Ilocos Sur National High School

Senior High School

(G11) COMPUTER SYSTEMS SERVICING NC II-1 (CSS NC II-1)
First Quarterly Examination, First Semester SCORE
S.Y. 2019 - 2020

NAME: _________________________ SECTION: __________________ LRN: ____________________

Direction: Multiple Choice. Read the statement carefully. Write the letter of the correct answer on the
space provided.

_____ 1. Gina and her team wrote an SOP for her organization a few years back. However, Gina was recently
informed of an update to the law, which now affects the regulations this SOP addresses. She plans to
delegate the revision of this SOP to one of her employees. Which section needs to be addressed?
A. Data and records management C. Title page
B. Personnel involved in the procedure D. Scope and applicability
_____ 2. Your new laptop has built-in wireless but it isn’t connecting to the access point. Which of the following
could be the cause?
A. The Network Interface Cards’ driver is incorrect
B. The Network Interface Cards is turned off
C. The Network Interface Cards’ encryption is not enabled
D. The Network Interface Card has shorted out
_____ 3. While manning the help desk, you get a call from Sharon in accounting. She's lost a file that she
knows she saved to her hard drive. Which of the following statements would direct Sharon to open her
My Documents folder in the most efficient and professional manner?
A. Sharon, check My Documents.
B. Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let's
look there first. Click on the Start button and move the mouse until the cursor hovers over My
Documents. Then press the left mouse button and tell me what you see when My Documents opens.
C. It probably just defaulted to My Docs. Why don't you open Excel or whatever program you used to
make the file, and then open a document and point it to My Documents?
D. Look Sharon, I know you’re a clueless when it comes to computers, but how could somebody lose a
file. Just open my Documents and look there for the file.
_____ 4. While troubleshooting a fairly routine printing problem, the customer explains in great detail precisely
what he was trying to do, what happened when he tried to print, and what he had attempted as a fix for
the problem. At what point should you interrupt him?
A. After he describes the first problem C. As soon as you have a solution
B. As soon as you understand the problem D. Never
_____ 5. Which statement best describes a standard operating procedure (SOP)?
a. SOPs are written descriptions of regularly occurring processes.
b. SOPs summarize company policy.
c. SOPs are a list of applicable state and federal regulations.
d. SOPs are 'how to' guides for every process within an organizational system.
_____ 6. In order to deal with defects effectively, most organizations have a process that is enforced. Usually
the process requires you to: a) Identity defects b) Document defects c) Report defects d) Fix it yourself.
A. A and B only C. A and D only
B. A, B and C only D. All of these
_____ 7. The efficiency and durability of any peripheral device is largely dependent on the monitoring of that
equipment, as well as the routine maintenance checks and servicing that it receives. When monitoring
equipment, the following should be checked for; a) Faults b) Wear and tear c) Adequacy d) Age
A. A and B only C. A, B, and C only
B. A and D only D. All of these
_____ 8. One of the consequences of omitting regular maintenance is to invite a build-up of dust and dirt. This
leads to problems such as: a) Keyboard keys sticking b) Mouse skipping or erratic behavior c) Printer,
fax, and photocopier jamming d) Power supply failure.
A. A and B only C. A, B, and C only
B. C and D only D. All of these
_____ 9. A user report that the stylus in his Tablet PC is not working well. What should you try first?
A. Align the screen C. Disable and enable the stylus
B. Clean the stylus D. Run the service Windows scanner
_____ 10. How can you keep your computer and other devices safe from harm?
A. Eat snacks and have drinks beside your computer
B. Use your laptop as a table for food and drink
C. Use your computer in a workspace away from food and drink
D. Grab your device with one hand to move it around
_____ 11. After making a sales call, Joe received an email from a vendor asking for more clarity on how Joe’s
company would help the vendor market the product. In which manual should Joe look to find the best
answer for the vendor?
A. Lab Manual C. Field Manual
B. Service Manual D. Operations Manual
_____ 12. Which of these is least likely to need a continuously updated manual?
A. A microwave oven C. A telephone
B. An operating system D. A cloud-based application
_____ 13. Which manual is provided by the company to the consumer?
A. Policy Manual C. Operations Manual
B. Owner’s Manual D. Training Manual
_____ 14. Two technicians are discussing the need for the history of the vehicle. Technician A says that an
accident could cause faults to occur after the repair due to hidden damage. Technician B says that
some faults could be related to a previous repair. Which technician is correct?
A. Technician A only C. Both Technician’s A and B
B. Technician B only D. Neither Technician A nor B
_____ 15. Wiring diagrams are usually found where?
A. Owner’s manuals C. Factory service manuals
B. Unit repair manuals D. Lubrication manuals
_____ 16. What type of manual includes time needed to perform service procedures?
A. Flat-rate manuals C. Owner’s manuals
B. Factory service manuals D. Lubrication manuals
_____ 17. Component location can be found in _____.
A. Factory service manuals C. Owner’s manuals
B. Component location manuals D. Both A and C
_____ 18. Aftermarket service information is available in what format?
A. Manuals C. CDs or DVDs
B. Internet D. All of these
_____ 19. Aftermarket parts catalogs can be a useful source of information and they are usually ___.
A. free. C. available by paid subscription
B. available on CD or DVD D. available for a free on a secured internet site
_____ 20. Which type of manual or service information includes the flat rate time and the cost of parts?
A. Parts and time guides C. Factory service manuals
B. Components location guides D. Free Internet site
_____ 21. This is the degree to which a product or service meets a customer's expectations.
A. Customer Loyalty C. Rate of Return
B. Consumer Affiliation D. Customer Satisfaction
_____ 22. If you are trying to learn whether a customer is satisfied with the construction of a product, what type
of factor are you examining?
A. Quality of the product C. Quality of the service provided
B. Price of the product D. Value of the product
_____ 23. How might a business be able to find out if its customers are satisfied with its services or products?
A. Conduct a customer satisfaction survey C. Interview each customer individually
B. Conduct a year-long case study D. Call the customer at home the night
they’ve purchased the product
_____ 24. If you had a customer who had a problem or query, what might you do to help them?
A. Ignore them C. Wait for them to ask someone else
B. Ask them what the problem is D. None of these
_____ 25. A persons feeling of pleasure which results in products performance that match expectations is
called __________.
A. satisfaction C distinctive proposition
B. dissatisfaction D. superior value
_____ 26. One reason there is a continuous need for quality improvement is __________.
A. a heavy turnover of staff. C. a change in national health care policy.
B. to meet customers’ rising or changing expectations. D. a rise or fall in economy.
_____ 27. Why were quality management programs developed?
A. Need to increase productivity C. Need to decrease cost
B. A and B D. A and C
_____ 28. Which of the following is an example of the “right things done right” philosophy?
A. Using good equipment incorrectly C. Using out-dated equipment correctly
B. Using good equipment correctly all the time D. Using out-dated equipment incorrectly
_____ 29. In order for quality performance to occur staff should be __________.
A. involved C. bystanders
B. ready D. rested
_____ 30. Improving performance is dependent on improving __________.
A. expectations. C. the process.
B. attitude. D. the customer.
_____ 31. How do you access message in your email?
A. Open your web browser, click on inbox and double click on message.
B. Open the email client, click on inbox and double click on message.
C. Open start menu, click on inbox and double click on message.
D. Open up Microsoft word, click on email link, and double click on message.
_____ 32. How do we cut and/or copy a portion of text and move it to a new location?
A. Drag the pointer across the text. Then, select open in the clipboard group. Next, place the cursor where
we want the text. Finally, click delete.
B. Right click on the first word we want to copy. Then, select cut or copy. Next, place the cursor where we
want the text. Finally, click copy.
C. Drag the pointer across the text. Then, select cut or copy in the clipboard group. Next, place the cursor
where we want the text. Finally, click paste.
D. Select cut or copy in the clipboard group. Then, select the portion we want to copy with the cursor.
Next, place the cursor where we want the text. Finally, click paste.
_____ 33. How do we close an application?
A. Clicking the space bar twice. C. Selecting the Minimize icon.
B. Selecting the red “X” icon. D. Selecting the Maximize icon.
_____ 34. When working with text boxes, which of the following is a true statement?
A. A text box can only contain text.
B. A text box cannot be moved once placed on a page.
C. A text box does not automatically resize to adjust for size or amount of text placed in it.
D. A text box cannot be filled with a pattern.
_____ 35. Which of the following choices are ways to protect your personal information when online?
A. Don’t open emails from unknown sources. C. Use a firewall
B. Choose a good password D. Install an antivirus program
_____ 36. You have just purchased licensed software and want to install it. Which of the following are you
required to enter to install this software?
A. Your name and contact information C. The product key
B. The serial number of your processor D. None of the above

_____ 37. What is the reason why the carpet is better than tile for work space?
A. Because the tile is harder, it may deform components when drop.
B. Because screws and other small parts will roll around.
C. Because this has been the routine ever since.
D. Because you might slip while working in tiles.
_____ 38. Susan wants to play the games that come with Windows on her computer, but they are not on the
Start menu. What should she do in this scenario?
A. Install the games from the Control Panel C. Install the games from Windows update
B. Install the games from System update D. Delete and reinstall Windows

_____ 39. You just installed an antivirus program on your laptop computer. Given a scenario in which you want
to maintain proper levels of security, how often should you update the software?
A. At least once a week C. At least once a month
B. At least twice a year D. Only when a new virus is discovered

_____ 40. You have just plugged in a new HP printer to your Mac. You can’t find a printer driver. What should
you do given the circumstances?
A. Uses the default HP printer C. Visit Apple’s website to download the printer driver
B. Run software update to automatically D. Visit HP’s website to download the printer driver
install the printer
_____ 41. To care for data on disks you should do all of the following EXCEPT ____.
A. avoid exposing disks to high heat.
B. avoid exposing disks to dust and smoke.
C. avoid bending the disks.
D. keep the disks near magnets to keep the magnetic charge strong
_____ 42. To protect the data on a USB flash drive, you can _____.
A. save an antivirus in a flash drive.
B. hang it from your keychain using the drive's cap.
C. encrypt the data.
D. change the file attributes to Read-Only.
_____ 43. Web browsers are cheaper than MS Office Applications.
A. True, because not all is compatible with Windows.
B. True, because web browsers need to be upgraded every year.
C. False, web browsers are free to download from the web.
D. False, because MS Office Applications costs more.
_____ 44. Which of the following is a TRUE statement?
A. You are free to copy information you find on the Web and include it in your research report.
B. You do not have to cite the Web sources you use in your research report.
C. You should never consult Web sources when you are doing a research report.
D. Just like print sources, Web sources must be cited in your research report. You are not free to
plagiarize information you find on the Web.
_____ 45. Ergonomics principle suggests that __________.
A. monitoring displays should be placed outside peripheral limitations.
B. glow-in-the dark dials made of reflective substances are good for viewing in the nights.
C. visual systems should be preferred over auditory systems in noisy locations.
D. all of these statements are applicable.
_____ 46. Why do we use folders?
A. They mimic what we used in real life
B. Because it is what Microsoft says we have to use
C. So we have structure and order in our organization
D. None of these
_____ 47. How do we create a new folder?
A. File  Select All  New Folder C. File  New  Folder
B. File  Create Shortcut  Title D. Edit  View All  Folder
_____ 48. How do we rename a folder?
A. File  View  Properties C. File  Rename
B. File  Delete  New Folder  Rename D. File  View  Shortcut  Rename
_____ 49. How do we delete a folder?
A. Select Folder Delete Key  Click Yes C. Select Folder  File  Rename
B. Select File  Delete Key  Click Yes D. Select File  Rename
_____ 50. How do we save a file in a folder?
A. File  Rename  Make sure it is in the folder C. File  Save
B. File  Save As  Make sure it is in the right folder D. File  Save As  Rename
_____ 51. Why is it important to check the file type and location?
A. So we know it will work later C. So we can find it again
B. So people cannot steal our work or copy it D. It is not important
_____ 51. Why should students learn correct keyboarding techniques?
A. So they do not develop bad habits that are hard to break.
B. Touch typing allows you to key much faster and you don’t tire as quickly.
C. Improves writing and spelling abilities.
D. All of these
_____ 53. Correct keyboarding posture requires that the body be __________.
A. leaning over the keyboard. C. slightly to the right of the keyboard.
B. reasonable erect in front of the keyboard. D. slightly to the left of the keyboard.
_____ 54. The correct keystroking technique is to use __________.
A. slow moving strokes. C. quick, snappy strokes.
B. slow deliberate strokes. D. any strokes.
_____ 55. The best control of eyes while keying involves __________.
A. looking at the copy most of the time. C. watching the screen most of the time.
B. reading the copy, then watching the keys. D. watching the keys most of the time.
_____ 56. Posture is important to successful keying: the body should be well back in the chair with _______.
A. one arm higher than the other. C. feet hanging loosely.
B. The back fairly straight. D. feet elevated.
_____ 57. How is a search engine similar to the engine in a car?
A. It allows to navigate in an online highway C. It is powered by gasoline
B. It allows the Internet to run smoothly D. It is powered by electricity

_____ 58. If you want to conduct the best internet search possible, what should you do before you begin the
search?
A. Learn a bit about the topic you are searching.
B. Ask your friends about their favorite websites.
C. Look up the history of search engines.
D. Spend a lot of time in the internet.

_____ 59. If you want to narrow down the results of an internet search, what is your best course of action?
A. Log off the internet and go to the library.
B. Try using a more powerful search engine.
C. Add more relevant words to your search.
D. Remove the quotes from around the term you are searching for.

_____ 60. A good search engine is one that produces __________.

A. highly intelligent results based on what you meant.
B. highly accurate results based on what you want.
C. only the most current results available.
D. highly relevant results based on your keywords.

_____ 61. Which of the following statements about search engines and directories is TRUE?
A. A search engine does not discriminate between good and bad sites.
B. A search engine displays all Web pages that contain your keywords and may list thousands of
unordered results.
C. A directory is someone’s attempt to categorize the best sites available for a given subject or topic.
D. All of these.

Read each statement carefully. Write capital letter C if the given statement is true if not write capital letter I if
False on the space provided before each number.
_____ 62. Health and safety procedure is the responsibility of all persons in the computer and technology
industries.
_____ 63. Spotting the hazards means working out how likely it is that a hazard will harm someone and how
serious the harm could be.
_____ 64. If you need to temporarily run a cable across the floor, place the Danger sign similar to those “wet
floor” signs used by cleaning services.
_____ 65. An LCD monitor has a high-voltage anode inside it, which can carry a charge of up to 25,000 volts,
and it can still be holding a high charge day after the power is removed.
_____ 66. Inkjet printer cartridges, or laser printer toner cartridges are hazardous to users.
_____ 67. There are computers in airplanes but not in cars.
_____ 68. Lighting should be as bright as possible to help you see the screen
_____ 69. You should use your wrist rests to support your wrists while typing.
_____ 70. To reduce glare, setup your workstation to face away from the window.
_____ 71. The keyboard should be placed just above the level of your lap.
_____ 72. It is important for your feet to always be flat on the floor.
_____ 73. You should look at your fingers, not at your textbook when working at your computer.
_____ 74. For best results, place the keyboard near the edge of the table.
_____ 75. It is possible to run more than one web browser in a single computer.
_____ 76. Every one of the millions of web pages on the internet has a unique address.
_____ 77. An article that only presents one point of view or omit facts is biased.
_____ 78. With so much information on the internet you are more likely to find what you need.
_____ 79. Better looking at the websites are more likely to have information that is correct.

Direction: Rearrange the following procedures in their proper order. Use numbers to indicate their
order of precedence. Write your answer on the space provided before each statement.

SET A (80-84)
_____ a. With the New Folder name selected, type a new name.

_____ b. Press Enter.

_____ c. Open the drive or folder where you want to create a folder.

_____ d. Click the Organize button on the toolbar,

_____ e. And then click New folder
SET B (85-89)
_____ A. In the top portion of the window of the program or browser you are using, the File menu is
usually located in the upper-left corner of the screen.
_____ B. If you clicked File, select Print from the drop-down menu.
_____ C. If the Print properties window is showing, you can specify additional printing options, such
as how many copies you want or which specific pages you want to print. Once you've
selected the options, click Ok or Print to start the printing process.
_____ D. Either option opens a Print properties window or automatically starts printing the document
or file.
_____ E. Open the document or file you want to print.

Direction: Supply the correct term/word that best fit the statement. Write your answer on the space
provided.
When files are created on the hard disk they are placed one after another. If a file is reopened and worked on,
the new parts has to be placed in the next available free space, so the file becomes fragmented. This
fragmentation causes the operating system to eventually slow down as it has to reassemble the bits of a file
before it can be opened, Defragmenter can reassemble these pieces and improve access time.
90. To access defragmenter, open “____________________”.
91. and right click on the “____________________” to be defragmented.
92. Select “____________________”.
93. Then select “_____________________”.
94. Then ____________________ “Defragment Now”.
95. Click “____________________” button. This will analyze the amount of ____________________.
96. A ____________________ indicating if defragmenter needs to be run will be displayed.
97. ____________________ can still be run, although the report says it is not required.
98. When a report is complete, it can be viewed by selecting “_____________________”.
99. After viewing the report, the utility can be “_____________________”.
100. As part of a regular routine, defragmenter should be run on all drives once a___________________.