Case Scenario Exercises


In the following scenarios, you must use what you have learned throughout the lessons in this chapter to answer questions based on a real-world scenario. Read each scenario, and answer the questions. If you have trouble, review the chapter and try again. You can find answers in the “Questions and Answers” section at the end of this chapter.

Scenario 2.1

An end user who runs Windows XP Professional has called technical support regarding his e-mail account. He is certain he was able to open attachments last week, but one just came in today and he cannot open it. The user says the paper clip in Outlook Express is unavailable. The technician asks the user if he has made any changes to Outlook Express, and he says no. He is firm in his answer. The following five steps describe how the technician solved the problem. Put them in the correct order.

  1. Inform the user to open Outlook Express, click Tools, click Options, and on the Security tab, make the appropriate changes.

  2. Ask the user what operating system he uses, if any new software or hardware has been installed, if he has switched e-mail clients recently, and other pertinent questions. The user informs you he recently installed a new printer, he uninstalled a screen saver, and he installed Service Pack 1 last weekend.

  3. Take a few minutes to inform the user about the maintenance features of Outlook Express, including using Clean Up Now.

  4. Look for help in various places, and locate the answer in the Knowledge Base. The technician discovers that installing Service Pack 1 resets the security setting associated with opening attachments in Outlook Express.

  5. Verify that the user can now open attachments, and document the results.

Scenario 2.2

An end user calls to report a problem with a locally attached printer. The user is in an office on the other side of the corporate complex, you’re busy, and no other technician is available. You find out after asking a few questions that the printer actually works fine, but it just prints slowly. You will not be able to visit the user’s desk in person until tomorrow, and you have learned from the user that she has quite a bit of experience with computers.

  1. Which of the following solutions (they are all valid) is best under these circumstances?

    1. Tell the user to join a printer newsgroup and ask other users for advice.

    2. Tell the user to open Help And Support, locate the printer troubleshooter, and work through the options. There is an option to allow Windows to investigate the problem, and this might produce a solution.

    3. Tell the user to visit http://www.windrivers.com and download a new driver for the printer.

    4. Tell the user to uninstall and reinstall the printer.




McDst Self-Paced Training Kit (Exam 70-272(c) Supporting Users and Troubleshooting Desktop Applications on a[... ]ystem)
McDst Self-Paced Training Kit (Exam 70-272(c) Supporting Users and Troubleshooting Desktop Applications on a[... ]ystem)
ISBN: N/A
EAN: N/A
Year: 2006
Pages: 237

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