Technical Support Fundamentals Coursera Quiz Answers - Courseinside (2024)

Here, you will Get Technical Support Fundamentals Coursera Quiz Answers

This course is the first of a series that aims to prepare you for a role as an entry-level IT Support Specialist. In this course, you’ll be introduced to the world of Information Technology, or IT. You’ll learn about the different facets of Information Technology, like computer hardware, the Internet, computer software, troubleshooting, and customer service. This course covers a wide variety of topics in IT that are designed to give you an overview of what’s to come in this certificate program.

SKILLS YOU WILL GAIN

• Binary Code
• Customer Support
• Linux
• Troubleshooting

All Quiz Answers for Week 1

Quiz 1 >>Binary

Q1. Which of these is a valid byte? Check all that apply.

1. 11100
2. 11011011
3. 00000000
4. 10022011

Q2. How many possible values can we have with 8 bits?

1. 127
2. 1 byte
3. 256
4. 8

Q3. Why did UTF-8 replace the ASCII character-encoding standard?

1. UTF-8 can store a character in more than one byte.
2. ASCII can store a character in more than one byte.
3. ASCII can represent emoji.
4. UTF-8 only uses 128 values.

Q4. What is the highest decimal value we can represent with a byte?

1. 2
2. Any number
3. 255
4. 256

Q5. The binary value of the ASCII letter “c” is 0110 0011. Using the handy chart that we learned in the lesson, convert this number to its decimal value. You’ll need to use some math for this question.

1. 45
2. 100
3. 99
4. 123

Quiz 2 >>Computer Architecture

Q1. What are the four layers of the computer architecture?

1. Binary, Hardware, Operating System, Software
2. Computer, Operating System, Software, User
3. Hardware, Windows, Software, User
4. Hardware, Operating System, Software, User

Q2. Write a paragraph on examples of abstraction that you encounter in your day-to-day life. For example, driving a car is an example of abstraction, you don’t need to understand how a car works underneath the hood in order to drive one.

What do you think?

All Quiz Answers for Week 2

Quiz 1 >>The Modern Computer

Q1. Where does the CPU store its computations?

1. Registers
2. External Data Bus
3. Processor
4. Binary

Q2. Which mechanisms do we use to transport binary data and memory addresses? Check all that apply.

1. Address Bus
2. The External Data Bus
3. DBus
4. School Bus

Quiz 2 >>Components

Q1. What characteristics distinguish a Solid State Drive from a Hard Disk Drive? Check all that apply.

1. Uses Disk Platters
2. Non-moving parts
3. High RPMs
4. Smaller form factor

Q2. True or false: If you plug in a 220v appliance into a 120v outlet, the appliance could get damaged.

1. TRUE
2. FALSE

Q3. How long will it take to transfer a file size of 1GB on a USB 2.0 and a USB 3.0 drive?

1. ~ 20 seconds on a USB 2.0 drive; ~.02 seconds on a USB 3.0 drive
2. ~ 17 seconds on a USB 2.0 drive; ~2 seconds on a USB 3.0 drive
3. ~20 seconds on a USB 2.0 drive; ~2 seconds on a USB 3.0 drive
4. ~17 seconds on a USB 2.0 drive; ~.02 seconds on a USB 3.0 drive

Q4. Which of these is used to charge devices? Check all that apply.

1. Picture of DisplayPort.
2. Picture of HDMI Port.
3. Picture of USB C.
4. Picture of USB A.

Quiz 3 >>Starting It Up

Q1. What is the difference between a ROM chip and a RAM chip? Check all that apply.

1. A ROM chip is volatile and will wipe its data in the case of a power failure. A RAM chip is non-volatile and will keep its data in the case of a power failure.
2. A ROM chip stores temporary data. A RAM chip stores permanent data.
3. A ROM chip stores permanent data. A RAM chip stores temporary data.
4. A ROM chip is non-volatile and will keep its data in the case of a power failure. A RAM chip is volatile and will wipe its data in the case of a power failure.

Q2. Which of these functions does the BIOS perform? Check all that apply.

1. Installs drivers
2. Initializes hardware
3. Checks what devices are connected to the computer
4. POST

Q3. Where are your BIOS settings stored?

1. RAM
2. CMOS chip
3. Hard drive
4. Flash drive

Q4. What is the difference between a traditional BIOS and UEFI? Check all that apply.

1. UEFI has better compatiblity with newer hardware.
2. UEFI has become the default BIOS on new systems.
3. UEFI is meant to become the new standard for BIOS.
4. A traditional BIOS has better compatibility with newer hardware.

All Quiz Answers for Week 3

Quiz 1 >>What is an Operating System?

Q1. What are the two main parts that make up an operating system?

1. Windows and Mac
2. Kernel and Userspace
3. Users and Software
4. Kernel and Packages

Q2. What are the main components of file management? Check all that apply.

1. File system
2. File data
3. NTFS
4. Metadata

Q3. Which of these are true? Check all that apply.

1. A program is a process that is executed. A process is a program that we can run.
2. A program is an application that we can run. A process is a program that is executed.
3. A program is initially stored in RAM. A process is initially stored in the hard drive.
4. You can have many processes running for one program.

Q4. What are the characteristics of virtual memory? Check all that apply.

1. Stores pages that are currently not in use by physical memory.
2. Allows our computer to have more memory than it physically has.
3. It is where we store pages that are being executed
4. Combination of RAM and hard drive space.

Q5. Which of these is a GUI? Check all that apply.

1. Option One
2. Option Two
3. Option Three
4. Option Four

Q6. Which of these are considered I/O devices? Check all that apply.

1. Speakers
2. Hard disk drives
3. Web cams
4. Monitors

Q7. What is the last step in booting a computer?

1. Execute the bootloader.
2. Perform a POST.
3. User space is launched.
4. Load up drivers.

Quiz 2 >>Installing an Operating System

Q1. True or false: If you have a 32-bit CPU architecture, it’s recommended to use a 64-bit operating system.

1. TRUE
2. FALSE

Q2. If you want to boot into a USB drive, how do you change your boot settings?

1. Login to the machine.
2. Go into the BIOS settings and change the boot settings
3. Wipe the computer.
4. Replace the CPU.

Q3. What is the file manager in macOS called?

1. Finder
2. File Explorer
3. Konqueror
4. Midnight Commander

Q4. What command can you use to create a file using bash?

1. cat
2. ls
3. touch
4. mkfile

Q5. A __ is an emulation of a physical machine.

1. BIOS
2. virtual machine
3. driver
4. kernel

Quiz 3 >>Accessing Qwiklabs

Q1. How long do you have to complete each Qwiklab?

1. 20 minutes
2. 1 hour
3. 24 hours
4. As long as you need.

Q2. True or false: It can take some time for the labs to load once you click “start lab.”

1. True
2. False

Q3. True or false: It can take some time for the working instance of Linux and Windows OS to load.

1. True
2. False

Q4. What do you need to do to finish a lab and have your grade posted to Coursera?

1. Close all lab windows
2. Refresh the Coursera course page
3. Click the red “End Lab” button

Q5. Are you able to access your work once you click the “End Lab” button?

1. Yes
2. No

All Quiz Answers for Week 4

Quiz 1 >>Limitations of the Internet

Q1. True or false: The Internet is the World Wide Web.

1. TRUE
2. FALSE

Q2. What is the fundamental protocol that the Internet uses today?

1. TCP/IP
2. FTP
3. HTTP
4. DHCP

Q3. Free text: In what other ways has the Internet changed the way society functions?

1. BUSINESS, HEALTHCARE, EDUCATION, etc.

Q4. True or false: You should only worry about computer security if you work in a computer security role.

1. TRUE
2. FALSE

Q5. There are 4 bytes in an IPv4 address. What is the highest decimal value you can have for one byte?

1. 128
2. 255
3. 256
4. 512

Q6. Which of the following protocols is the primary infrastructure that creates the Internet?

1. DNS
2. NAT
3. HTML
4. TCP/IP

Quiz 2 >>Networking

Q1. Which of the following devices are used in networking? Check all that apply.

1. Hubs
2. TCP
3. Routers
4. Switches

Q2. True or false: You can create a network with two computers.

1. TRUE
2. FALSE

Q3. Which network protocol is used to handle the reliable delivery of information?

1. TCP
2. UDP
3. IP
4. ICMP

Q4. Which statement is true about the Internet and the World Wide Web?

1. The Internet is a way to access the World Wide Web.
2. The World Wide Web is the only way to access the Internet.
3. The World Wide Web is a way to access the Internet.
4. The Internet is the World Wide Web.

Q5. Through which of the devices listed are we able to connect to wireless networks? Check all that apply.

1. Telephone
2. Smart TV
3. Radio
4. Antenna

Q6. What type of address do computers use to find something on a network?

1. URL address
2. MAC address
3. IP address
4. ISP address

Q7. You want to register the domain name ABCcompany.org, but the registration service is not allowing you to do that. What’s the most likely reason for this?

1. The domain name is registered to someone else.
2. Domain names must be all in lowercase.
3. Domain names must end in “.com”.
4. You are not the legal owner of ABC Company.

Q8. What was the biggest problem with the earliest version of the Internet in the late 1960s?

1. Computers were too big and bulky for accessing the Internet.
2. Networks couldn’t talk to each other.
3. There was no way to remotely access any computer.
4. The TCP/IP protocol could only be used in universities, governments, and businesses.

Q9. You need to update your router settings, so you log into the administration panel, whose Internet Protocol (IP) address is 192.168.0.1. Which IP version is this?

1. IPv6
2. IPv2
3. IPv4
4. IPv1

Q10. What are some examples of IoT (Internet of Things)? Check all that apply.

1. Refrigerators that keep track of the food and notify you when to buy more
2. An online car dealership that can provide complete car history using the vehicle identification number
3. Teachers who post assignments for their students on the school website
4. Thermostats that turn off the air conditioning when you leave the room

All Quiz Answers for Week 5

Quiz 1 >>Introduction to Software

Q1. Which of these is application software? Check all that apply.

1. Web browser
2. Email client
3. CPU
4. RAM

Q2. Which of these is system software? Check all that apply.

1. Windows OS
2. Text editor
3. BIOS
4. CPU

Q3. What is the difference between an interpreted and a compiled language? Check all that apply

1. Interpreted languages are broken into machine instructions beforehand.
2. Interpreted languages are not broken into machine instructions beforehand.
3. Compiled languages are not translated into machine instructions beforehand.
4. Compiled languages are translated into machine instructions beforehand.

Quiz 2 >> Interacting with Software

Q1. In the Linux distribution Ubuntu, what command would you use to install an application?

1. execute
2. application
3. apt
4. run

All Quiz Answers for Week 6

Quiz 1 >>Troubleshooting Best Practices

Q1. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t access their online bank account. Choose the best response.

1. It might be the Internet. Make sure you’re connected to a network first.
2. Let’s try to test this by logging in on my computer.
3. Please restart your computer.
4. Can you explain to me in detail what you mean by not being able to access your online bank account? What specific part doesn’t work?

Q2. Scenario: You’re working in an IT Support position. You have a computer that won’t connect to the network. You’ve already asked the user all the necessary questions, and now you begin troubleshooting. What’s the next best first step you can take?

1. Isolate the problem to either the computer or the network.
2. Wipe and format the machine from scratch.
3. Restart the computer. It could be a weird Internet issue.
4. Ask more questions.

Q3. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t login to their computer. Choose the best response.

1. Ask the user, “when was the last time you were able to login? What has changed since then?”
2. Check the network device they’re connected to.
3. Restart the computer. It could be a weird login issue.
4. Check if the user has their caps lock enabled.

Q4. Scenario: You’re working with a computer that doesn’t run your newly installed software correctly. You’ve already asked the right questions, but you can’t seem to isolate the problem to anything specific. Which of the following responses is the next best step to take?

1. Reinstall the software again, which will take about 15 minutes.
2. Restart the computer. It could be an issue of the software installation needing a reboot, restarting takes about 2 minutes.
3. Run diagnostic tools, which will take about an hour.
4. Wipe the computer and format it from scratch, which will take a few hours.

Quiz 2 >>Customer Service

Q1. Free response: What’s the difference between good and great customer service? What’s the most important part of customer service to you?

Good customer service provides solution that customers need and make them satisfied.Great customer service do the same thing -- but also create good relationship and make them loyal.

Q2. You’re doing desktop support and the company policy is that you can only help with company equipment. A user walks in:

Tech: Hi there, how can I help you?

User: My computer is really slow and I can barely use it. Can you help me figure out what’s wrong?

Tech: It looks like this is a personal computer. Are you talking about your work computer?

User: Uh, no, this is the one that I need help with. I figured you’re good with computers and you could help. My daughter needs it for a school assignment that’s due tomorrow, but it’s too slow for her to get anything done.

What would you do?

1. Forget about that pesky policy and help him! His poor daughter needs to finish her assignment!
2. Explain why you can’t troubleshoot the issue, per the company policy. But give him some tips on what common issues could be slowing down his computer, and how he might go about fixing them.
3. Tell him you can’t help him and suggest that he go to a local tech store for help.
4. Politely tell him that it’s against the company policy, and you can’t help him.

Q3. Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn’t have to be done through your company account. However, you must see the person “live” (not through a picture), so that you can match them to their photo before resetting their account.

Scenario: Phone call

Anastasia: Thanks for calling. My name is Anastasia. How can I help you?

Ling: Hi, Anastasia. This is Ling. I need to reset my account password.

Anastasia: Hi, Ling. I’d be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype?

Ling: I can’t get into my work account. That’s why I’m calling.

What would you do in this situation? Check all that apply.

1. Offer to set up a video call through Skype, Facetime, or Hangouts.
2. Suggest that the user does a video call with you through their phone.
3. Ask the user if they have a personal account to use for Skype.
4. Kindly tell them that they will have to wait until the next day to meet with someone live.

Q4. A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why can’t I write it down? Why does it change so often? Isn’t this a waste of time?

How would you respond to the user?

1. Stop what you’re doing and explain to the user that passwords should have numbers and symbols for security purposes, and that this is more important than productivity.
2. Kindly ask the user to stop asking questions, since you’re trying to solve their problem.
3. Let the user know that you’re working on their issue and will be sure to answer all of their questions once you’re done.
4. Ignore the user and keep working on resetting the password so that you don’t lose your place.

Q5. A user walks in to get IT support. The IT Support Specialist is a female. The user is male. There’s also a male IT Support Specialist in the room. The user explains to the IT Support Specialist that his co-worker is on leave and he needs to access her files. The female technician attempts to explain the policy, which doesn’t allow for this, given security issues. The male user demands to speak with the male IT Support Specialist to reach a solution.

If you were the male technician in this situation, what would you do?

1. Step in and answer the user’s question.
2. Tell the user that there is no difference in knowledge and understanding between you and your co-worker.
3. Ignore it.
4. After the user has left, see how the female tech is doing and give her tips on how to deal with similar situations in the future.

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