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A+ Core Service Technician Examination Blueprint
Introduction
For A+
Certification, the examinee must pass both this examination and the A+
DOS/Windows Service Technician examination.
This examination
measures essential competencies for a break/fix microcomputer hardware service
technician with six months of on-the-job experience. The examinee must
demonstrate knowledge to properly install, configure, upgrade, troubleshoot and
repair microcomputer hardware. This includes basic knowledge of desktop and
portable systems, as well as basic networking and preventive maintenance
procedures.
This examination
will include questions that measure the examinee's knowledge of effective
behaviors that contribute to customer satisfaction. The customer satisfaction
questions will be scored but will not impact final pass/fail score on this
examination.
The skills and
knowledge measured by this examination are derived from an industry-wide job
task analysis and validated through a worldwide survey of 5,000 A+ Certified
professionals. The results of the worldwide survey were used in weighting the
domains and ensuring that the weighting is representative of the relative
importance of that content to the job requirements of a service technician with
six months on-the-job experience.
This examination
blueprint includes weighting, test objectives, and example content. Example
topics and concepts are included to clarify the test objectives; they should not
be construed as a comprehensive listing of the content of this examination.
The table below
lists the domains measured by this examination and the approximate extent to
which they are represented.
|
% of Examination (approximately) |
|
|
30% |
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20% |
|
|
10% |
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10% |
|
|
10% |
|
|
5% |
|
|
5% |
|
|
10%1 |
|
|
Total |
100% |
Note: The Customer Satisfaction domain will be scored but will not impact final pass/fail score on the A+ Core examination.
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Domain 1.0 Installation, Configuration, and
Upgrading
This
domain requires the knowledge and skills to identify, install, configure, and
upgrade microcomputer modules and peripherals, following established basic
procedures for system assembly and disassembly of field replaceable modules.
Elements include ability to identify and configure IRQs, DMAs, I/O addresses,
and set switches and jumpers.
Content Limits
1.1 Identify
basic terms, concepts, and functions of system modules, including how each
module should work during normal operation.
Examples of
concepts and modules:
1.2 Identify
basic procedures for adding and removing field replaceable modules.
Examples of
modules:
1.3 Identify
available IRQs, DMAs, and I/O addresses and procedures for configuring them for
device installation.
Content may
include the following:
1.4 Identify
common peripheral ports, associated cabling, and their connectors.
Content may
include the following:
Examples of types
of connectors:
1.5 Identify
proper procedures for installing and configuring IDE/EIDE devices.
Content may
include the following:
1.6 Identify
proper procedures for installing and configuring SCSI devices.
Content may
include the following:
1.7 Identify
proper procedures for installing and configuring peripheral devices.
Content may
include the following:
1.8 Identify
concepts and procedures relating to BIOS.
1.9 Identify
hardware methods of system optimization and when to use them.
Content may
include the following:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge or skill would likely choose,
but are generally plausible responses fitting into the content area.
Sample
Directions:
Read the statement
or question and, from the response options, select only one letter that
represents the most correct or best answer.
Sample Test
Items:
1. Which statement
is true regarding SCSI termination?
A. Only drives must be terminated.
B. Only adapters must be terminated.
C. No termination is necessary.
D. Both ends of the chain must be terminated.
Correct answer: D
2. External modems
are usually connected to a(n)
A. SCSI port
B. LPT port
C. serial port
D. parallel port
Correct answer: C
3. The major
advantage of using Flash ROM is
A. you can upgrade
BIOS without replacing the chip
B. you do not have to re-load the operating system
C. hard drives are protected
D. memory capacity is increased
Correct answer: A
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Domain
2.0 Diagnosing and Troubleshooting
This domain requires
the ability to apply knowledge relating to diagnosing and troubleshooting
common
module problems and system malfunctions. This includes knowledge of the symptoms
relating to common problems.
Content Limits
2.1 Identify
common symptoms and problems associated with each module and how to troubleshoot
and isolate the problems.
Content may
include the following:
2.2 Identify
basic troubleshooting procedures and good practices for eliciting problem
symptoms from customers.
Content may
include the following:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge or skill would likely choose,
but are generally plausible responses fitting into the content area.
Sample
Directions:
Read the statement
or question and, from the response options, select only one letter that
represents the most correct or best answer.
Sample Test
Items:
1. Installing a
floppy cable backwards will
A. destroy the
floppy drive
B. cause the controller card to fail and require replacement
C. cause the system to lock up
D. render the drive inoperable but cause no damage
Correct answer: D
2. You have a system
with one EIDE drive. You connect a second EIDE drive to the same cable as the
first drive, set it to slave, and apply power. The original drive auto-detects,
but not the new one. What could be the problem?
A. The CMOS is
loose.
B. The LBA or E-CHS is not active.
C. The master drive has a separate "single drive" setting.
D. There is no power to the master drive.
Correct answer: C
3. When an I/O
device such as a serial port or modem is not enabled during startup, what is the
cause?
A. corrupted memory
B. failed BIOS
C. lost clusters
D. monitor burnout
Correct answer: B
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Domain 3.0 Safety and Preventive Maintenance
This domain requires
the knowledge of safety and preventive maintenance. With regard to safety, it
includes the potential hazards to personnel and equipment when working with
lasers, high voltage equipment, ESD, and items that require special disposal
procedures that comply with environmental guidelines. With regard to preventive
maintenance, this includes knowledge of preventive maintenance products,
procedures, environmental hazards, and precautions when working on microcomputer
systems.
Content Limits
3.1 Identify the
purpose of various types of preventive maintenance products and procedures
and
when to use/perform them.
Content
may include the following:
3.2 Identify
procedures and devices for protecting against environmental hazards.
Content may
include the following:
3.3 Identify the
potential hazards and proper safety procedures relating to lasers and
high- voltage equipment.
3.4 Identify
items that require special disposal procedures that comply with environmental
guidelines.
Content may
include the following:
3.5 Identify ESD
(Electrostatic Discharge) precautions and procedures, including the use
of ESD
protection devices.
Content may
include the following:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge or skill would likely choose,
but are generally plausible responses fitting into the content area.
Sample
Directions:
Read the statement
or question and, from the response options, select only one letter that
represents the most correct or best answer.
Sample Test
Items:
1. When power is
restored after a power outage, what should you do to protect your system?
A. Disconnect the
CRT.
B. Close all programs.
C. Turn off the power.
D. Unplug all power cords.
Correct answer: D
2. What is the first
step to safely service a laser unit?
A. Unplug the unit.
B. Check the paper feed.
C. Inspect the mechanism.
D. Check for power.
Correct answer: A
3. Electrostatic
discharge occurs when objects
A. are ungrounded
B. have dissimilar electric potential
C. are in a humid environment
D. are removed from their protective bags
Correct answer: B
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Domain 4.0 Motherboard/Processors/Memory
This domain requires
knowledge of specific terminology, facts, ways and means of dealing with
classifications, categories and principles of motherboards, processors, and
memory in microcomputer systems.
Content Limits
4.1 Distinguish
between the popular CPU chips in terms of their basic characteristics.
Content may
include the following:
4.2 Identify the
categories of RAM (Random Access Memory) terminology, their locations,
and
physical characteristics.
Content may
include the following:
4.3 Identify the
most popular type of motherboards, their components, and their architecture
(for
example, bus structures and power supplies).
Content may
include the following:
4.4 Identify the
purpose of CMOS (Complementary Metal-Oxide Semiconductor), what it contains and
how to change its basic parameters.
Example Basic
CMOS Settings:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge or skill would likely choose,
but are generally plausible responses fitting into the content area.
Sample
Directions:
Read the statement
or question and, from the response options, select only one letter that
represents the most correct or best answer.
Sample Test
Items:
1. MMX capability
enhances
A. caching speed
B. floppy disk transfer
C. multimedia
D. media mix execution
Correct answer: C
2. One reason for an
incorrect time/date setting could be
A. low power supply
voltage
B. low CMOS battery
C. low disk space
D. a bad UPS
Correct answer: B
3. The following
drive type parameters can be configured in CMOS EXCEPT
A. tracks
B. cylinders
C. seek time
D. number of heads
Correct answer: C
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This domain requires
knowledge of basic types of printers, basic concepts, printer components, how
they work, how they print onto a page, paper path, care and service techniques,
and common problems.
Content Limits
5.1 Identify
basic concepts, printer operations and printer components.
Content may
include the following:
5.2 Identify care
and service techniques and common problems with primary printer types.
Content may
include the following:
5.3 Identify the
types of printer connections and configurations.
Content may
include the following:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge or skill would likely choose,
but are generally plausible responses fitting into the content area.
Sample
Directions:
Read the statement
or question and, from the response options, select only one letter that
represents the most correct or best answer.
Sample Test
Items:
1. On a laser
printer, the laser beam
A. burns the toner
to the paper
B. fuses the image to the transfer corona
C. changes the charge on the photosensitive drum
D. provides the main power to the primary corona
Correct answer: C
2. A laser printer
keeps getting a "MEM Overflow" error. Which of the following is NOT a
possible fix?
A. Reduce RET.
B. Replace the printer's RAM.
C. Add more RAM to the printer.
D. Reduce the print resolution.
Correct answer: B
3. Which type of
connector is used for a parallel connection on a printer?
A. Centronics
(36-pin) D-Shell
B. 25-pin (DB-25) male
C. 25-pin (DB-25) female
D. 9-pin (DB-9) male
Correct answer: A
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This domain requires
knowledge of portable computers and their unique components and problems.
Content Limits
6.1 Identify the
unique components of portable systems and their unique problems.
Content may
include the following:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge or skill would likely choose,
but are generally plausible responses fitting into the content area.
Sample
Directions:
Read the statement
or question and, from the response options, select only one letter that
represents the most correct or best answer.
Sample Test Item:
1. Type I PC Card (PCMCIA)
is
A. the thinnest and
measures 3.5mm in thickness
B. the thickest and measures 10.5mm in thickness
C. the same size as other cards but configured differently
D. not compatible with new laptops
Correct answer: A
2. A laptop has a
black border on the screen and the screen does not fill the entire LCD. This
could indicate
A. a bad battery
B. incorrect BIOS
C. incorrect display settings
D. insufficient system RAM
Correct answer: C
3. Which term refers
to a PC Card (PCMCIA) you can remove and replace without powering off?
A. card services
B. hot-swappable
C. socket services
D. Plug and Play
Correct answer: B
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This domain requires
knowledge of basic network concepts and terminology, ability to determine whether a computer is networked, knowledge of procedures for swapping and
configuring network interface cards, and knowledge of the ramifications of
repairs when a computer is networked.
Content Limits
7.1 Identify
basic networking concepts, including how a network works.
Content may
include the following:
7.2 Identify
procedures for swapping and configuring network interface cards.
7.3 Identify the
ramifications of repairs on the network.
Content may
include the following:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge or skill would likely choose,
but are generally plausible responses fitting into the content area.
Sample
Directions:
Read the statement
or question and, from the response options, select only one letter that
represents the most correct or best answer.
Sample Test
Items:
1. A 10BaseT cable
is normally connected to a computer with a(n)
A. BNC connector
B. TX connector
C. RJ-11 connector
D. RJ-45 connector
Correct answer: D
2. An improperly
configured network interface card could
A. prohibit the PC
from powering up
B. prohibit network access
C. damage a sound card
D. cause screen flicker
Correct answer: B
3. The IRQ for a PCI
network interface card is NOT configured with
A. CMOS
B. BIOS
C. jumpers
D. the operating system
Correct answer: C
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Domain 8.0 Customer Satisfaction
This domain requires
knowledge of - and sensitivity around - those behaviors that contribute to
satisfying customers. More specifically, these behaviors include such things as:
the quality of technician-customer personal interactions; the way a technician
conducts him or herself professionally within the customer's business setting;
the credibility and confidence projected by the technician
which, in turn,
engenders customer confidence; the resilience, friendliness, and efficiency that
can unexpectedly delight the customer above and beyond the solving of a
technical problem. This domain is NOT a test of specific company policies or
procedures.
Content Limits
8.1 Differentiate
effective from ineffective behaviors as these contribute to the maintenance
or
achievement of customer satisfaction.
Content may
include the following:
Response Limits:
The examinee
selects, from four (4) response options, the one option that best completes the
statement or answers the question. Distracters or wrong answers are response
options that examinees with incomplete knowledge would likely choose, but are
generally plausible responses fitting into the content area.
Sample
Directions:
For each item below,
choose the one BEST answer. The overriding objective of this test is to test
your knowledge of and sensitivity to behaviors that promote customer
satisfaction. Base your choices solely on what would "please the
customer" and NOT on any particular company or service organization's
policy.
Sample Test
Items:
Item 1.
Technician: "Please
take a moment and tell me in your own words what happened. What's the
problem?"
Customer:
"Thanks, I'd welcome the opportunity. Well, I reached over to turn the PC
on and it just wouldn't start. It seemed like"
Technician: "Wait!
Back up just a minute! Did you have to stand up or move your chair when you
reached over to power up the PC? Is it possible that your electrical cord was
exposed and that you may have accidentally unplugged it with your foot? Where
was your foot in relation to the power strip? This problem is common among
inexperienced users you folks haven't had time yet to learn to be comfortable
with the equipment. As a rule, inexperienced customers tend to be overly clumsy
or timid. Why don't we check the cord"
Customer:
"As I was saying, it seemed like the power supply was acting up again. You
should probably know that I'm an electrical engineer with a bit more experience
in these matters than you seem to indicate. Now, with your permission, I'll
continue"
1. From the options
listed below, select the one answer that BEST exemplifies how the technician
should have handled this situation to increase customer satisfaction.
A. Allowed the
customer to explain the problem fully before exploring specific causes.
B. Not assumed that the cord was unplugged since the symptom could be caused by
other problems.
C. Asked the customer to review the troubleshooting guide for common problems
before calling for help.
D. Avoided abrupt orders like "back up!" in favor of more polite
expressions such as "may I interrupt?"
Correct answer: A
2. The
BEST way for a technician to communicate with a customer is to speak
A. rapidly without
interruption so that the customer's time is not wasted
B. very slowly, focusing on the message so that the discussion does not get
off-track
C. excitedly with dramatic hand gestures in order to keep the customer's
attention
D. clearly and at a pace that accommodates the customer's ability to understand
Correct answer: D
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