6.2. Use Appropriate Troubleshooting Tools to Research an Issue and Update Internal Documentation with Findings. 100-140 Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A user reports that their email client cannot connect to the corporate mail server after a password change. You check the internal knowledge base and find an article titled "Email Authentication Failures After Password Reset." What is the best way to use this article?

   • ASkim the article for keywords like "password" and "server" and then try the most common fix.
   • BFollow the article's steps exactly, assuming it applies to this case.
   • CUse the article only if the user's email client is the same as the one in the article.
   • DRead the article's symptoms and environment sections to confirm it matches, then follow the resolution steps.
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2. 12foundation · easy

   What does accountability mean when using AI to research an IT issue?

   • AThe AI provider is responsible for any mistakes.
   • BThe technician takes responsibility for verifying and applying AI suggestions.
   • CThe AI tool must be open-source.
   • DThe technician must always follow AI advice exactly.
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4. 13application · medium

   You are using a public AI chatbot to research a Windows update error. You copy the error message from the event log and paste it into the chat. The chatbot responds with a link to a suspicious website. What should you do?

   • AClick the link because the AI likely found a relevant solution.
   • BAsk the AI to explain why it gave that link before deciding.
   • CCopy the link and open it in a sandboxed browser to check its content.
   • DIgnore the link and search for the error message on Microsoft's official support site.
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5. 14application · medium

   You need to predict which employees are most likely to experience disk space issues based on historical usage data. Which type of AI tool would be most appropriate for this task?

   • AA search engine that finds articles about disk space management.
   • BA technical forum where you can ask other admins for their experience.
   • CA predictive AI model trained on historical disk usage patterns.
   • DA generative AI chatbot that can write a script to check disk usage.
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6. 15foundation · easy

   When evaluating a search result for a technical solution, which factor indicates the source is credible?

   • AThe page is from a well-known vendor or official documentation site.
   • BThe page has many comments from anonymous users.
   • CThe page is the first result on the search engine.
   • DThe page is written in an authoritative tone.
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