there is a clear and documented trail of custody from the time it is collected until it is presented in court. This documentation is crucial in establishing the authenticity and reliability of the evidence, and to demonstrate that it has not been tampered with or compromised.

The correct way to conduct a telephone call to troubleshoot a computer problem is to maintain professional behavior at all times. This means being polite, patient, and respectful towards the customer. It is important to listen actively to the customer's problem, ask relevant questions to gather information, and provide clear explanations of each step in the troubleshooting process. By maintaining professional behavior, the technician can create a positive and productive environment for resolving the computer problem efficiently.

An SLA, or Service Level Agreement, typically includes two main sections: supported equipment and software, and time of service availability. The supported equipment and software section outlines the specific devices, systems, or software that the service provider will support and maintain. This helps establish the scope of services provided. The time of service availability section specifies the hours or timeframes during which the service provider will be available to provide support or assistance. This ensures that both parties have a clear understanding of when the service can be accessed.