All Weeks Technical Support Fundamentals Quiz Answers
Table of Contents
Technical Support Fundamentals Module 01 Practice Quiz Answers
Quiz 01: Binary Quiz
Q1. Which of these is a valid byte? Check all that apply.
- 11011011
- 00000000
- 11100
- 10022011
Q2. How many possible values can we have with 8 bits?
- 127
- 8
- 256
- 1 byte
Q3. Why did UTF-8 replace the ASCII character-encoding standard?
- UTF-8 only uses 128 values.
- ASCII can represent emoji.
- UTF-8 can store a character in more than one byte.
- ASCII can store a character in more than one byte.
Q4. What is the highest decimal value we can represent with a byte?
- 255
- 256
- 2
- Any number
Q5. The binary value of the ASCII letter “c” is 0110 0011. Using the handy chart that we learned in the lesson, convert this number to its decimal value. You’ll need to use some math for this question.
- 99
- 123
- 45
- 100
Quiz 02: Computer Architecture
Q1. What are the four layers of computer architecture?
- Hardware, Windows, Software, User
- Computer, Operating System, Software, User
- Binary, Hardware, Operating System, Software
- Hardware, Operating System, Software, User
Q2. Write a paragraph on examples of abstraction that you encounter in your day-to-day life. For example, driving a car is an example of abstraction, you don’t need to understand how a car works underneath the hood in order to drive one.
Compiler is an example of abstraction, you don't need to understand how they convert your source code to a machine language.
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Technical Support Fundamentals Module 02 Practice Quiz Answers
Quiz 01: The Modern Computer Quiz Answers
Q1. Where does the CPU store its computations?
- Binary
- Registers
- Processor
- External Data Bus
Q2. Which mechanisms do we use to transport binary data and memory addresses? Check all that apply.
- Address Bus
- The External Data Bus
- School Bus
- DBus
Quiz 02: Components Quiz:
Q1. What characteristics distinguish a Solid State Drive from a Hard Disk Drive? Check all that apply.
- Uses Disk Platters
- Non-moving parts
- Smaller form factor
- High RPMs
Q2. True or false: If you plug in a 220v appliance into a 120v outlet, the appliance could get damaged.
- True
- False
Q3. How long will it take to transfer a file size of 1GB on a USB 2.0 and a USB 3.0 drive?
- ~17 seconds on a USB 2.0 drive; ~.02 seconds on a USB 3.0 drive
- ~20 seconds on a USB 2.0 drive; ~2 seconds on a USB 3.0 drive
- ~ 17 seconds on a USB 2.0 drive; ~2 seconds on a USB 3.0 drive
- 8 ~ 20 seconds on a USB 2.0 drive; ~.02 seconds on a USB 3.0 drive
Q4. Which of these is used to charge devices? Check all that apply.
- USB A.
- HDMI Port.
- DisplayPort.
- USB C.
Quiz 3: Starting It Up Quiz Answers
Q1. What is the difference between a ROM chip and a RAM chip? Check all that apply.
- A ROM chip stores temporary data. A RAM chip stores permanent data.
- A ROM chip stores permanent data. A RAM chip stores temporary data.
- A ROM chip is non-volatile and will keep its data in the case of a power failure
- A RAM chip is volatile and will wipe its data in the case of a power failure.
Q2. Which of these functions does the BIOS perform? Check all that apply.
- Checks what devices are connected to the computer
- POST
- Installs drivers
- Initializes hardware
Q3. Where are your BIOS settings stored?
- CMOS chip
- RAM
- Hard drive
- Flash drive
Q4. What is the difference between a traditional BIOS and UEFI? Check all that apply.
- UEFI is meant to become the new standard for BIOS.
- A traditional BIOS has better compatibility with newer hardware.
- UEFI has become the default BIOS on new systems.
- UEFI has better compatibility with newer hardware.
Technical Support Fundamentals Peer Graded Assessment Answers
Technical Support Fundamentals Module 03 Practice Quiz Answers
Quiz 01: What is an Operating System?
Q1. What are the two main parts that make up an operating system?
- Windows and Mac
- Kernel and User space
- Users and Software
- Kernel and Packages
Q2. What are the main components of file management? Check all that apply.
- File data
- NTFS
- File system
- Metadata
Q3. Which of these are true? Check all that apply.
- You can have many processes running for one program.
- A program is initially stored in RAM. A process is initially stored in the hard drive.
- A program is an application that we can run. A process is a program that is executed.
- A program is a process that is executed. A process is a program that we can run.
Q4. What are the characteristics of virtual memory? Check all that apply.
- Allows our computer to have more memory than it physically has.
- Combination of RAM and hard drive space.
- Stores pages that are currently not in use by physical memory.
- It is where we store pages that are being executed
Q5.Which of these is a GUI? Check all that apply.
- Option One
- Option Two
- Option Three
- Option Four
Q6. Which of these are considered I/O devices? Check all that apply.
- Hard disk drives
- Web cams
- Monitors
- Speakers
Q7. What is the last step in booting a computer?
- Load up drivers.
- User space is launched.
- Execute the bootloader.
- Perform a POST.
Quiz 2: Installing an Operating System
Q1. True or false: If you have a 32-bit CPU architecture, it’s recommended to use a 64-bit operating system.
- True
- False
Q2. If you want to boot into a USB drive, how do you change your boot settings?
- Go into the BIOS settings and change the boot settings
- Login to the machine.
- Wipe the computer.
- Replace the CPU.
Q3. What is the file manager in macOS called?
- Finder
- File Explorer
- Konqueror
- Midnight Commander
Q4. What command can you use to create a file using bash?
- cat
- ls
- touch
- mkfile
Q5. A __ is an emulation of a physical machine.
- BIOS
- virtual machine
- driver
- kernel
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Technical Support Fundamentals Module 04 Practice Quiz Answers
Quiz 1: Limitations of the Internet
Q1. True or false: The Internet is the World Wide Web.
- True
- False
Q2. What is the fundamental protocol that the Internet uses today?
- DHCP
- TCP/IP
- FTP
- HTTP
Q3. Free text: In what other ways has the Internet changed the way society functions?
Business, healthcare, education, etc.
Q4. True or false: You should only worry about computer security if you work in a computer security role.
- True
- False
Q5. There are 4 bytes in an IPv4 address. What is the highest decimal value you can have for one byte?
- 128
- 255
- 256
- 512
Q6. Which of the following protocols is the primary infrastructure that creates the Internet?
- DNS
- NAT
- HTML
- TCP/IP
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Technical Support Fundamentals Module 05 Practice Quiz Answers
Quiz 1: Introduction to Software
Q1. Which of these is application software? Check all that apply.
- RAM
- Web browser
- Email client
- CPU
Q2. Which of these is system software? Check all that apply.
- Windows OS
- BIOS
- CPU
- Text editor
Q3. What is the difference between an interpreted and a compiled language? Check all that apply
- Interpreted languages are not broken into machine instructions beforehand.
- Interpreted languages are broken into machine instructions beforehand.
- Compiled languages are not translated into machine instructions beforehand.
- Compiled languages are translated into machine instructions beforehand
Quiz 2: Interacting with Software
Q1. In the Linux distribution Ubuntu, what command would you use to install an application?
- apt
- execute
- application
- run
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Technical Support Fundamentals Module 06 Practice Quiz Answers
Quiz 03: Customer Service
Q1. Free response: What’s the difference between good and great customer service? What’s the most important part of customer service to you?
Good customer service provides solution that customers need and make them satisfied. Great customer service do the same thing -- but also create good relationship and make them loyal.
Q2. You’re doing desktop support and the company policy is that you can only help with company equipment. A user walks in:
Tech: Hi there, how can I help you?
User: My computer is really slow and I can barely use it. Can you help me figure out what’s wrong?
Tech: It looks like this is a personal computer. Are you talking about your work computer?
User: Uh, no, this is the one that I need help with. I figured you’re good with computers and you could help. My daughter needs it for a school assignment that’s due tomorrow, but it’s too slow for her to get anything done
What would you do?
- Forget about that pesky policy and help him! His poor daughter needs to finish her assignment!
- Politely tell him that it’s against the company policy, and you can’t help him.
- Explain why you can’t troubleshoot the issue, per the company policy. But give him some tips on what common issues could be slowing down his computer, and how he might go about fixing them.
- Tell him you can’t help him and suggest that he go to a local tech store for help.
Q3. Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn’t have to be done through your company account. However, you must see the person “live” (not through a picture), so that you can match them to their photo before resetting their account.
Scenario: Phone call
Anastasia: Thanks for calling. My name is Anastasia. How can I help you?
Ling: Hi, Anastasia. This is Ling. I need to reset my account password.
Anastasia: Hi, Ling. I’d be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype?
Ling: I can’t get into my work account. That’s why I’m calling.
What would you do in this situation? Check all that apply.
- Offer to set up a video call through Skype, Facetime, or Hangouts.
- Suggest that the user does a video call with you through their phone.
- Ask the user if they have a personal account to use for Skype.
- Kindly tell them that they will have to wait until the next day to meet with someone live.
Q4. A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why can’t I write it down? Why does it change so often? Isn’t this a waste of time?
How would you respond to the user?
- Stop what you’re doing and explain to the user that passwords should have numbers and symbols for security purposes, and that this is more important than productivity.
- Kindly ask the user to stop asking questions, since you’re trying to solve their problem.
- Ignore the user and keep working on resetting the password so that you don’t lose your place.
- Let the user know that you’re working on their issue and will be sure to answer all of their questions once you’re done.
Q5. A user walks in to get IT support. The IT Support Specialist is a female. The user is male. There’s also a male IT Support Specialist in the room. The user explains to the IT Support Specialist that his co-worker is on leave and he needs to access her files. The female technician attempts to explain the policy, which doesn’t allow for this, given security issues. The male user demands to speak with the male IT Support Specialist to reach a solution.
If you were the male technician in this situation, what would you do?
- Step in and answer the user’s question.
- Ignore it.
- After the user has left, see how the female tech is doing and give her tips on how to deal with similar situations in the future.
- Tell the user that there is no difference in knowledge and understanding between you and your co-worker.
Quiz 04: Troubleshooting Best Practices
Q1. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t access their online bank account. Choose the best response.
- Let’s try to test this by logging in on my computer.
- Please restart your computer.
- It might be the Internet. Make sure you’re connected to a network first.
- Can you explain to me in detail what you mean by not being able to access your online bank account? What specific part doesn’t work?
Q2. Scenario: You’re working in an IT Support position. You have a computer that won’t connect to the network. You’ve already asked the user all the necessary questions, and now you begin troubleshooting. What’s the next best first step you can take?
- Wipe and format the machine from scratch.
- Isolate the problem to either the computer or the network.
- Ask more questions.
- Restart the computer. It could be a weird Internet issue
Q3. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t login to their computer. Choose the best response.
- Ask the user, “when was the last time you were able to login? What has changed since then?”
- Check if the user has their caps lock enabled.
- Restart the computer. It could be a weird login issue.
- Check the network device they’re connected to.
Q4. Scenario: You’re working with a computer that doesn’t run your newly installed software correctly. You’ve already asked the right questions, but you can’t seem to isolate the problem to anything specific. Which of the following responses is the next best step to take?
- Run diagnostic tools, which will take about an hour.
- Wipe the computer and format it from scratch, which will take a few hours.
- Restart the computer. It could be an issue of the software installation needing a reboot, restarting takes about 2 minutes.
- Reinstall the software again, which will take about 15 minutes
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The Bits and Bytes of Computer Networking Coursera Quiz Answer
There are 5 Courses in Google IT Support Professional Certificate
Course 1: Technical Support Fundamentals
Course 2: The Bits and Bytes of Computer Networking
Course 3: Operating Systems and You: Becoming a Power User
Course 4: System Administration and IT Infrastructure Services
Course 5: IT Security: Defense against the digital dark arts