Questions

1. What diagnostic activity is a structured process that's used to identify and isolate a computer problem?
   1. Maintenance
   2. Analysis
   3. Troubleshooting
   4. System testing

2. What questioning technique is best for gaining information from a user that reported a problem about a computer?
   1. True/false
   2. Closed questioning
   3. Multiple choice
   4. Open questioning

3. In addition to technical knowledge about computer systems, what skill should a computer repair technician possess?
   1. Use of repair tools
   2. Interpersonal skills
   3. Interpersonal skills
   4. Use of diagnostic equipment

4. What's the first step in the process of determining the source or cause of a computer's performance issue?
   1. Identify the problem
   2. Reboot the computer
   3. Shut down the computer
   4. Test a possible solution

5. The best way to verify that a reported problem exists is to do which of the following?
   1. Determine whether the...