A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the service support center and requires a field technician to troubleshoot. The customer continues to demand service. Which of the following is the BEST course of action for the support center representative to take?

• A.Inform the customer that the issue is not within the scope of this department.
• B.Apologize to the customer and escalate the issue to a manager.
• C.Ask the customer to explain the issue and then try to fix it independently.
• D.Respond that the issue is something the customer should be able to fix.

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A technician is troubleshooting a computer with a suspected short in the power supply. Which of the following is the FIRST step the technician should take?

• A.Put on an ESD strap
• B.Disconnect the power before servicing the PC.
• C.Place the PC on a grounded workbench.
• D.Place components on an ESD mat.

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Which of the following default system tools can be used in macOS to allow the technician to view the screen simultaneously with the user?

• A.Remote Assistance
• B.Remote Desktop Protocol
• C.Screen Sharing
• D.Virtual Network Computing

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A technician needs to add an individual as a local administrator on a Windows home PC. Which of the following utilities would the technician MOST likely use?

• A.Settings > Personalization
• B.Control Panel > Credential Manager
• C.Settings > Accounts > Family and Other Users
• D.Control Panel > Network and Sharing Center

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Which of the following is an advantage of using WPA2 instead of WPA3?

• A.Connection security
• B.Encryption key length
• C.Device compatibility
• D.Offline decryption resistance

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