1.3. Describe the Problem Solving Process. 100-140 Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   What should be included in the documentation after resolving a support ticket?

   • AOnly the final solution, without details of the troubleshooting steps.
   • BThe technician's opinion about the user's technical skills.
   • CThe user's personal information and performance review.
   • DThe symptoms, probable cause, actions taken, and final outcome.
   Reveal Solution Discussion Select an answer first
2. 7expert · hard

   A user reports that their computer shuts down unexpectedly. You have gathered the following information: the shutdowns occur only when the computer is under heavy load, the event log shows a 'kernel-power' event, and the computer is a desktop with a 400W power supply. The user recently upgraded their graphics card. What is the most probable cause?

   • AThe operating system is corrupted.
   • BThe CPU is overheating due to dust.
   • CThe power supply is insufficient for the new graphics card.
   • DThe graphics card driver is outdated.
   Reveal Solution Discussion Select an answer first
4. 8application · medium

   A user reports that their laptop 'won't connect to the internet.' When you ask for details, they say email works but web pages won't load. Another user on the same network has the same issue. What is the most appropriate next step?

   • ACheck whether other users on the same network are also affected
   • BRestart the user's laptop and test again
   • CAsk the user to try a different browser or clear the cache
   • DReinstall the network adapter driver on the laptop
   Reveal Solution Discussion Select an answer first
5. 9application · medium

   You replaced a user's keyboard because keys were sticking, but the problem persists. What is the most appropriate next step?

   • AReinstall the operating system to rule out software issues.
   • BIgnore the issue because you already replaced the keyboard.
   • CReplace the keyboard again with a different model.
   • DGather more information about when the sticking occurs, such as during specific applications.
   Reveal Solution Discussion Select an answer first
6. 10application · medium

   After replacing a faulty network cable, you want to confirm that the user's internet connection is fully restored. What is the most appropriate way to observe the results?

   • ARun a ping test to the default gateway
   • BAsk the user to open a web page and send an email
   • CCheck that the link light on the network card is on
   • DConfirm that the cable is plugged in securely
   Reveal Solution Discussion Select an answer first