While speaking with a customer on the telephone about a hardware problem, a technician realizes
that the call would be best handled by another department. After asking whether the customer can
be placed on hold and calling a technician in the other department, the technician introduces the
customer and the other technician before hanging up. This is an example of a:

A user reports that when trying to print a document nothing comes out of the printer and states
that the only printer in the printer dialog box is ‘Microsoft Office Document Image Writer.’ The
technician should understand that the problem is that the printer:

In an enterprise environment, a technician receives a telephone call from a user who is having
difficulty with a company laptop. The technician does not know how to resolve the problem. Which
of the following should the technician do?

To implement a strong password policy, a company should stipulate that passwords must:

Which of the following is an example of a possible social engineering attack?

A user is working with an application on a computer running Windows XP Home when a ‘Low
Virtual Memory’ error message appears. Which of the following actions could be taken to prevent
this error message in the future?

Which of the following can issue a Remote Assistance Invitation?

Which of the following utilities optimizes hard drive performance by scanning system file structure
for errors?

A technician using DHCP boots up a network computer, logs in and receives an error message
stating, ‘duplicate IP address found.’ The computer completes the login process. To resolve this
issue, the technician should run which of the following and then reboot the computer?

A user reports that the new scanner wont create a scanned image. The power light comes on and
the operating system identifies the scanner manufacturer and model correctly. Which of the
following may be the problem?