Which of the following questions would you ask Certkiller .com clients when troubleshooting their
systems? (Select all that apply.)
A.
Can you show me the problem?
B.
How much did your computer cost?
C.
Has any new software been installed recently?
D.
Where did you buy your computer?
E.
Have any other changes been made to the computer recently?
Explanation:
Ask the user to show you exactly where and when they experience the problem. New software can
mean incompatibility problems with existing problems. This is especially true for Windows
programs. A new Windows program can overwrite a required DLL file with a newer version of the
same name, which an older program may not find useful. If changes were made to the computer,
ask if they can remember approximately when the change was made. Then ask them
approximately when the problem started. If the two dates seem related, there’s a good chance that
the problem is related to the change.
Incorrect Answers:
B: The price of the computer is irrelevant.
D: The place of purchase is irrelevant.Reference:David Groth and Dan Newland, A+ Complete
Study Guide (Second Edition), Sybex, Alameda, CA, 2001, p. 427