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| Section | Weight | Objectives |
|---|---|---|
| Operational Procedures | 21% | - Safety and compliance
|
| Software Troubleshooting | 23% | - Operating system issues
|
| Operating Systems | 28% | - Windows installation, configuration, and management
|
| Security | 28% | - Threats and mitigation
|
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NEW QUESTION # 92
A technician thinks that an application a user downloaded from the internet may not be the legitimate one, even though the name is the same. The technician needs to confirm whether the application is legitimate. Which of the following should the technician do?
Answer: D
Explanation:
By computing the downloaded application's checksum (e.g., SHA-256 or MD5) and comparing it against the official hash published by the software vendor, the technician can verify the file's integrity and authenticity. A matching hash confirms the application is genuine and unaltered, whereas any discrepancy indicates a potentially illegitimate or tampered file.
NEW QUESTION # 93
Which of the following threats is shoulder surfing an example of?
Answer: D
Explanation:
Shoulder surfing is explicitly categorized as a social engineering technique because it relies on human behavior and observation rather than exploiting software flaws or cracking passwords through computation.
Quentin Docter defines it directly: "Another form of social engineering is known as shoulder surfing. It involves nothing more than watching someone when they enter their sensitive data," such as a password or credit card number. Docter also notes that privacy filters can reduce viewing angles, but "privacy filters do not protect you as you are entering a password, since a shoulder surfer will watch your keystrokes," and the best defense is to "survey your environment before entering personal data." The Mike Meyers Lab Manual reinforces the same classification: "Shoulder surfing is another technique for gathering information and gaining unauthorized access... observing someone's screen or keyboard to get information, often passwords." Since this is about manipulating or exploiting a person's situation (being nearby, watching, taking advantage of inattentiveness), it is not a zero-day, evil twin, or brute-force method.
Therefore, Social engineering (C) is correct.
NEW QUESTION # 94
An administrator is creating user accounts for a new vendor contract. The contract states that the users can work only during certain times. Which of the following should the administrator implement to comply with this requirement?
Answer: A
Explanation:
Account login restrictions configured for specified hours enforce time-based access control. This ensures users can authenticate only during approved working hours, directly meeting the contractual requirement without relying on monitoring or post-event actions.
NEW QUESTION # 95
A technician inspects the following workstation configuration:
The workstation is unable to open any external websites. The browser displays an error message that says that the site cannot be reached.
Answer: A
Explanation:
Without a valid default gateway, the workstation has no route to networks outside its local subnet.
This prevents it from reaching external websites, resulting in "site cannot be reached" errors even though the IP address and subnet mask are configured.
NEW QUESTION # 96
A technician is assisting a user who is growing increasingly frustrated because a critical software application continuously crashes. The technician determines that the issue requires coordination with the database team to resolve. Which of the following is the BEST way for the technician to handle this situation professionally?
Answer: A
Explanation:
When resolution requires another team, professionalism means clear communication , setting expectations, and explaining what will happen next. Quentin Docter describes escalation: when you don't have the answer,
"this process is called escalation," and when a ticket is escalated, someone must "be responsible for communicating with the user." He emphasizes "Clear Communication," stating the problem description must be understandable to others because "the problem may have to be escalated," and you should communicate work-arounds and progress transparently.
The All-in-One guide and Mike Meyers Lab Manual both stress empathy and respectful communication with frustrated users-use statements that acknowledge feelings and keep a nonaccusatory tone.
Option D best matches these best practices: explain what's happening (app crashing), why another department must be involved, and what the user should expect (timeline/next steps/work-around if available).
Transferring without explanation (A) increases frustration; a complaint (B) isn't a solution; and working alone (C) ignores the required collaboration.
NEW QUESTION # 97
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