Comp TIA A+ Core 2

What is adding an AI chatbot to a company’s internal helpdesk portal to assist employees with common IT questions an example of

AI application integration

What does a policy stating that an AI can only be used to draft internal documentation and never create customer-facing communications without human review addressing

Appropriate use

What is copying and pasting AI generated tips into a public document without citation and claiming it as original work an example of

Plagiarism

What is an AI output error where it is saying not to use hardware from a specific manufacturer because of previous trained data, even though the hardware works fine now

Bias

What type of error is when an AI provides information but references something that is non-existent

Hallucinations

What is the most reliable way to reduce risk associated with AI accuracy limitations

Verify all AI-generated output against relevant official sources

What describes a private AI deployment model (3 answers)

• User inputs are isolated and excluded from external model training

• Organizations maintain exclusive control over data security

• Modles are trained on specific, internally vetted data sources

What describes a public AI deployment model (3 answers)

• Service providers manage data storage in a multi-tenant cloud

• Models are trained on broad, unvetted public internet datasets

• User inputs may be used to improve the provider’s AI systems

What built-in remote access method should you use in a Windows 11 Pro workstation for full graphical control from another

RDP

What remote access method is used to securely access internal servers and shared folders from an untrusted Wi-Fi network

VPN

What is a good way to remotely control a Linux workstation’s graphical desktop from a Windows laptop

VNC

What is a good way to securely manage a remote Linux server using a command-line interface over the internet

SSH

What term refers to a general category of software platforms designed for the remote monitoring, management, maintenance, and support of client computers, servers, and networks

RMM

What is an open-source remote desktop protocol designed for virtual machine access

SPICE

What is the best way for a system administrator to execute a PowerShell script on multiple remote Windows workstations without opening a graphical session on each machine

WinRM

What are some examples of Screen-sharing software (3 answers)

• TeamViewer

• AnyDesk

• GoToMyPC

What are some examples of Videoconferencing (3 answers)

• Zoom

• MS Teams

• Google Meet

What are some examples of File transfer software (3 answers)

• Dropbox

• Google Drive

• FileZilla

What are some examples of Desktop management software (3 answers)

• ManageEngine

• Endpoint Central

• MS Intune

What default TCP port must be restricted or managed on a firewall to prevent unauthorized RDP connections

Port 3389

What practice best mitigates the risk of unauthorized VPN access

Requiring multifactor authentication for VPN logins

Why is VNC considered less secure than RDP

It lacks native end-to-end encryption for the entire session and typically requires the use of an SSH tunnel or a VPN to secure data in transit and prevent credential interception

What is the best way to provied the most significant increase in security for protecting against brute-force attacks on a Linux server used for remote management

Use public-key authentication (SSH keys) instead of passwords

What is the most significant architectural security risk associated with RMM platforms

Centralized control

What is the most important security measure to protect data in transit using SPICE

Enable TLS encryption for all SPICE channels

How should WinRAM be configured to ensure remote management traffic is encrypted

Use HTTPS and not HTTP

What type of file extension would be found on a script file that runs a sequence of DOS commands in Windows Command Prompt

.bat

What file extension is used for scripts executed by the PowerShell interpreter

.ps1

What scripting language is associated with the .vbs file extension

Visual Basic Scripting Edition

What is the standard file extension for shell scripts executed on Unix-like systems

.sh

What file extension is used to control interactive elements on web pages in modern browsers

.js

What file extension refers to a file associated with a cross-platform, general-purpose programming language

.py

What file script should be used to generate a graphical welcome message for domain users on legacy Windows workstations

.vbs

What should a technician do to provide basic automation to ensure that temporary files and folders are deleted from all workstations on a specific time-based schedule

Implement a script to run the deletion task on schedule

What file extension is used for scripts that are current industry standard for automating administrative tasks, such as system restarts, in a modern Windows environment

.ps1

What should a technician do to ensure that all employees in the Finance department have a specific shared folder mapped to the Z: drive every time they log into their Windows workstation

Create a login script that runs a net use command

What are the primary benifits of using scripts to install applications in enterprise environments (3 answers)

• Ensure consistent software configuration across multiple systems

• Improve efficiency and scalability of software deployment

• Minimize errors that occur during manual software deployment

What advantages does scripting provide when used for backups (3 answers)

• Minimize human error

• Ensure consistent and standardized backup execution

• Improve efficience through automated off-hours scheduling

What scripting use case is using a script to pull a list of all installed software from every computer in the accounting department

Gathering of information/data

What best describes the primary function of a script used to remotely trigger the download and installation of the latest firmware on several network appliances

Update initiation

What is a good way to prevent malware through script implementation

Test the scripts in a sandbox

What type of risk is associated with scripting used to enforce a standardized corporate desktop background across the company’s workstations, that unintentiontally prevents certain applications to launch correctly

Inadvertent changes to system settings

What is a scripting risk that causes a browser to become unresponsive after running a script to scrape the web

Mishandling of system resources

What is appropriate attire in an IT professional environment

Clothing that adheres to company dress code

What is the best way to communicate with a customer in a tech support scenario

Avoid using jargon, acronyms, and slang when applicable

What behavior best demonstrates maintaining a positive attitude when a user is getting frusterated

Acknowledge the user’s frustration while remaining calm and respectful

What is a good way to project confidence in a customer support role

Communicate assurance and competence while managing expectations

What demonstrates active listining according to professional support standards

Listening without interrupting until the customer finishes describing the problem

What behavior best reflects the guideline to use appropriate professional titles and designations

Addressing a self-identified PhD holder as Dr. followed by the last name

What actions best demonstrate proper time management in customer support interactions (2 answers)

• Planning travel and preparation to avoid delays

• Contacting the customer promptly if running late

What activities are considered unprofessional distractions that should be avoided in a customer support role (3 answers)

• Texting or using social media sites

• Engaging in personal conversations with co-workers

• Taking personal calls

What practice supports the guideline to not argue with the customer or be defensive

Avoiding counterarguments when facing complaints

What actions align with the guideline to avoid dismissing customer issues (3 answers)

• Treat every reported symptom as legitamite until investigated

• Restate the customer’s concern to confirm understanding

• Ask open-ended questions to better understand the complaint

What are some good practices to avoid being judgmental in a tech support role (3 answers)

• Ask open-ended questions to better understand the complaint

• Treat the customer’s technical knowledge level without assumption or criticism

• Focus on facts and solutions rather than the customer’s past decisions

What actions best demonstrate the ability to clarify customer statements (3 answers)

• Restate the customer’s description to verify understanding

• Question to confirm key details of the reported problem

• Ask open-ended questions to narrow the scope of the issue

What are some ways to maintain discretion when discussing past customer accounts (3 answers)

• Focus on technical details

• Avoid specific customer names or locations

• Use anonymized examples in training or meetings

What is the most professional course of action when dealing with a repair that will cost about the same as a new system

Offer both repair and replacement options to the customer

What is the final step after completing a repair and verifying full system functionality

Provide the customer with proper documentation of the services performed

What is appropriate handling of a customer’s confidential data in a situation where troubleshooting requires access to a password-protected system

Ask the user to type in the password themselves

What is the purpose of PCI DSS

To provide protection for credit cardholder data

What are examples of government-issued ID (4 answers)

• Drivers license

• Passport number

• Taxpayer identification number

• SSN

What is the acronym for any type of information pertaining to an individual that can be used to uniquely identify that person

PII

What does HIPPA provide privacy protection for

PHI

What type of policy defines the required timeframe for the preservation of regulated data prior to its permanent disposal

Data retention policy

What action best ensures compiance with software licensing requirements

Tracking license keys and installations

What is the primary purpose of DRM

Enforce access and usage restrictions on digital content

What document contains specific restrictions regarding the redistribution of the software and the consequences of exceeding the allowed installation count

EULA

What elements must be verified to confirm full licensing compliance (3 answers)

• Permitted seat count or installation limit

• Legal entitlement or proof of purchase

• Authorized usage scope based on license type

What is a perpetual license agreement

A license agreement that allows indefinite software use after a one-time purchase

What does it mean if an employee installs a personal-use licensed application for buisness tasks on a company-owned workstation

The software is not licensed for business use

What are the characteristics of a personal-use software license (3 answers)

• Grants usage rights without transfering legal ownership

• Prohibits the redistribution or resale of the software

• Restricts the software usage to non-commercial purposes

What license type must be assigned to ensure a computer that will be used by various employees will be within legal rights

Corporate-use license

What license model grants free access to the application code as well as permission to modify and redistribute the application

Open-source license

What is the primary purpose of maintaining a chain of custody

To preserve the integrity of evidence for potential legal proceedings

What items must always be included when documenting a chain of custody (2 answers)

• Chronological log of everyone who handled the evidence

• Date and time of evidence transfer

What is the most appropriate next step after a technician discovers evidence of credit card data theft on a company server

Notify management and follow escalation procedures

What is a forensic copy of a storage device that captures every sector of the drive, including deleted files, hidden partitions, and unallocated space

Bit-by-bit image

What ensures the contents of a drive cannot be modified during data acquisition

Write blocker

What provides assurance that a forensic image has not been altered since its creation

Compare the hash values

What type of detail should be strictly avoided to maintain the integrity of the report

Speculative statements

What is the basic order of volatility for a typical system (4 answers)

1. CPU registers/cache

2. RAM

3. Disk

4. Archival media

What is a standardised document outlining the hazards, safe handling procedures, storage requirements, and proper disposal methods for potentially hazardous materials

MSDS

What is an environmental control system

HVAC

What is the most likely cause of a high-performance workstation slowing down when ambient temperature rises

Thermal throttling

What environmental condition is the most likely cause of a server room experiencing unusually high numbers of component failures due to ESD

Humidity levels are too low

What environmental factor can cause corrosion and oxidation on computer parts

Humidity levels are too high

What is a best practice guideline for proper equiptment placement to ensure adequate temperature and ventilation

Ensure all exhaust fans are pushing air into the cold aisle

What is the primary risk associated with excessive dust inside a workstation

Thermal buildup due to insulation

What precausions can be taken to avoid moisture-related damage when using compressed air to clean a computer (3 answers)

• Avoid shaking the can during use

• Keep can upright

• Use short, controlled bursts

What is the safest course of action to clean toner

Use an ESD-safe vacuum designed for toner

What is prolonged undervoltage called

Brownout

What is a complete loss of power called

Blackout

What is the primary function of a UPS

Provide battery-backend power during an outage

What should be installed in an area with frequent lightning storms

Surge suppressor

What actions ensure proper ESD strap usage (3 answers)

• Ensure skin contact

• Connect to an unpainted grounded metal object

• Wear on wrist

What devices may pose a risk to electrical safety due to accumulated high voltage (4 answers)

• CRTs

• PSUs

• Inverters

• Laser printers

What is the purpose of electrical grounding in a workstation

To provide a low-resistance path to earth for stray current to protect the user from shock

What best practices help protect internal PC components from physical damage during handling or storage (3 answers)

• Hold components by their edges

• Place components in antistatic bags for temporary storage

• Store components in dry, temperature-controled environments for long term storage

What are some best practices for cable management (5 answers)

• Secure external cables within wall-mounted raceways in an office environment

• Route cables away from fans and vents inside desktop PCs

• Provide additional slack at cable ends to reduce strain on connectors

• Use cable ties

• Lable networking cables at both ends

What components are regulated under special disposal procedures due to environmental/safety hazards (3 answers)

• CRTs

• Toner

• Batteries