Chapter 17 Practice Test Answers
1. C. When someone reports an inability to log on to the network, he or she is
reporting a symptom of the actual problem.
2. B. With closed-ended questions, you are looking for a specific answer. Many
times the answer will be yes or no, or a selection or one or more options.
3. A. Open-ended questions are designed to elicit additional information. The plan
here is to engage in a dialog with the user.
4. C. This question is concerned with the scope of the problem. A common question
to ask at this point is, “How widespread is the problem?”
5. D. If only one user is unable to log on to the network, you can be fairly certain
that the problem exists with either the user account or the computer the person is
using. On the other hand, if 20 users call to complain that they cannot log on to
the network, your focus will change to the server providing network security,
network cabling, network hardware, etc.
6. C. Since the hot fix was applied to ten workstations and now eight of them are
experiencing problems, you probably want to look at the hot fix as the cause of
the problem.
7. B. It is always a good idea to see if you can recreate the problem. This is
especially true when a user is not able to adequately describe the circumstances to
you, or if the problem occurs at random intervals.
8. A. One of the questions you must always answer is, “Does the problem really
exist, or is the system simply operating the way it is intended?” For example, your
network may make use of a firewall product that limits which Web pages users
can view on the World Wide Web. If a user is trying to access a blocked Web
page, the user may report it as a system problem.
9. B. Generally, you must be a system administrator to view the Security log.
10. B. Log files will often have names that are descriptive. In the options given, only
two are fairly obvious, with TCPIP.log being the most obvious.
11. D. An Information entry describes a successful operation. For example, when an
application, driver, or service loads successfully, an Information event will be
logged. Therefore, no action is required.
12. C. A simple knowledge base might consist of one or more Web pages made up
largely of text that users or technicians can browse for frequently asked questions
(FAQs).