单选题A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?（）A Agree with the user’s complaintsB Clarify the user’s statementsC Minimize the user’s crit

第1题：

A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?（）

• A、Agree with the user’s complaints
• B、Clarify the user’s statements
• C、Minimize the user’s criticism
• D、Shadow the other technician on the next repair

第2题：

Bob, a technician, needs to backup a user’s local My Documents on a Windows XP workstation.Which of the following is the QUICKEST way to the user’s folder?（）

• A、Browse to the root, Documents and Settings, user’s name, and then My Documents
• B、Browse to the root, Users, Documents and Settings, user’s name, and then My Documents
• C、Type %system% into the run box
• D、Type %temp% into the run box, My Documents, and then user’s name

第3题：

第4题：

A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）

• A、“It is a message that informs the technician of what hardware needs to be replaced.”
• B、“A bluescreen message is just another name for an error.”
• C、“It provides the technician with more information about the problem.”
• D、“It is a complex message that is very difficult to explain to those who are not familiar with computers.”

第5题：

A user attempts to login to a bookmarked site but is prompted for their social security number,mother’s maiden name and date of birth. Which of the following has MOST likely happened?（）

• A、The website has updated the security policies.
• B、The user’s identity has been stolen.
• C、The browser has been hijacked.
• D、The user typed the website address incorrectly.

第6题：

A virus has been removed from the user’s machine, but the user still cannot access the Internet.Which of the following should the technician check NEXT?（）

• A、Disable port forwarding on the router.
• B、Reboot to Safe Mode and see if the Internet is accessible.
• C、Format the machine and reinstall the OS.
• D、Check the web browser’s proxy settings.

第7题：

A technician needs to use Remote Assistance with a user. The user is asked to use an email application to send the technician an invitation to remotely access the user’s computer. The email application has not been configured in the user’s computer.  Which of the following would be another way for the user to send the Remote Assistance invitation？ （）

• A、Configuring the Windows Firewall exceptions.
• B、Using Windows Messenger.
• C、Configuring My Network Places.
• D、Using Internet Explorer.

第8题：

A technician replaces a user’s 15 inch LCD with a 20 inch LCD. Later, the user informs thetechnician that icons are very large and the text on the monitor is fuzzy and distorted. Which of the following is MOST likely the cause?（）

• A、The contrast setting needs to be raised from the default.
• B、The monitor firmware was not updated.
• C、The new monitor has a different native resolution.
• D、The monitor needs to be degaussed to clarify the picture.

第9题：

A technician has identified prohibited content on a user’s hard drive. Which of the following should be done NEXT?（）

• A、Warn the user
• B、Report through proper channels
• C、Wipe the drive
• D、Give the computer back to the user

第10题：

Which of the following tools would a technician use to map a drive to a user’s machine?（）

• A、SSH
• B、NETUSE
• C、NETSTAT
• D、SSL