Republic of the Philippines

Department of Education
MIMAROPA REGION
MARCELINO A. JAVAREZ NATIONAL HIGH SCHOOL
TLE 8
CONTACT CENTER SERVICING
3RD QUARTER EXAMINATION
Part I. Directions: Read and analyze each items carefully. Write the correct answer on the answer sheet.
1. What do you call a computer screen or a device with a screen on which words or pictures can be shown?
A. Modem B. Monitor C. Speaker D. UPS
2. What is the effective part of a radio, television, computer, or of a piece of electrical equipment for playing
recorded sound, through which the sound is played?
A. Modem B. Monitor C. Speaker D. UPS
3. What is an electronic device that allows one computer to send information to another through standard
phone lines and therefore over long distances?
A. Modem B. Monitor C. Speaker D. UPS
4. What is a hardware device that provides a backup power source in case of a power outage (blackout),
brownout, or a surge in power?
A. Modem B. Monitor C. Speaker D. UPS
5. What do you call a network cable that consists of four twisted pairs of copper wire terminated by an RJ-45
connector?
A. Earphones B. Keyboard C. LAN cable D. Microphone
6. What do you call the set of keys arranged in rows that you use to operate a computer?
A. Earphones B. Keyboard C. LAN cable D. Microphone
7. What do you call a piece of electronic equipment that you put over or in your ears so that you can listen
privately to radio, recorded music?
A. Earphones B. Keyboard C. LAN cable D. Microphone
8. What is a small device that you move across a surface in order to move a cursor on your computer screen?
A. AVR B. CPU C. Mouse D. Webcam
9. Which of the equipment has a camera that records moving pictures and sound and allows these to be
broadcast on the internet as they happen?
A. AVR B. CPU C. Mouse D. Webcam
10. What is a central processing unit the part of a computer that controls all the other parts?
A. AVR B. CPU C. Mouse D. Webcam
11. Which of the following is NOT a computer hardware maintenance procedure?
A. Clean your disk
 B. Don’t block the vents
C. Don’t overcharge your battery
D. Keep your food and drink away from pcs
12. What computer maintenance should be performed if your PC is filled with a large amount of
unnecessary information including temporary files, thumbnails, web pages, old Windows installation, and
more others?
A. Always run your firewall
B. Clean your disk
C. Uninstall programs you don’t use
D. Update windows system and programs
13. Which of the following computer maintenance organizes your files, faster the disk access times, and
improved system performance?
A. Clean your disk
B. Defragment
C. Update windows system and programs
D. Use a disk space analysis tool
14. What is a set of maintenance tasks and procedures that help to keep the computer software and hardware
updated and operational?
A. Computer Maintenance C. File Maintenance
B. Corrective Maintenance D. Preventive Maintenance
15. Which of the following is a vital part of regular personal computer maintenance since unexpected hard
drive failure, serious computer problems, viruses, etc. can cause data loss?
A. Always run your firewall
B. Clean your PC system
C. Create a backup for your important files and system
D. Run antivirus and malware scans regularly
16. Which of following types of computer maintenance that develops the system of your computer so it can
perform more efficiently?
A. Corrective Maintenance C. Predictive Maintenance
B. Evolutionary Maintenance D. Preventive Maintenance
17. What refers to routine changes, updates, copying, moving, or deleting of files on a computer?
A. Computer Maintenance C. File Maintenance
B. Corrective Maintenance D. Preventive Maintenance
18. Which type of computer maintenance uses a diagnostic tool to anticipate possible failures and avoid
some possible issues?
A. Corrective Maintenance C. Predictive Maintenance
B. Evolutionary Maintenance D. Preventive Maintenance
19. What is the type of computer maintenance that is carried out to prevent possible
failures, improve the function of a system and prolong the life of various computer
components?
A. Corrective Maintenance C. Predictive Maintenance
B. Evolutionary Maintenance D. Preventive Maintenance
20. What computer maintenance should be performed if some of your installed
programs slow down your computer over time and take much disk space?
A. Always run your firewall
B. Clean your disk
C. Uninstall programs you don’t use
D. Update windows system and programs

Part III. Directions: Arrange the steps in performing basic computer file maintenance
procedures. Use letters to show proper order.
Steps to Delete tmp Files
_____ 21. Click Search Now
_____ 22. Edit | Select All
_____ 23. In the search box type *.tmp
_____ 24. Press Delete key
_____ 25. Select All Files or Folders
_____ 26. Start | Search

Steps to Empty Recycle Bin:

_____ 27. Check to make sure there are no files that need to be restored.
_____ 28. Click on Empty Recycle Bin or File | Empty Recycle Bin
_____ 29. Double click on Recycle Bin icon on desktop

Steps to Delete Temporary Internet Files and Cookies in Internet Explorer:

_____ 30. Click Delete Files to remove temporary files
_____ 31. Under Temporary Internet Files:
_____ 32. Select Tools | Internet Options
_____ 33. Restart Internet Explorer
_____ 34. Click Delete Cookies to remove cookies
 Steps to Remove Unnecessary Software:
_____ 35. Click Remove/Change
_____ 36. Start | Control Panel
_____ 37. Highlight program to remove
_____ 38. Select Add/Remove Programs
_____ 39. Follow the instructions provided by the software for removal
Part II. Directions: Below are the different equipment in contact center servicing. Choose the letter of the
correct name from the box below.

A. SPEAKER B. MICROPHONE C. LAN CABLE D. MOUSE E. CPU

F. MODEM G. UPS H. KEYBOARD I. HEADPHONE
J. PRINTER

40 41

42 43

44 45

46 47

48 49

50
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