- (Topic 2)
A user entered a help desk ticket stating the latest calendar updates have not appeared on the user's corporate mobile device for several days, even though updates do appear on the user's laptop. Which of the following actions will MOST likely enable calendar alerts?

1. A. Checking that the ringer volume on the device is high enough to be audible
2. B. Ensuring the corporate password is saved correctly in the calendar application
3. C. Installing a third-party calendar application and synchronizing it with the corporate calendar
4. D. Remotely wiping the mobile device and reinstalling all applications

Correct Answer: B

- (Topic 3)
Which of the following network options would work BEST to ensure a client-side virtual machine cannot access the rest of the network?

1. A. NAT mode
2. B. Bridge mode
3. C. Direct mode
4. D. Host-only mode

Correct Answer: D
Host-only mode is a network option that isolates a client-side virtual machine from the rest of the network. It allows the virtual machine to communicate only with the host machine and other virtual machines on the same host. NAT mode allows the virtual machine to share the host’s IP address and access the network through it. Bridge mode allows the virtual machine to have its own IP address and connect directly to the network. Direct mode is not a valid network option for virtual machines.

- (Topic 2)
A help desk technician thinks a desktop PC has failed due to a defective power supply. Which of the following steps should the technician take NEXT?

1. A. Inquire about environmental or infrastructure changes.
2. B. Conduct external or internal research based on symptoms.
3. C. Establish a plan of action to resolve the problem and implement the solution.
4. D. Document the findings, actions, and outcomes.

Correct Answer: C
Once the technician has determined that the power supply is likely to be defective, they should establish a plan of action to resolve the problem. This may include replacing the power supply or further testing to confirm that it is indeed defective. After establishing a plan of action, the technician should implement the solution and verify that it has resolved the issue.

- (Topic 4)
A technician is troubleshooting a PC that makes grinding noises and eventually shuts down. The technician determines the PC is overheating. Which of the following is most likely failing?

1. A. RAM
2. B. Motherboard
3. C. SSD
4. D. CPU fan

Correct Answer: D
The most likely component that is failing and causing the PC to overheat is D. CPU fan. The CPU fan is a vital part of the cooling system that prevents the CPU from overheating by blowing air over the heatsink and dissipating the heat. If the CPU fan is faulty, noisy, or clogged with dust, it can reduce the airflow and cause the CPU temperature to rise12. This can result in poor performance, instability, or shutdowns of the PC.
The other components are less likely to be the cause of overheating. RAM, motherboard, and SSD do not generate as much heat as the CPU and usually do not require fans to cool them down1. They may overheat if there is poor ventilation in the case or if they are defective, but they are not as common as a failing CPU fan.
Therefore, the correct answer is D. CPU fan. This is the most likely component that is failing and causing the PC to overheat.

- (Topic 3)
Atechnician is replacing all RJ45 cables in a customer environment. Which of the following are the BEST tools to execute the task? (Select TWO).

1. A. Optical fiber tester
2. B. Scissors
3. C. Cable tester
4. D. Crimper
5. E. Coaxial cable
6. F. Screwdriver

Correct Answer: CD
A cable tester and a crimper are the best tools to execute the task of replacing all RJ45 cables in a customer environment. A cable tester can be used to check the continuity and quality of a cable, and a crimper can be used to attach RJ45 connectors to the ends of a cable. An optical fiber tester is a tool that can be used to test fiber optic cables, which are not RJ45 cables. Scissors are not a tool for replacing cables, but for cutting them. A coaxial cable is a type of cable that has a single copper conductor at its center, which is not an RJ45 cable either. A screwdriver is not a tool for replacing cables, but for fastening or loosening screws.