单项选择题

Which of the following is the BEST approach a technician should take when informing a customerabout their findings of any specific computer problem?（）

A. Use non-technical terms.
B. Use the appropriate acronyms.
C. Use proper technical terms.
D. Use email to ensure a written record.

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单项选择题

A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）

A. “It is a message that informs the technician of what hardware needs to be replaced.”
B. “A bluescreen message is just another name for an error.”
C. “It provides the technician with more information about the problem.”
D. “It is a complex message that is very difficult to explain to those who are not familiar with computers.”

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A customer asks the technician for an explanation of the cause of a printer issue, after the issue is resolved. Which of the following would be the MOST appropriate response?（）

A. “The process of removal is extremely complex and only certain individuals would understand”.
B. “There was a moisture build up in the paper tray that apparently caused the paper jam”.
C. “Condensation within the lower tray assembly hindered the functionality of the rollers which caused improper transfer”.
D. “The paper jam was caused because irresponsible users spilled liquid in the bottom tray”.

单项选择题

A call logging process would be used by a technician in order to:（）

A. assign the appropriate status level for the problem.
B. create records which enable user authentication.
C. help maintain a balanced workload for the help desk technicians.
D. identify common problems among many users.