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- Herausgeber: John Wiley & Sons
- Kategorie: Wissenschaft und neue Technologien
- Serie: Sybex Study Guide
- Sprache: Englisch
Prepare for the updated A+ certification exams with hundreds of accurate practice questions from the experts at Sybex
The fourth edition of the CompTIA A+ Complete Practice Tests: Core 1 Exam 220-1201 and Core 2 Exam 220-1202 offers hundreds of domain-by-domain practice questions specifically designed to give you the knowledge and confidence you need to succeed on both of the newly updated A+ certification exams. When combined with the included access to the Sybex online test bank and additional practice questions, this resource effectively measures and improves your readiness for this highly popular set of certification tests.
The questions cover mobile devices, networking, hardware, virtualization and cloud computing, and hardware and network troubleshooting. They also test your knowledge of operating systems, security, software troubleshooting, and operational procedures.
Inside this resource:
- Complimentary access to the proven Sybex online test bank with additional practice questions
- Complete coverage of 100% of every subject domain on the Core 1 and Core 2 A+ certification exams (220-1201 and 220-1202)
- Accurate updates consistent with the latest version of the exam
CompTIA A+ Complete Practice Tests, fourth edition, is ideal for anyone preparing for the Core 1 220-1201 and Core 2 220-1202 exams. It will also prove invaluable to IT professionals seeking to hone or upgrade their skillset.
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Table of Contents
Cover
Table of Contents
Title Page
Copyright
Dedication
Acknowledgments
About the Author
About the Technical Editor
Introduction
Part I: Comptia A+ Core 1 Exam 220-1201
Chapter 1: Mobile Devices
Chapter 2: Networking
Chapter 3: Hardware
Chapter 4: Virtualization and Cloud Computing
Chapter 5: Hardware and Network Troubleshooting
Part II: Comptia A+ Core 2 Exam 220-1202
Chapter 6: Operating Systems
Chapter 7: Security
Chapter 8: Software Troubleshooting
Chapter 9: Operational Procedures
Chapter 10: Practice Exam 1 (220-1201)
Chapter 11: Practice Exam 2 (220-1202)
Appendix: Answers to the Review Questions
Chapter 1: Mobile Devices
Chapter 2: Networking
Chapter 3: Hardware
Chapter 4: Virtualization and Cloud Computing
Chapter 5: Hardware and Network Troubleshooting
Chapter 6: Operating Systems
Chapter 7: Security
Chapter 8: Software Troubleshooting
Chapter 9: Operational Procedures
Chapter 10: Practice Exam 1 (220-1201)
Chapter 11: Practice Exam 2 (220-1202)
Index
Advertisement
End User License Agreement
Guide
Cover
Table of Contents
Title Page
Copyright
Dedication
Acknowledgments
About the Author
About the Technical Editor
Introduction
Begin Reading
Appendix: Answers to Review Questions
Index
Advertisement
End User License Agreement
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CompTIA® A+®Complete Practice Tests
Core 1 Exam 220–1201 and Core 2 Exam 220–1202
Fourth Edition
Audrey O’Shea
Copyright © 2025 by John Wiley & Sons, Inc. All rights reserved.
Published by John Wiley & Sons, Inc., Hoboken, New Jersey.
Published simultaneously in Canada.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 750-4470, or on the web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, or online at http://www.wiley.com/go/permission.
The manufacturer’s authorized representative according to the EU General Product Safety Regulation is Wiley-VCH GmbH, Boschstr. 12, 69469 Weinheim, Germany, e-mail: [email protected].
Trademarks: WILEY, the Wiley logo, Sybex, and the Sybex logo are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates, in the United States and other countries, and may not be used without written permission. CompTIA and A+ are registered trademarks or registered service marks of CompTIA, Inc. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc. is not associated with any product or vendor mentioned in this book.
Limit of Liability/Disclaimer of Warranty: The publisher and the author make no representations or warranties with respect to the accuracy or completeness of the contents of this work and specifically disclaim all warranties, including without limitation warranties of fitness for a particular purpose. No warranty may be created or extended by sales or promotional materials. The advice and strategies contained herein may not be suitable for every situation. This work is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional services. If professional assistance is required, the services of a competent professional person should be sought. Neither the publisher nor the author shall be liable for damages arising herefrom. The fact that an organization or Website is referred to in this work as a citation and/or a potential source of further information does not mean that the author or the publisher endorses the information the organization or Website may provide or recommendations it may make. Further, readers should be aware the Internet Websites listed in this work may have changed or disappeared between when this work was written and when it is read.
For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) 762-2974, outside the United States at (317) 572-3993 or fax (317) 572-4002. For product technical support, you can find answers to frequently asked questions or reach us via live chat at https://sybexsupport.wiley.com
Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic formats. For more information about Wiley products, visit our web site at www.wiley.com.
Library of Congress Control Number: 2025911378
Paperback ISBN: 9781394330331
ePDF ISBN: 9781394330355
ePub ISBN: 9781394330348
Cover Design: Wiley
Cover Image: Lighthouse in Maine. © Jeremy Woodhouse/Getty Images
This book is dedicated to my husband Rick, the wind beneath my wings.
—Audrey
Acknowledgments
My most sincere thanks to the Sybex/Wiley team, particularly to Kenyon Brown for the opportunity to author this edition. Also Pete Gaughan and Annie Melnick for their support. Special thank you to Jan Lynn Neal, our project manager, for her always positive and encouraging correspondence, and for giving a gentle nudge when I need it. To Chris Crayton, thank you for pointing out all the little things and providing a fresh perspective. To Kezia Endsley and Jajneswar Chhotaray, thank you so much for those final touches and the joy of working with you. And to all the people behind the scenes, this book would not be possible without you. Thank you.
About the Author
Audrey O’Shea lives in the mountains of beautiful upstate New York with her husband and fur babies. She is a lifelong learner and loves technology. Her life has been dedicated to learning and teaching others, most recently teaching courses in electronics and CompTIA A+ and ITF+ certification at a technical school in upstate New York. Prior to this, she taught Cisco entry-level courses and has taught courses at the community college level, including electrical theory and practice for energy workers and computer information systems. Audrey’s information technology career started in 1989 as owner of a computer consulting firm, and since then she has held the positions of network administrator, tech support specialist, trainer, and consultant and has been a public speaker advocating for women to enter the tech field. She holds degrees in accounting and computer technology, as well as a New York State teaching license.
Audrey also holds several CompTIA certifications, including CompTIA A+, ITF+, Network +, Security +, Project +, CSIS, and CIOS, and she has earned several web, programming, Microsoft, and other certifications. She authored the Wiley books A Geek Girl’s Guide to Electronics and the Internet of Things and Wiley’s LPI Web Development Essentials Study Guide, served as the technical editor for CompTIA A+ Complete Practice Tests, Second Edition, coauthored CompTIA A+ Complete Practice Tests, Third Edition, and has appeared in Wiley Efficient Learning online courses for CompTIA A+ and Project +. Audrey can be reached at [email protected].
About the Technical Editor
Chris Crayton is a technical consultant, trainer, author, and industry-leading technical editor. He has worked as a computer technology and networking instructor, information security director, network administrator, network engineer, and PC specialist. Chris has authored several print and online books on PC repair, CompTIA A+, CompTIA Security+, and Microsoft Windows. He has also served as technical editor and content contributor on numerous technical titles for several of the leading publishing companies. He holds numerous industry certifications, has been recognized with many professional and teaching awards, and has served as a state-level SkillsUSA final competition judge.
Introduction
If you’re picking up this book, there’s a good chance that you want to pass the CompTIA A+ exam. It means that you’re likely either an IT professional looking for certifications or someone who has a bit of computer knowledge and wants to start an IT career. The A+ exam is entry level and is often the first certification test IT technicians take.
Although still considered an entry-level credential, the exam has become more challenging compared to what it was a few years ago. The newest exam puts a slightly higher importance on networking, security, and troubleshooting. New topics include Windows N versions, macOS features and system folders, additional Linux commands, and of course, outdated concepts and commands have been removed. They’ve also removed the troubleshooting steps but expect that anyone taking the exam will have a general understanding of how to go about troubleshooting computer issues.
Although we’re confident that if you can answer all the questions in this book correctly, you can pass the exam, we encourage you to take time to read the explanations and go beyond memorizing questions and answers. One reason is that the questions on the actual exams will be different than the ones written for this book. Another (better) reason is that life isn’t a multiple-choice exam. When you’re in the field and trying to fix a computer, you won’t have possible solutions given to you—you need to have a solid base of knowledge from which to work.
CompTIA® A+® Complete Practice Tests, Fourth Edition, combined with the Sybex CompTIA® A+® Complete Study Guide, Sixth Edition (both the Standard and Deluxe Editions), will help give you the foundation you need to pass the exams. Study them well, and they will also give you the tools you need to navigate a myriad of technical topics and make you more valuable to prospective employers.
What Is A+ Certification?
The A+ certification program was developed by the Computing Technology Industry Association (CompTIA) to provide an industrywide means of certifying the competency of computer service technicians. The A+ certification is granted to those who have attained the level of knowledge and troubleshooting skills that are needed to provide capable support in the field of personal computers and mobile devices. It is similar to other certifications in the computer industry, such as the Cisco Certified Network Associate (CCNA) program and the Microsoft certification programs. The theory behind these certifications is that if you need to have service performed on a certain vendor’s products, you will prefer to use a technician who has been certified in one of the appropriate certification programs rather than just the first “expert” that pops up in a Google search. The difference with A+ is that it’s an industrywide certification and vendor agnostic. That means by passing it, you’re capable of handling different issues regardless of the software or hardware vendor.
Everyone must take and pass two exams: Core 1 (220–1201) and Core 2 (220–1202). You don’t have to take the 220–1201 exam and the 220–1202 exam at the same time, but the A+ certification isn’t awarded until you’ve passed both tests.
Tests are administered by CompTIA’s global testing partner, Pearson VUE. For more information on taking the exam, visit the CompTIA website at www.comptia.org. You can also visit Pearson VUE at www.pearsonvue.com.
Who Should Buy This Book?
If you want to pass the A+ exam, this book is definitely for you. This book is an exam prep book, so if you’re an experienced computer professional, a book like this may be all you need to pass the exam.
However, a book of exam questions isn’t designed to give you all the background you need to truly understand the basics of personal computers, mobile devices, and networking. If you’re newer to the industry, we encourage you to buy a study guide as well, such as the Sybex CompTIA A+ Complete Study Guide. The study guide will provide more depth and context to help you acquire the skills and knowledge you need to be successful. This book then becomes a great companion as you prepare to take the exam.
How to Use This Book and the Interactive Online Learning Environment and Test Bank
This book includes over 1,000 practice test questions, which will help you get ready to pass the A+ exam. The interactive online learning environment that accompanies CompTIA A+ Complete Practice Tests provides a robust test bank to help you prepare for the certification exams and increase your chances of passing them the first time! By using this test bank, you can identify weak areas up front and then develop a solid studying strategy using each of these testing features.
The test bank also offers two practice exams. Take these practice exams just as if you were taking the actual exam: that is, without any reference material. When you’ve finished the first exam, move on to the next one to solidify your test-taking skills. If you get more than 90% of the answers correct, you’re ready to take the certification exams.
You can access the Sybex interactive online test bank at www.wiley.com/go/Sybextestprep.
Like all exams, the A+ certification from CompTIA is updated periodically and may eventually be retired or replaced. At some point after CompTIA is no longer offering this exam, the old editions of our books and online tools will be retired. If you have purchased this book after the exam was retired or are attempting to register in the Sybex online learning environment after the exam was retired, please know that we make no guarantees that this exam’s online Sybex tools will be available once the exam is no longer available.
Tips for Taking the A+ Exams
Here are some general tips for taking your exams successfully:
Bring two forms of ID with you. One must be a photo ID, such as a driver’s license or passport. The other can be another ID with your name or a recent photo. Both IDs must have your signature. These requirements sometimes change, so be sure to check for updates on the Candidate ID Policy page of
www.comptia.org
before scheduling your test.
Arrive early at the exam center so you can relax and review your study materials, particularly tables and lists of exam-related information.
Read the questions carefully. Don’t be tempted to jump to an early conclusion. Make sure you know exactly what the question is asking.
Don’t leave any unanswered questions. Unanswered questions are scored against you. If you’re not sure, take your best guess.
There will be questions with multiple correct responses. Be sure to read the messages displayed to know how many correct answers you must choose.
When answering multiple-choice questions that you’re not sure about, use a process of elimination to rule out the obviously incorrect answers first. Doing so will improve your odds if you need to make an educated guess.
If a question will take some time, flag it to return to it later. You can move forward and backward through the exam.
Keep track of your remaining time. You must submit the exam before your time expires.
For the latest pricing on the exams and updates to the registration procedures, visit CompTIA’s website at
www.comptia.org
.
Exam Objectives
CompTIA goes to great lengths to ensure that its certification programs accurately reflect the IT industry’s best practices. Exam content comes from surveying and receiving feedback from companies and people currently working in the industry, as well as input from subject matter experts (SMEs). This ensures that the test objectives and weightings truly reflect the job requirements.
The SMEs work in focus groups to write and review hundreds of test items. The process is estimated to take over 5,000 SME hours to develop a single exam. And, in many cases, they must go back to the drawing board for further refinements before the exam is ready to go live in its final state.
CompTIA also uses a trained psychologist/psychometrician to ensure that the test and test development process exceed the certification industry’s standards.
CompTIA ensures that their tests are developed with impartiality and objectivity, and they take security of the exam contents very seriously. By maintaining exam question confidentiality, the certification retains its validity and value in the computer industry.
So, rest assured, the content you’re about to learn will serve you long after you take the exam.
A+ Certification Exam Objectives: Core 1 (220-1201)
The following table lists the domains measured by this examination and the extent to which they are represented on the exam:
Domain
Percentage of Exam
1.0 Mobile Devices
13%
2.0 Networking
23%
3.0 Hardware
25%
4.0 Virtualization and Cloud Computing
11%
5.0 Hardware and Network Troubleshooting
28%
Total
100%
Objective
Chapter(s)
1.0 Mobile Devices
1.1 Given a scenario, monitor mobile device hardware and use appropriate replacement techniques.
1
,
10
Battery
1
,
10
Keyboard/keys
1
,
10
Random-access memory (RAM)
1
,
10
Hard disk drive (HDD)/solid-state drive (SSD)
1
,
10
Wireless cards
1
,
10
Physical privacy and security components
Biometrics
Near-field scanner features
1
,
10
Wi-Fi antenna connector/placement
1
,
10
Camera/webcam
1
,
10
Microphone
1
,
10
1.2 Compare and contrast accessories and connectivity options for mobile devices.
1
,
10
Connection methods
Universal Serial Bus (USB)/USB-C/microUSB/miniUSB
Lightning
Near-field communication (NFC)
Bluetooth
Tethering/hotspot
1
,
10
Accessories
Stylus
Headsets
Speakers
Webcam
1
,
10
Docking station
1
,
10
Port replicator
1
,
10
Trackpad/drawing pad/track points
1
,
10
1.3 Given a scenario, configure basic mobile device network connectivity and provide application support.
1
,
10
Wireless/cellular data network (enable/disable)
3G/4G/5G
Hotspot
Wi-Fi
Subscriber Identity Module (SIM) eSIM
1
,
10
Bluetooth
Enable Bluetooth
Enable pairing
Find a device for pairing
Enter the appropriate personal identification number (PIN) code
Test connectivity
1
,
10
Location services
Global positioning system (GPS) services
Cellular location services
1
,
10
Mobile device management (MDM)
Device configurations
Corporate
Bring your own device (BYOD)
Policy enforcement
Corporate applications
1
,
10
Mobile device synchronization
Recognizing data caps
Calendar
Contacts
Business applications
Cloud storage
1
,
10
2.0 Networking
2.1 Compare and contrast Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) ports, protocols, and their purposes.
2
,
10
Ports and protocols
20–21 – File Transfer Protocol (FTP)
22 – Secure Shell (SSH)
23 – Telnet
25 – Simple Mail Transfer Protocol (SMTP)
53 – Domain Name System (DNS)
67/68 – Dynamic Host Configuration Protocol (DHCP)
80 – Hypertext Transfer Protocol (HTTP)
110 – Post Office Protocol 3 (POP3)
137–139 – Network Basic Input/Output System (NetBIOS)/NetBIOS over TCP/IP (NetBT)
143 – Internet Mail Access Protocol (IMAP)
389 – Lightweight Directory Access Protocol (LDAP)
443 – Hypertext Transfer Protocol Secure (HTTPS)
445 – Server Message Block (SMB)/Common Internet File System (CIFS)
3389 – Remote Desktop Protocol (RDP)
2
,
10
TCP vs. UDP
2
,
10
2.2 Explain wireless networking technologies.
2
,
10
Frequencies
2.4GHz
5GHz
6GHz
2
,
10
Channels
Regulations
Channel selection
Widths
Frequencies
Bands
2
,
10
Bluetooth
2
,
10
802.11 standards
2
,
10
NFC
2
,
10
Radio-frequency identification (RFID)
2
,
10
2.3 Summarize services provided by networked hosts.
2
,
10
Server roles
DNS
DHCP
Fileshare
Print servers
Mail servers
Syslog
Web servers
Authentication, authorization, and accounting (AAA)
Database servers
Network Time Protocol (NTP)
2
,
10
Internet appliances
Spam gateways
Unified threat management (UTM)
Load balancers
Proxy servers
2
,
10
Legacy/embedded systems
Supervisory control and data acquisition (SCADA)
2
,
10
Internet of Things (IoT) devices
2
,
10
2.4 Explain common network configuration concepts.
2
,
10
DNS
A
AAAA
Canonical Name (CNAME)
Mail exchanger (MX)
Text (TXT)
Spam management
DomainKeys Identified Mail (DKIM)
Sender Policy Framework (SPF)
Domain-based Message Authentication, Reporting, and Conformance (DMARC)
2
,
10
DHCP
Leases
Reservations
Scope
Exclusions
2
,
10
Virtual LAN [local area network] (VLAN)
2
,
10
Virtual private network (VPN)
2
,
10
2.5 Compare and contrast common networking hardware devices.
2
,
10
Routers
2
,
10
Switches
Managed
Unmanaged
2
,
10
Access points
2
,
10
Patch panel
2
,
10
Firewall
2
,
10
Power over Ethernet (PoE)
Injectors
Switch
PoE standards
2
,
10
Cable modem
2
,
10
Digital subscriber line (DSL)
2
,
10
Optical network terminal (ONT)
2
,
10
Network interface card (NIC)
Physical media access control (MAC) address
2
,
10
2.6 Given a scenario, configure basic wired/wireless small office/home office (SOHO) networks.
2
,
10
Internet Protocol (IP) addressing
IPv4
Private addresses
Public addresses
IPv6
Automatic Private IP Addressing (APIPA)
Static
Dynamic
Subnet mask
Gateway
2
,
10
2.7 Compare and contrast Internet connection types, network types, and their characteristics.
2
,
10
Internet connection types
Satellite
Fiber
Cable
DSL
Cellular
Wireless Internet service provider (WISP)
2
,
10
Network types
LAN
Wide area network (WAN)
Personal area network (PAN)
Metropolitan area network (MAN)
Storage area network (SAN)
Wireless local area network (WLAN)
2
,
10
2.8 Explain networking tools and their purposes.
2
,
10
Crimper
2
,
10
Cable stripper
2
,
10
Wi-Fi analyzer
2
,
10
Toner probe
2
,
10
Punchdown tool
2
,
10
Cable tester
2
,
10
Loopback plug
2
,
10
Network tap
2
,
10
3.0 Hardware
3.1 Compare and contrast display components and attributes.
3
,
10
Types
Liquid crystal display (LCD)
In-plane switching (IPS)
Twisted nematic (TN)
Vertical alignment (VA)
Organic light-emitting diode (OLED)
Mini light-emitting diode (Mini-LED)
3
,
10
Touch screen/digitizer
3
,
10
Inverter
3
,
10
Attributes
Pixel density
Refresh rates
Screen resolution
Color gamut
3
,
10
3.2 Summarize basic cable types and their connectors, features, and purposes.
3
,
10
Network cables
Copper
Categories
T568A/T568B standards
Coaxial
Shielded twisted pair
Direct burial
Unshielded twisted pair
Plenum-rated
Optical
Single-mode
Multimode
3
,
10
Peripheral cables
USB 2.0
USB 3.0
Serial
Thunderbolt
3
,
10
Video cables
High-Definition Multimedia Interface (HDMI)
DisplayPort
Digital Visual Interface (DVI)
Video Graphics Array (VGA)
3
,
10
Hard drive cables
Serial Advanced Technology Attachment (SATA)
External SATA (eSATA)
3
,
10
Adapters
3
,
10
Connector types
RJ11
RJ45
F type
Straight tip (ST)
Subscriber connector (SC)
Lucent connector (LC)
Punchdown block
MicroUSB
MiniUSB
USB-C
Molex
Lightning
DB9
3
,
10
3.3 Compare and contrast RAM characteristics.
3
,
10
Form factors
Small outline dual inline memory module (SODIMM)
Dual In-line Memory Module (DIMM)
Double Data Rate (DDR) iterations
Error correcting code (ECC) RAM vs. non-ECC RAM
3
,
10
Channel configurations
3
,
10
3.4 Compare and contrast storage devices.
3
,
10
Hard drives
Spindle speeds
Form factors
2.5
3.5
3
,
10
Solid State Drives
Communications interfaces
Non-volatile Memory Express (NVMe)
SATA
Peripheral Component Interconnect Express (PCIe)
Serial Attached SCSI [Small Computer System Interface] (SAS)
Form factors
M.2
Mini-serial Advanced Technology Attachment (mSATA)
Drive configurations
Redundant Array of Independent Disks (RAID) 0, 1, 5, 6, 10
3
,
10
Removable Storage
Flash drives
Memory cards
3
,
10
Optical drives
3
,
10
3.5 Given a scenario, install and configure motherboards, central processing units (CPUs), and add-on cards.
3
,
10
Motherboard form factors
Advanced Technology eXtended (ATX)
microATX
Information Technology eXtended (ITX)
3
,
10
Motherboard connector types
Peripheral Component Interconnect (PCI)
PCI Express (PCIe)
Power connectors
SATA
eSATA
Headers
M.2
3
,
10
Motherboard compatibility
CPU socket types
Advanced Micro Devices, Inc. (AMD)
Intel
Multisocket
Basic Input/Output System (BIOS)/Unified Extensible Firmware Interface (UEFI) settings
Boot options
USB permissions
Trusted Platform Module (TPM) security features
Fan considerations
Secure Boot
Boot password
BIOS password
Temperature monitoring
3
,
10
Virtualization support
3
,
10
Encryption
TMP
Hardware security module (HSM)
CPU architecture
x86/x64
Advanced RISC [Reduced Instruction Set Computer] Machine (ARM)
Core configurations
3
,
10
Expansion cards
Sound card
Video card
Capture card
Network interface card (NIC)
3
,
10
Cooling
Fans
Heat sink
Thermal paste/pads
Liquid
3
,
10
3.6 Given a scenario, install the appropriate power supply.
3
,
10
Input 110–120 VAC vs. 220–240 VAC
3
,
10
Output 3.3 V vs. 5 V vs. 12 V
3
,
10
20+4 pin motherboard connector
3
,
10
Redundant power supply
3
,
10
Modular power supply
3
,
10
Wattage rating
3
,
10
Energy efficiency
3
,
10
3.7 Given a scenario, deploy and configure multifunction devices/printers and settings.
3
,
10
Properly unbox device and consider set-up location
3
,
10
Use appropriate drivers for a given operating system
Printer Control Language (PCL) vs. PostScript
3
,
10
Firmware
3
,
10
Device connectivity
USB
Ethernet
Wireless
3
,
10
Public/shared devices
Printer share
Print server
3
,
10
Configuration settings
Duplex
Orientation
Tray settings
Quality
3
,
10
Security
User authentication
Badging
Audit logs
Secured prints
3
,
10
Network scan services
SMB
Cloud services
3
,
10
Automatic document feeder (ADF)/flatbed scanner
3
,
10
3.8 Given a scenario, perform appropriate printer maintenance.
3
,
10
Laser
Maintenance: Replace toner, apply maintenance kit, calibrate, and clean
3
,
10
Inkjet
Ink cartridge, print head, roller, and feeder
Maintenance: Clean printheads, replace cartridges, calibrate, and clear jams
3
,
10
Thermal
Feed assembly
Special thermal paper
Maintenance: Replace paper, clean heating element, and remove debris
3
,
10
Impact
Multipart paper
Maintenance: Replace ribbon, replace printhead, and paper
3
,
10
4.0 Virtualization and Cloud Computing
4.1 Explain virtualization concepts.
4
,
10
Purpose of virtual machines
Sandbox
Test development
Application virtualization
Legacy software/OS
Cross-platform virtualization
4
,
10
Requirements
Security
Network
Storage
4
,
10
Desktop virtualization
Virtual Desktop Infrastructure (VDI)
4
,
10
Containers
4
,
10
Hypervisors
Type 1
Type 2
4
,
10
4.2 Summarize cloud computing concepts.
4
,
10
Common cloud models
Private cloud
Public cloud
Hybrid cloud
Community cloud
Infrastructure as a service (IaaS)
Software as a service (SaaS)
Platform as a service (PaaS)
4
,
10
Cloud characteristics
Shared resources vs. dedicated resources
Metered utilization
ingress/egress
Elasticity
Availability
File synchronization
Multitenancy
4
,
10
5.0 Hardware and Network Troubleshooting
5.1 Given a scenario, troubleshoot motherboards, RAM, CPUs, and power.
5
,
10
Common symptoms
Power-on self-test (POST) beeps
Proprietary crash screens
Blank screen
No power
Sluggish performance
Overheating
Burning smell
Random shutdown
Application crashes
Unusual noise
Capacitor swelling
Inaccurate system date/time
5
,
10
5.2 Given a scenario, troubleshoot drive and RAID issues.
5
,
10
Common symptoms
Light-emitting diode (LED) status indicators
Grinding noises
Clicking sounds
Bootable device not found
Data loss/corruption
RAID failure
Self-monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) failure
Extended read/write times
Low performance input/output operations per second (IOPS)
Missing drives in OS
Array missing
Audible alarms
5
,
10
5.3 Given a scenario, troubleshoot video, projector, and display issues.
5
,
10
Common symptoms
Incorrect input source
Physical cabling issues
Burned-out bulb
Fuzzy image
Display burn-in
Dead pixels
Flashing screen
Incorrect color display
Audio issues
Dim image
Intermittent projector shutdown
Sizing issues
Distorted image
5
,
10
5.4 Given a scenario, troubleshoot common mobile device issues.
5
,
10
Common symptoms
Poor battery health
Swollen battery
Broken screen
Improper charging
Poor/no connectivity
Liquid damage
Overheating
Digitizer issues
Physically damaged ports
Malware
Cursor drift/touch calibration
Unable to install new applications
Stylus does not work
Degraded performance
5
,
10
5.5 Given a scenario, troubleshoot network issues.
5
,
10
Common symptoms
Intermittent wireless connectivity
Slow network speeds
Limited connectivity
Jitter
Poor Voice over Internet Protocol (VoIP) quality
Port flapping
High latency
External interference
Authentication failures
Intermittent Internet connectivity
5
,
10
5.6 Given a scenario, troubleshoot printer issues.
5
,
10
Lines down the printed pages
Garbled print
Paper jams
Faded prints
Paper not feeding
Multipage misfeed
Multiple prints pending in queue
Speckling on printed pages
Double/echo images on the print
Grinding noise
Finishing issues
Staple jams
Hole punch
Incorrect page orientation
Tray not recognized
Connectivity issues
Frozen print queue
5
,
10
A+ Certification Exam Objectives: Core 2 (220-1202)
The following table lists the domains measured by this examination and the extent to which they are represented on the exam.
Domain
Percentage of Exam
1.0 Operating Systems
28%
2.0 Security
28%
3.0 Software Troubleshooting
23%
4.0 Operational Procedures
21%
Total
100%
Objective
Chapter(s)
1.0 Operating Systems
1.1 Explain common operating system (OS) types and their purposes.
6
,
11
Workstation systems (OSs)
Windows
Linux
macOS
Chrome OS
6
,
11
Mobile OSs
iPadOS
iOS
Android
6
,
11
Various filesystem types
New Technology File System (NTFS)
Resilient File System (ReFS)
File Allocation Table 32 (FAT32)
Fourth extended filesystem (ext4)
Extended filesystem (XFS)
Apple File System (APFS)
Extensible File Allocation Table (exFAT)
6
,
11
Vendor life-cycle limitations
End-of-life (EOL)
Update limitations
6
,
11
Compatibility concerns between operating systems
6
,
11
1.2 Given a scenario, perform OS installations and upgrades in a diverse environment.
6
,
11
Boot methods
Universal Serial Bus (USB)
Network
Solid-state/flash drives
Internet-based
External/hot-swappable drive
Internal hard drive (partition)
Multiboot
6
,
11
Types of installations
Clean install
Upgrade
Image deployment
Remote network installation
Zero-touch deployment
Recovery partition
Repair installation
Other considerations
Third-party drivers
6
,
11
Partitioning
GUID [globally unique identifier] Partition Table (GPT)
Master boot record (MBR)
6
,
11
Drive format
6
,
11
Upgrade considerations
Backup files and user preferences
Application and driver support/backward compatibility
Hardware compatibility
6
,
11
Feature updates
Product life-cycle
6
,
11
1.3 Compare and contrast basic features of Microsoft Windows editions.
6
,
11
Windows 10 editions
Home
Pro
Pro for Workstations
Enterprise
6
,
11
Windows 11 editions
Home
Pro
Enterprise
6
,
11
N versions
6
,
11
Feature differences
Domain vs. workgroup
Desktop styles/user interface
Availability of Remote Desktop Protocol (RDP)
Random-access memory (RAM) support limitations
BitLocker
gpedit.msc
6
,
11
Upgrade paths
In-place upgrade
Clean install
6
,
11
Hardware requirements
Trusted Platform Module (TPM)
Unified Extensible Firmware Interface (UEFI)
6
,
11
1.4 Given a scenario, use Microsoft Windows operating system features and tools.
6
,
11
Task Manager
Services
Startup
Performance
Processes
Users
6
,
11
Microsoft Management Console (MMC) snap-in
Event Viewer (
eventvwr.msc
)
Disk Management (
diskmgmt.msc
)
Task Scheduler (
taskschd.msc
)
Device Manager (
devmgmt.msc
)
Certificate Manager (
certmgr.msc
)
Local Users and Groups (
lusrmgr.msc
)
Performance Monitor (
perfmon.msc
)
Group Policy Editor (
gpedit.msc
)
6
,
11
Additional tools
System Information (
msinfo32.exe
)
Resource Monitor (
resmon.exe
)
System Configuration (
msconfig.exe
)
Disk Cleanup (
cleanmgr.exe
)
Disk Defragment (
dfrgui.exe
)
Registry Editor (
regedit.exe
)
6
,
11
1.5 Given a scenario, use the appropriate Microsoft command-line tools.
6
,
11
Navigation
cd
dir
6
,
11
Network
ipconfig
ping
netstat
nslookup
net use
tracert
pathping
6
,
11
Disk management
chkdsk
format
diskpart
6
,
11
File management
md
rmdir
robocopy
6
,
11
Informational
hostname
net user
winver
whoami
6
,
11
OS management
gpupdate
gpresult
sfc
1.6 Given a scenario, configure Microsoft Windows settings.
6
,
11
Internet Options
6
,
11
Devices and Printers
6
,
11
Programs and Features
6
,
11
Network and Sharing Center
6
,
11
System
6
,
11
Windows Defender Firewall
6
,
11
6
,
11
Sound
6
,
11
Device Manager
6
,
11
Indexing Options
6
,
11
Administrative Tools
6
,
11
File Explorer Options
View hidden files
Hide extensions
General options
View options
6
,
11
Power Options
Hibernate
Power plans
Sleep/suspend
Standby
Choose what closing the lid does
Turn on fast startup
Universal Serial Bus (USB) selective suspend
6
,
11
Ease of Access
6
,
11
Time and Language
6
,
11
Update and Security
6
,
11
Personalization
6
,
11
Apps
6
,
11
Privacy
6
,
11
Devices
6
,
11
Network and Internet
6
,
11
Gaming
6
,
11
Accounts
6
,
11
1.7 Given a scenario, configure Microsoft Windows networking features on a client/desktop.
6
,
11
Domain joined vs. workgroup
Shared resources
Printers
File servers
Mapped drives
6
,
11
Local OS firewall settings
Application restrictions and exceptions
Configuration
6
,
11
Client network configuration
Internet Protocol (IP) addressing scheme
Domain Name System (DNS) settings
Subnet mask
Gateway
Static vs. dynamic
6
,
11
Establish network connections
Virtual private network (VPN)
Wireless
Wired
Wireless wide area network (WWAN)/cellular network
6
,
11
Proxy settings
6
,
11
Public network vs. private network
6
,
11
File Explorer navigation – network paths
6
,
11
Metered Connections and limitations
6
,
11
1.8 Explain common features and tools of the macOS/desktop operating system.
6
,
11
Installation and uninstallation of applications
File types
.dmg
.pkg
.app
App Store
Uninstallation process
6
,
11
System folders
/Applications
/Users
/Library
/System
/Users/Library
6
,
11
Apple ID and corporate restrictions
6
,
11
Best practices
Backups
Antivirus
Updates/patches
Rapid Security Response (RSR)
6
,
11
System Settings
Displays
Networks
Printers
Scanners
Privacy
Accessibility
Time Machine
6
,
11
Features
Multiple desktops
Mission Control
Keychain
Spotlight
iCloud
iMessage
FaceTime
Drive
Gestures
Finder
Dock
Continuity
6
,
11
Disk Utility
6
,
11
FileVault
6
,
11
Terminal
6
,
11
Force Quit
6
,
11
1.9 Identify common features and tools of the Linux client/desktop operating system.
6
,
11
File management
ls
pwd
mv
cp
rm
chmod
chown
grep
find
6
,
11
Filesystem management
fsck
mount
6
,
11
Administrative
su
sudo
6
,
11
Package management
apt
dnf
6
,
11
Network
ip
ping
curl
dig
traceroute
6
,
11
Informational
man
cat
top
ps
du
df
6
,
11
Text editors
nano
6
,
11
Common configuration files
/etc/passwd
/etc/shadow
/etc/hosts
/etc/fstab
/etc/resolv.conf
6
,
11
OS components
systemd
kernel
bootloader
6
,
11
Root account
6
,
11
1.10 Given a scenario, install applications according to requirements.
6
,
11
System requirements for applications
32-bit vs. 64-bit dependent application requirements
Dedicated vs. integrated graphics card
Video random-access memory (VRAM) requirements
RAM requirements
Central processing unit (CPU) requirements
External hardware tokens
Storage requirements
Application to OS compatibility
6
,
11
Distribution methods
Physical media vs. mountable ISO file
Downloadable package
Image deployment
6
,
11
Impact considerations for new applications
Device
Network
Operations
Business
6
,
11
1.11 Given a scenario, install and configure cloud-based productivity tools.
6
,
11
Email systems
6
,
11
Storage
Sync/folder settings
6
,
11
Collaboration tools
Spreadsheets
Videoconferencing
Presentation tools
Word processing tools
Instant messaging
6
,
11
Identity synchronization
6
,
11
Licensing assignment
6
,
11
2.0 Security
2.1 Summarize various security measures and their purposes.
7
,
11
Physical security
Bollards
Access control vestibule
Badge reader
Video surveillance
Alarm systems
Motion sensors
Door locks
Equipment locks
Security guards
Fences
7
,
11
Physical access security
Key fobs
Smart cards
mobile digital key
Keys
Biometrics
Retina scanner
Fingerprint scanner
Palm print scanner
Facial recognition technology (FRT)
Voice recognition technology
Lighting
Magnetometers
7
,
11
Logical Security
Principle of least privilege
Zero Trust model
Access control lists (ACLs)
Multifactor authentication (MFA)
Hardware token
Authenticator application
Short Message Service (SMS)
Voice call
Time-based one-time password (TOTP)
One-time password/passcode (OTP)
Security Assertions Markup Language (SAML)
Single sign-on (SSO)
Just-in-time access
Privileged access management (PAM)
Mobile device management (MDM)
Data loss prevention (DLP)
Identity access management (IAM)
Directory services
7
,
11
2.2 Given a scenario, configure and apply basic Microsoft Windows OS security settings.
7
,
11
Defender Antivirus
Activate/deactivate
Updated definitions
7
,
11
Firewall
Activate/deactivate
Port security
Application security
7
,
11
Users and groups
Local vs. Microsoft account
Standard account
Administrator
Guest user
Power user
7
,
11
Log-in OS options
Username and password
Personal identification number (PIN)
Fingerprint
Facial recognition
Single sign-on (SSO)
Passwordless/Windows Hello
7
,
11
NTFS vs. share permissions
File and folder attributes
Inheritance
7
,
11
Run as administrator vs. standard user
7
,
11
User Account Control (UAC)
7
,
11
BitLocker
7
,
11
BitLocker To Go
7
,
11
Encrypting File System (EFS)
7
,
11
Active Directory
Joining domain
Assigning log-in script
Moving objects within organizational units
Assigning home folders
Applying Group Policy
Selecting security groups
Configuring folder redirection
7
,
11
2.3 Compare and contrast wireless security protocols and authentication methods.
7
,
11
Protocols and encryption
Wi-Fi Protected Access 2 (WPA2)
WPA3
Temporal Key Integrity Protocol (TKIP)
Advanced Encryption Standard (AES)
7
,
11
Authentication
Remote Authentication Dial-In User Service (RADIUS)
Terminal Access Controller Access-Control System (TACACS+)
Kerberos
Multifactor
7
,
11
2.4 Summarize types of malware and tools/methods for detection, removal, and prevention.
7
,
11
Malware
Trojan
Rootkit
Virus
Spyware
Ransomware
Keylogger
Boot sector virus
Cryptominers
Stalkerware
Fileless
7
,
11
Adware
Potentially unwanted program (PUP)
7
,
11
Tools and methods
Recovery Console/environment/modes
Endpoint detection and response (EDR)
Managed detection and response (MDR)
Extended detection and response (XDR)
Antivirus
Anti-malware
Email security gateway
Software firewalls
User education regarding common threats
Antiphishing training
OS reinstallation
7
,
11
2.5 Compare and contrast common social engineering attacks, threats, and vulnerabilities.
7
,
11
Social engineering
Phishing
Vishing
Smishing
QR code phishing
Spear phishing
Whaling
Shoulder surfing
Tailgating
Impersonation
Dumpster diving
7
,
11
Threats
Denial of service (DoS)
Distributed denial of service (DDoS)
Evil twin
Zero-day attack
Spoofing
On-path attack
Brute-force attack
Dictionary attack
Insider threat
Structured Query Language (SQL) injection
Cross-site scripting (XSS)
Business email compromise (BEC)
Supply chain/pipeline attack
7
,
11
Vulnerabilities
Non-compliant systems
Unpatched systems
Unprotected systems (missing antivirus/missing firewall)
EOL
Bring your own device (BYOD)
7
,
11
2.6 Given a scenario, implement procedures for basic small office/home office (SOHO) malware removal.
7
,
11
1. Investigate and verify malware symptoms.
7
,
11
2. Quarantine infected system.
7
,
11
3. Disable System Restore in Windows Home.
7
,
11
4. Remediate infected systems.
7
,
11
5. Update anti-malware software.
7
,
11
6. Scan and removal techniques (e.g., safe mode, preinstallation environment).
7
,
11
7. Reimage/reinstall.
7
,
11
8. Schedule scans and run updates.
7
,
11
9. Enable System Restore and create a restore point in Windows Home.
7
,
11
10. Educate the end user.
7
,
11
2.7 Given a scenario, apply workstation security options and hardening techniques.
7
,
11
Data-at-rest encryption
7
,
11
Password considerations
Length
Character types
Uniqueness
Complexity
Expiration
7
,
11
Basic input/output system (BIOS)/Unified Extensible Firmware Interface (UEFI) passwords
7
,
11
End-user best practices
Use screensaver locks
Log off when not in use
Secure/protect critical hardware (e.g., laptops)
Secure personally identifiable information (PII) and passwords
Use password managers
7
,
11
Account management
Restrict user permissions
Restrict log-in times
Disable guest account
Use failed attempts lockout
User timeout/screen lock
Apply account expiration dates
7
,
11
Change default administrators user account/password
7
,
11
Disable AutoRun
7
,
11
Disable Unused services
7
,
11
2.8 Given a scenario, apply common methods for securing mobile devices.
7
,
11
Hardening techniques
Device encryption
Screen locks
Facial recognition
Pin Codes
Fingerprint
Pattern
Swipe
Configuration profiles
7
,
11
Patch management
OS updates
Application updates
7
,
11
Endpoint security software
Antivirus
Anti-malware
Content Filtering
7
,
11
Locator applications
7
,
11
Remote wipes
7
,
11
Remote backup applications
7
,
11
Failed log-in attempts restrictions
7
,
11
Policies and procedures
MDM
BYOD vs. corporate owned devices
Profile security requirements
7
,
11
2.9 Compare and contrast common data destruction and disposal methods.
7
,
11
Physical destruction
Drilling
Shredding
Degaussing
Incinerating
7
,
11
Recycling or repurposing best practices
Erasing/wiping
Low-level formatting
Standard formatting
7
,
11
Outsourcing concepts
Third-party vendor
Certification of destruction/recycling
7
,
11
Regulatory and environmental requirements
7
,
11
2.10 Given a scenario, apply security settings on small office/home office (SOHO) wireless and wired networks.
7
,
11
Router settings
Change default passwords
IP filtering
Firmware updates
Content filtering
Physical placement/secure locations
Universal Plug and Play (UPnP)
Screened subnet
Configure secure management access
7
,
11
Wireless specific
Changing the service set identifier (SSID)
Disabling SSID broadcast
Encryption settings
Configuring guest access
7
,
11
Firewall settings
Disabling unused ports
Port forwarding/mapping
7
,
11
2.11 Given a scenario, configure relevant security settings in a browser.
7
,
11
Browser download/installation
Trusted sources
Hashing
Untrusted sources
7
,
11
Browser patching
7
,
11
Extensions and plug-ins
Trusted sources
Untrusted sources
7
,
11
Password managers
7
,
11
Secure connections/sites – valid certificates
7
,
11
Settings
Pop-up blocker
Clearing browsing data
Clearing cache
Private-browsing mode
Sign-in/browser data synchronization
Ad blockers
Proxy
Secure DNS
7
,
11
Browser feature management
Enable/disable
Plug-ins
Extensions
Features
7
,
11
3.0 Software Troubleshooting
3.1 Given a scenario, troubleshoot common Windows OS issues.
8
,
11
Blue screen of death (BSOD)
8
,
11
Degraded performance
8
,
11
Boot issues
8
,
11
Frequent shutdowns
8
,
11
Services not starting
8
,
11
Applications crashing
8
,
11
Low memory warnings
8
,
11
USB controller resource warnings
8
,
11
System instability
8
,
11
No OS found
8
,
11
Slow profile load
8
,
11
Time drift
8
,
11
3.2 Given a scenario, troubleshoot mobile OS and application issues.
8
,
11
Application fails to launch
8
,
11
Application fails to close/crashes
8
,
11
Application fails to update
8
,
11
Application fails to install
8
,
11
Slow to respond
8
,
11
OS fails to update
8
,
11
Battery life issues
8
,
11
Randomly reboots
8
,
11
Connectivity issues
Bluetooth
Wi-Fi
Near-field communication (NFC)
Screen does not autorotate
8
,
11
3.3 Given a scenario, troubleshoot common mobile OS and application security issues.
8
,
11
Security concerns
Application source/unofficial application stores
Developer mode
Root access/jailbreak
Unauthorized/malicious application
Application spoofing
8
,
11
Common symptoms
High network traffic
Degraded response time
Data-usage limit notification
Limited Internet connectivity
No Internet connectivity
High number of ads
Fake security warnings
Unexpected application behavior
Leaked personal files/data
8
,
11
3.4 Given a scenario, troubleshoot common personal computer (PC) security issues.
8
,
11
Common symptoms
Unable to access the network
Desktop alerts
False alerts regarding antivirus protection
Altered system or personal files
Missing/renamed files
Inability to access files
Unwanted notifications within the OS
OS updates failures
8
,
11
Browser-related symptoms
Random/frequent pop-ups
Certificate warnings
Redirection
Degraded browser performance
8
,
11
4.0 Operational Procedures
4.1 Given a scenario, implement best practices associated with documentation and support systems information management.
9
,
11
Ticketing systems
User information
Device information
Description of issues
Categories
Severity
Escalation levels
Clear, concise written communication
Issue description
Progress notes
Issue resolution
9
,
11
Asset management
Inventory lists
Configuration management database (CMDB)
Asset tags and IDs
Procurement life-cycle
Warranty and licensing
Assigned users
9
,
11
Types of documents
Incident reports
Standard operating procedures (SOPs)
Software package custom installation procedure
New user/onboarding setup checklist
User off-boarding checklist
Service-level agreements (SLAs)
Internal
External/third-party
Knowledge base/articles
9
,
11
4.2 Given a scenario, apply change management procedures.
9
,
11
Documented business processes
Rollback plan
Backup plan
Sandbox testing
Responsible staff members
9
,
11
Change management
Request forms
Purpose of the change
Scope of the change
Change type
Standard change
Normal change
Emergency change
Date and time of change
Change freeze
Maintenance windows
Affected systems/impact
Risk analysis
Risk level
Change board approvals
Implementation
Peer review
End-user acceptance
9
,
11
4.3 Given a scenario, implement workstation backup and recovery methods.
9
,
11
Backup
Full
Incremental
Differential
Synthetic full
9
,
11
Recovery
In-place/overwrite
Alternative location
9
,
11
Backup testing
Frequency
9
,
11
Backup rotation schemes
Onsite vs. offsite
Grandfather-father-son (GFS)
3-2-1 backup rule
9
,
11
4.4 Given a scenario, use common safety procedures.
9
,
11
Electrostatic discharge (ESD) straps
9
,
11
ESD mats
9
,
11
Electrical safety
Equipment grounding
9
,
11
Proper component handling and storage
9
,
11
Cable management
9
,
11
Antistatic bags
9
,
11
Compliance with government regulations
9
,
11
Personal safety
Disconnect power before repairing PC
Lifting techniques
Fire safety
Safety goggles
Air filtration mask
9
,
11
4.5 Summarize environmental impacts and local environment controls.
9
,
11
Material safety data sheet (MSDS)/documentation for handling and disposal
Proper battery disposal
Proper toner disposal
Proper disposal of other devices and assets
9
,
11
Temperature, humidity-level awareness, and proper ventilation
Location/equipment placement
Dust cleanup
Compressed air/vacuums
9
,
11
Power surges, under-voltage events, and power losses
Uninterruptible power supply (UPS)
Surge suppressor
9
,
11
4.6 Explain the importance of prohibited content/activity and privacy, licensing, and policy concepts.
9
,
11
Incident response
Chain of custody
Inform management/law enforcement as necessary
Copy of drive (data integrity and preservation)
Incident documentation
Order of volatility
9
,
11
Licensing/digital rights management (DRM)/end-user license agreement (EULA)
Valid licenses
Perpetual license agreement
Personal-use license vs. corporate-use license
Open-source license
9
,
11
Non-disclosure agreement (NDA)/mutual non-disclosure agreement (MNDA)
9
,
11
Regulated data
Credit card payment information
Personal government-issued information
Personally identifiable information (PII)
Healthcare data
Data retention requirements
9
,
11
Acceptable use policy (AUP)
9
,
11
Regulatory and business compliance requirements
Splash screens
9
,
11
4.7 Given a scenario, use proper communication techniques and professionalism.
9
,
11
Present a professional appearance and wear appropriate attire.
Match the required attire of the given environment.
Formal
Business casual
9
,
11
Use proper language and avoid jargon, acronyms, and slang, when applicable.
9
,
11
Maintain a positive attitude/project confidence.
9
,
11
Actively listen and avoid interrupting the customer.
9
,
11
Be culturally sensitive.
Use appropriate professional titles and designations, when applicable.
9
,
11
Be on time (if late, contact the customer).
9
,
11
Avoid distractions.
Personal calls
Texting/social media sites
Personal interruptions
9
,
11
Appropriately deal with difficult customers or situations.
Do not argue with customer and/or be defensive.
Avoid dismissing customer issues.
Avoid being judgmental.
Clarify customer statements (i.e., ask open-ended questions to narrow the scope of the issue, restate the issue, or question to verify understanding).
Use discretion and professionalism when discussing experiences/encounters.
9
,
11
Set and meet expectations/timeline and communicate status with the customer.
Offer repair/replacement options, as needed.
Provide proper documentation on the services provided.
Follow up with customer/user at a later date to verify satisfaction.
9
,
11
Appropriately handle customers’ confidential and private materials.
Located on a computer, desktop, printer, etc.
9
,
11
4.8 Explain the basics of scripting.
9
,
11
Script file types
.bat
.ps1
.vbs
.sh
.js
.py
9
,
11
Use cases for scripting
Basic automation
Restarting machines
Remapping network drives
Installation of applications
Automated backups
Gathering of information/data
Initiating updates
9
,
11
Other considerations when using scripts
Unintentionally introducing malware
Inadvertently changing system settings
Browser or system crashes due to mishandling of resources
9
,
11
4.9 Given a scenario, use remote access technologies.
9
,
11
Methods/tools
RDP
VPN
Virtual network computer (VNC)
Secure Shell (SSH)
Remote monitoring and management (RMM)
Simple Protocol for Independent Computing Environments (SPICE)
Windows Remote Management (WinRM)
Third-party tools
Screen-sharing software
Videoconferencing software
File transfer software
Desktop management software
9
,
11
Security considerations of each access method
9
,
11
4.10 Explain basic concepts related to artificial intelligence (AI).
9
,
11
Application integration
9
,
11
Policy
Appropriate use
Plagiarism
9
,
11
Limitations
Bias
Hallucinations
Accuracy
9
,
11
Private vs. public
Data security
Data source
Data privacy
9
,
11
Exam objectives are subject to change at any time without prior notice and at CompTIA’s sole discretion. Please visit the certification page of CompTIA’s website at www.comptia.org for the most current listing of exam objectives.
Where the term Windows is used in the text, it refers to both Windows 10 and Windows 11, which are the two Microsoft operating systems on this version of the CompTIA A+ exam. Where necessary, differences between the two versions of the operating system are noted. Keep in mind that like the CompTIA A+ exam objectives, Microsoft operating systems are subject to change at their discretion.
