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Name: 
 

Chapter 4 Practice Exam Study Guide



True/False
Indicate whether the sentence or statement is true or false.
 

1. 

A difficult support problem is one where the caller is angry or upset.
 

2. 

Troubleshooting computer problems is a fixed sequence of steps a support specialist follows from the initial problem description to the resolved problem.
 

3. 

Troubleshooting is a well-defined series of steps that always leads to a resolution of the problem.
 

4. 

A troubleshooter who uses creative thinking is one who can see a problem from a new and different perspective.
 

5. 

Problem solving, critical thinking and decision making are different names for the same skill.
 

6. 

Problem solving is primarily a search for ways in which the current problem is similar to other problems.
 

7. 

To restate a problem description using the user's exact words is called paraphrasing.
 

8. 

The five critical questions described in this chapter are designed to force a troubleshooter to challenge the assumptions she or he may have made about a problem situation.
 

9. 

The primary advantage of distributing a book that includes a CD-ROM of the book text shrink-wrapped with the book is that the CD-ROM takes less space.
 

10. 

The strategy of removing components to return a computer back to a basic configuration is designed to eliminate variables that may make a computer problem more difficult to solve.
 

11. 

A computer system can be treated as a group of subsystems that are linked together to form a complete system that is designed to perform a task.
 

12. 

When a particular combination of hardware, operating system and applications software do not interoperate together, a support specialist often recognizes that the problem is too complex to solve
 

13. 

Personal characteristics of a troubleshooter are simply part of a support specialist's basic personality and cannot be modified with experience, feedback and coaching.
 

14. 

A user support specialist who does not enjoy the problem solving process will probably not enjoy user support as a career path.
 

15. 

User support is a constantly changing field that requires the ability to learn new information and procedures.
 

Modified True/False
Indicate whether the sentence or statement is true or false.  If false, change the identified word or phrase to make the sentence or statement true.
 

16. 

Most problems support specialists are likely to encounter on-the-job are difficult ones for a support provider to handle. ____________________

 

17. 

Troubleshooting a computer problem is primarily a well-defined, fixed sequence of steps a support specialist follows. ____________________

 

18. 

To restate a problem description using the user's exact words is called paraphrasing. ___________________________________

 

19. 

An analogy is a search for ways in which the current problem is similar to other problems. ____________________

 

20. 

One of the five critical questions the text recommends to challenge the assumptions a support specialist may be making about a problem situation is: What operating system are you running? ___________________________________

 

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

21. 

Which of these is not an example of a difficult support problem?
a.
a problem a support specialist has never seen before
b.
a problem where the solution is not obvious
c.
a problem where the caller is angry or upset
d.
all of these are difficult support problems
 

22. 

Which of these sequences is the order of the steps below in the iterative problem-solving process?
a) formulate and test hypothesis b) collect information c) analyze results d) consider alternative explanations
a.
b - c - d - a
b.
d - b - c - a
c.
a - b - c - d
d.
b - d - a - c
 

23. 

A troubleshooting activity where there is a current state of events X, a future desired state of events Y, and the troubleshooter's objective is to move from X to Y is called ____.
a.
critical thinking
b.
an analogy
c.
problem solving
d.
a goal state
 

24. 

One of the primary tools a support specialist uses to troubleshoot computer problems is ____.
a.
a diagnostic program
b.
a database of information
c.
thinking skills
d.
all of these
 

25. 

The cognitive skills a troubleshooter uses to understand and explain an event or a situation are called ____.
a.
problem solving
b.
critical thinking
c.
decision making
d.
none of these
 

26. 

The ability to step back from a troubleshooting situation and analyze one's own thinking process is called ____.
a.
decision making
b.
problem solving
c.
metacognition
d.
creativity
 

27. 

An organized collection of information, articles, procedures, tips and problem solutions is called ____.
a.
a script
b.
a flowchart
c.
a newsgroup
d.
a knowledge base
 

28. 

Which of these forms of knowledge bases is the least interactive?
a.
vendor manuals
b.
online help
c.
CD-ROM databases
d.
Web sites
 

29. 

A successful troubleshooter recognizes a dead end (or block in progress) as ____.
a.
a frustration
b.
an opportunity to look at other alternatives
c.
the end of the troubleshooting process
d.
a stopping point
 

30. 

Metacognition involves a troubleshooter asking all but which of these questions?
a.
Where did I go wrong solving this problem?
b.
What recent change in configuration caused the user to experience a problem?
c.
How could I have solved this problem more effectively or efficiently?
d.
What assumptions did I make that led me in the wrong direction?
 

Completion
Complete each sentence or statement.
 

31. 

The troubleshooting process that involves selecting one alternative from among a number of possible alternatives based on some evaluation criteria is called ____________________.
 

 

32. 

____________________ is a communication skill where a troubleshooter restates a problem in his or her own words to clarify their understanding of a problem.
 

 

33. 

A(n) ____________________ is a follow-up question intended to get more information from a user about a problem.
 

 

34. 

____________________ is a troubleshooting tools that attempts to repeat a problem condition to see if the problem occurs again in a different situation or environment.
 

 

35. 

In the hypothesis testing approach to troubleshooting computer problems, a hypothesis is a ____________________.
 

 



 
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