CompTIA PDI+ Beta Set 18

1.

Al of the following items needs to be available to a technician when contacting an appropriate technical support representative EXCEPT:

a detailed description of the problem. the devices service history. the appropriate reference materials. the customers contact name.

2.

When a technician is working on a fusing unit, which of the following precautions must be adhered to for safety purposes?

Main power switch turned off and DC power supply disconnected. Door switch open and power to fuser heater(s) disconnected. Main power switch turned off and the device unplugged. DC power supply disconnected and door switch open.

3.

Which of the following is an example of a closed ended question?

Did the device jam when you ran duplex copies? How has the device been working lately? Can you please tell me about the devices jamming issue? What type of jamming issues are you having?

4.

Which of the following is the MOST appropriate response for the following customer statement: This device has been down for three days. What are you going to do about it?

Im sorry to hear that. Can you give some more information about the problem so I can get working on this? Im sorry, I didnt know that you were waiting that long. Id like to ask you a few questions so I can determinethe reason that it is not working, so that I can get to work. I can understand why you would be upset by that. Id like to ask you a few questions so I can determine thereason that it is not working, so that I can get the issue resolved. Is that OK with you? I know your upset, but youll have to talk with my manager about why you have been waiting so long. Is thatOK with you?

5.

A clients flatbed scanner is constantly producing the same dark spots in the same positions on every scanned page. Which of the following would be the FIRST area to check to solve this issue?

Scan lamp CCD White reference plate Flatbed glass

6.

While troubleshooting an MFD, a technician has configured a laptop to connect directly to the MFD via a crossover cable. The technician returns to the office after the repair is completed and attempts to connect the laptop to the office LAN but is not able to establish connectivity. Which of the following is the problem?

The standard RJ-45 cable is too short. SMTP and POP3 settings have been corrupted by the MFD. The DNS server is down. The technicians laptop is retaining the assigned static IP.

7.

A client wants to change the default media tray used on their PC, while working in a networked environment. Which of the following would the client use to make the change?

Device manager Device display panel The printer driver Hardware settings

8.

Color management is the process:

that allows color printing devices to access computer processing, so that images can appear with more than 64,000,000 colors. that dictates when color media is utilized in print devices. that determines when color supplies are replaced in color print devices. by which color is accurately maintained from image capture to image production.

9.

A technician is onsite working on an MFD and calls technical support for assistance. The technical support asks the technician for the device details. Which of the following would be the BEST response?

Reply with the units asset tag number, model and a description of the failure. Reply that it is some sort of printer or scanner on a shelf in the clients mail room. Reply that the fax is not working and that you need help to get it running again. Reply with the manufacturers name, model number and serial number.

10.

A technician finishes working on a clients unit and is preparing to leave when the client asks them about the problem they were having. Which of the following is the BEST way to respond?

Explain to the client in appropriate terminology what was wrong, what was done to rectify the issue and ask if they have any other questions you can help with. Explain to the customer in technical detail, how the device works, and explain how the repair was performedwhile showing them the schematics. Tell the client that the unit was broken and that this model is known for this kind of problem happening allthe time. The problem has been fixed but might need to be addressed again in the future. Tell the client that the unit was broken and it just needed some maintenance. It should work for a while.

CompTIA PDI+ Beta Set 18

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CompTIA PDI+ Beta Set 18

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Congratulations

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