A call center technician receives a call from a user asking how to update Windows. Which of the following describes what the technician should do?
A call center technician receives a call from a user asking how to update Windows. Which of the following describes what the technician should do?
Ask the user to click in the Search field, type Check for Updates, and then press the Enter key. This direct approach tells the user how to manually check for and initiate Windows updates, which is exactly what they are asking for. It's a straightforward method that addresses their immediate concern without unnecessary complexity or assumptions about their environment.
The user is asking how to run an update, so tell them how to run an update. If the company blocks normal users from manually running updates then you would inform them about the patch day update but that wasn't in the question. The question simply said that a user is asking how to run a Windows 10 update.
Users should not be changing or updating their own workstations.
Why not? There is no mention that the user is in an enterprise environment.
I'm just imaging some retired person living alone getting that response from a call center tech. "Sorry grandpa, you should not be changing or updating your own workstation". Let the user know how to use his own device unless the question specifically mentions organizational policies.
I think the question is meant to test if you know how to quickly get to windows update. So no need to complicate it.
Tell the user how to update like he asked. there's no indication that this user is in a corporate setting. The answer is C
The customer is asking how to run an update, and as a support person we should asnwer his enquiry. Support center help the customer not instruct the customer what to do. However, if there is a company policy in the call center that advise this answer it will be just an advise and if the customer insisted on knowing how to update the agent must comply ... I want to calrify, why D is the right answer? is that just the website opnion or it is confirmed that CompTIA will use answer D ?? because i may need to reconsider what courses I will be studying in the future
Inform the user. If it is blocked, then it will let them know. Normally updates in an organization come from an internal update server anyway.
C is the best answer, read the question carefully, which states "The call Center Technician receives a call", this doesnt which indicates that this is just a regular user who wants to know how to update Windows
what is a "call center"? if we have "call center" in the office then this means the user working in an enterprise and the answer should be "D", but if by "call center" we mean that an ordinary user from home calling a call center then the answer is "C". I go with C
CompTIA will be tricky with questions. They want you to try to pull in information that they didn't say. So, only take your decision making data from the question. In this case, no where in the question does it mention that "your company sends out patches automatically every month," or even say that the technician is working for an "internal call center/help desk." Because CompTIA doesn't provide any information about what company policies might or might not be, go with the simplest answer. Tell the user how to check for updates. Within my own org, our updates on our network don't go directly to the Microsoft update server. Our org is large enough that they run their own update server, on top of the software center that is normally used to manage updates and software. And yet, if someone called in to my desk asking how to check for updates, I would give them much the same directions as C.
I think I get what the question is asking. Basically it's just stating "call center." Now this call center can just be a regular Windows call center, like Microsoft Support and the user is just a normal user asking how would they update windows on their computer. It doesn't say anything regarding a corporate environment or an employee calling in, it just says user. If that's the case it would be C.....a patch is usually released to address critical security vulnerabilities or other major issues after an update, if there are any issues found. So it would not be D because the user isn't calling in about any issues.
The only answer
D. Advise the user to wait for an upcoming, automatic patch BECAUSE IS WINDOWS not a smartphone, why he wants to update windows before everybody else?
his guides the user to access the Windows Update settings to manually check for updates. This is a standard procedure for users to initiate the update process on their Windows systems. The other options, such as suggesting an iPad, requesting the user to text their password, or advising to wait for an upcoming automatic patch, are not recommended or relevant to the user's request for updating Windows.
the answer is C
The trick behind this one i think is not to think too corporate minded, it doesn't say what the user is that's calling, when they say call centre it could well be one of those tech support premium rate lines?. so i'm going to say C too on one.
Without any other extra information on whether the client on an enterprise environment, the answer is without a doubt Option C.
D should be done if there is no available updates at the time, answer has to be C.
C. Ask the user to click in the Search field, type Check for Updates, and then press the Enter key.