100-140

Question 6

When researching a technical issue and updating the internal documentation, what is the best approach to ensure the information you retrieve is accurate and reliable?

1. Only use information from personal blogs.
2. Select the first\top website that appears in the search results.
3. Ask a co-worker for their opinion on the search results.
4. Verify information using multiple sources.

Question 7

Which document outlines a commitment between an organization and a customer, including details of the service, the standards the provider must adhere to, and compensation for the successful completion of those milestones?

1. Key Performance Indicators
2. Incident Report
3. Service Level Indicator
4. Service Level Agreement

Question 8

Move each help desk term from the list on the left to the scenario it describes on the right. You can use each option once, more than once, or not at all. Note: You will receive partial credit for each correct response.

Question 9

There are several ethical considerations involved when choosing to use artificial intelligence (AI). What does the term transparency refer to in relation to those ethical considerations?

1. Ensuring AI is applied across a wide spectrum of diversity.
2. Using privacy controls to ensure that personal data usage is allowed.
3. Implementing controls to ensure that AI solutions work as intended to help prevent inappropriate use.
4. Informing a customer when AI is being used to make a decision that could affect them.

Question 10

Which steps are part of the problem-solving process? (Choose three.) Note: You will receive partial credit for each correct response.

1. Expand the number potential causes to create an efficient action plan.
2. Create an abstract problem statement
3. Narrow the number potential causes to create an efficient action plan.
4. Define the problem.
5. Gather the facts to isolate possible causes.
6. Avoid isolating possible causes.