A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the service support center and requires a field technician to troubleshoot. The customer continues to demand service. Which of the following is the BEST course of action for the support center representative to take?
A. Inform the customer that the issue is not within the scope of this department.
B. Apologize to the customer and escalate the issue to a manager.
C. Ask the customer to explain the issue and then try to fix it independently.
D. Respond that the issue is something the customer should be able to fix.
Correct Answer: B
Apologizing to the customer and escalating the issue to a manager is the best course of action for the support center representative to take. This shows empathy and professionalism and allows the manager to handle the situation and provide the appropriate service or resolution for the customer.
Question 222:
A user calls the help desk to report that Windows installed updates on a laptop and rebooted overnight. When the laptop started up again, the touchpad was no longer working. The technician thinks the software that controls the touchpad might be the issue. Which of the following tools should the technician use to make adjustments?
A. eventvwr.msc
B. perfmon.msc
C. gpedic.msc
D. devmgmt.msc
Correct Answer: D
The technician should use devmgmt.msc tool to make adjustments for the touchpad issue after Windows installed updates on a laptop. Devmgmt.msc is a command that opens the Device Manager, which is a utility that allows users to view and manage the hardware devices and drivers installed on a computer. The technician can use the Device Manager to check the status, properties and compatibility of the touchpad device and its driver, and perform actions such as updating, uninstalling or reinstalling the driver, enabling or disabling the device, or scanning for hardware changes. Eventvwr.msc is a command that opens the Event Viewer, which is a utility that allows users to view and monitor the system logs and events. The Event Viewer may provide some information or clues about the touchpad issue, but it does not allow users to manage or troubleshoot the device or its driver directly. Perfmon.msc is a command that opens the Performance Monitor, which is a utility that allows users to measure and analyze the performance of the system
Question 223:
A technician is troubleshooting a PC that has been performing poorly. Looking at the Task Manager, the technician sees that CPU and memory resources seem fine, but disk throughput is at 100%.
Which of the following types of malware is the system MOST likely infected with?
A. Keylogger
B. Rootkit
C. Ransomware
D. Trojan
Correct Answer: C
Ransomware is a type of malware that encrypts the files on the victim's computer and demands a ransom for their decryption. Ransomware can cause high disk throughput by encrypting large amounts of data in a short time.
Question 224:
Which of the following default system tools can be used in macOS to allow the technician to view the screen simultaneously with the user?
A. Remote Assistance
B. Remote Desktop Protocol
C. Screen Sharing
D. Virtual Network Computing
Correct Answer: C
Screen Sharing is the default system tool that can be used in macOS to allow the technician to view the screen simultaneously with the user. Screen Sharing is a built-in app that lets users share their Mac screen with another Mac on the network. The user can enable screen sharing in the System Preferences > Sharing pane, and then allow other users to request or enter a password to access their screen. The technician can launch the Screen Sharing app from the Spotlight search or the Finder sidebar, and then enter the user's name, address, or Apple ID to connect to their screen. Remote Assistance is a Windows feature that allows users to invite someone to help them with a problem on their PC. Remote Desktop Protocol (RDP) is a protocol that allows users to connect to a remote computer over a network. Virtual Network Computing (VNC) is a technology that allows users to share their screen with other devices using a VNC viewer app. These are not default system tools in macOS, although they can be used with third-party software or settings. References: https://support.apple.com/guide/mac-help/share-the-screen-of-another-mac-mh14066/mac https://www.howtogeek.com/449239/how-to-share-your-macs-screen-with-another-mac/ https://support.microsoft.com/en-us/windows/solve-pc-problems-over-a-remote-connection-b077e31a-16f4-2529-1a47-21f6a9040bf3 https://docs.microsoft.com/en-us/windows-server/remote/remote-desktop-services/clients/remote-desktop-protocol
Question 225:
A systems administrator is creating a new document with a list of the websites that users are allowed to access. Which of the following types of documents is the administrator MOST likely creating?
A. Access control list
B. Acceptable use policy
C. Incident report
D. Standard operating procedure
Correct Answer: A
An access control list (ACL) is a list of permissions associated with a system resource (object), such as a website. An ACL specifies which users or system processes are granted access to objects, as well as what operations are allowed on
given objects. A systems administrator can create an ACL to define the list of websites that users are allowed to access.
A Windows user recently replaced a computer The user can access the public internet on the computer; however, an internal site at https7/companyintranet.com:8888 is no longer loading. Which of the following should a technician adjust to resolve the issue?
A. Default gateway settings
B. DHCP settings
C. IP address settings
D. Firewall settings
E. Antivirus settings
Correct Answer: D
The technician should adjust the firewall settings to resolve the issue of not being able to access an internal site at https://companyintranet.com:8888. The firewall settings control how the firewall filters and allows network traffic based on rules and policies. The firewall settings may be blocking or preventing the access to the internal site by mistake or by default, especially if the site uses a non-standard port number such as 8888. The technician should check and modify the firewall settings to allow the access to the internal site or its port number. Default gateway settings determine how a computer connects to other networks or the internet. Default gateway settings are not likely to cause the issue of not being able to access an internal site if the user can access the public internet. DHCP settings determine how a computer obtains its IP address and other network configuration parameters automatically from a DHCP server. DHCP settings are not likely to cause the issue of not being able to access an internal site if the user can access other network resources. IP address settings determine how a computer identifies itself and communicates with other devices on a network. IP address settings are not likely to cause the issue of not being able to access an internal site if the user can access other network resources. Antivirus settings control how the antivirus software scans and protects the computer from malware and threats. Antivirus settings are less likely to cause the issue of not being able to access an internal site than firewall settings, unless the antivirus software has its own firewall feature that may interfere with the network traffic. References: CompTIA A+ Core 2 (220-1002) Certification Exam Objectives Version 4.0, Domain 1.6
Question 227:
Which of the following only has a web browser interface?
A. Linux
B. Microsoft Windows
C. iOS
D. Chromium
Correct Answer: D
Chromium is an operating system that only has a web browser interface. Chromium is an open-source project that provides the source code and framework for Chrome OS, which is a Linux-based operating system developed by Google. Chromium and Chrome OS are designed to run web applications and cloud services through the Chrome web browser, which is the only user interface available on the system. Chromium and Chrome OS are mainly used on devices such as Chromebooks, Chromeboxes and Chromebits. Linux is an operating system that does not only have a web browser interface but also a graphical user interface and a command-line interface. Linux is an open-source and customizable operating system that can run various applications and services on different devices and platforms. Linux can also support different web browsers, such as Firefox, Opera and Chromium. Microsoft Windows is an operating system that does not only have a web browser interface but also a graphical user interface and a command-line interface. Microsoft Windows is a proprietary and popular operating system that can run various applications and services on different devices and platforms. Microsoft Windows can also support different web browsers, such as Edge, Internet Explorer and Chrome. iOS is an operating system that does not only have a web browser interface but also a graphical user interface and a voice-based interface. iOS is a proprietary and mobile operating system developed by Apple that can run various applications and services on devices such as iPhone, iPad and iPod Touch. iOS can also support different web browsers, such as Safari, Firefox and Chrome.
A user receives an error message from an online banking site that states the following:
Your connection is not private. Authority invalid.
Which of the following actions should the user take NEXT?
A. Proceed to the site.
B. Use a different browser.
C. Report the error to the bank.
D. Reinstall the browser.
Correct Answer: C
The error message "Your connection is not private. Authority invalid." means that the web browser cannot verify the identity or security of the website's SSL certificate. This could indicate that the website has been compromised, has a configuration error, or has an expired or invalid certificate. The user should not proceed to the site or use a different browser, as this could expose their sensitive information to potential attackers. The user should also not reinstall the browser, as this is unlikely to fix the error and could cause data loss. The best action for the user to take is to report the error to the bank and wait for them to resolve it. References: : How to Fix "Your Connection Is Not Private" Errors (https:// www.howtogeek.com/874436/how-to-fix-your-connection-is-not-private-errors/) : Fix connection errors (https://support.google.com/chrome/answer/6098869?hl=en)
Question 229:
A technician needs to manually set an IP address on a computer that is running macOS. Which of the following commands should the technician use?
A. ipconfig
B. ifconfig
C. arpa
D. ping
Correct Answer: B
ifconfig is a command-line utility that allows you to configure network interfaces on macOS and other Unix-like systems1. To set an IP address using ifconfig, you need to know the name of the network interface you want to configure (such as en0 or en1), and the IP address you want to assign (such as 192.168.0.150). You also need to use sudo to run the command with administrative privileges2. The syntax of the command is: sudo ifconfig interface address For example, to set the IP address of en1 to 192.168.0.150, you would type: sudo ifconfig en1 192.168.0.150 You may also need to specify other parameters such as subnet mask, gateway, or DNS servers, depending on your network configuration3. The other commands are not directly related to setting an IP address on macOS. ipconfig is a similar command for Windows systems4, arpa is a domain name used for reverse DNS lookup, and ping is a command for testing network connectivity.
Question 230:
Which of the following is used as a password manager in the macOS?
A. Terminal
B. FileVault
C. Privacy
D. Keychain
Correct Answer: D
Keychain is a feature of macOS that securely stores passwords, account numbers, and other confidential information for your Mac, apps, servers, and websites. You can use the Keychain Access app on your Mac to view and manage your keychains and the items stored in them. Keychain can also sync your passwords and other secure information across your devices using iCloud Keychain. Keychain can be used as a password manager in macOS to help you keep track of and protect your passwords. References: Manage passwords using keychains on Mac (https://support.apple.com/guide/mac-help/use-keychains-to-store-passwords-mchlf375f392/mac)
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