Windows 7 ships with a fully functioning firewall

Which of the following statements about overriding is false?

A. It means you are unlocking a master item in order to change or delete it. B. Before a master item can be selected, it must be overridden. C. Once an item has been overridden, it cannot be returned to its previous master state. D. Pressing and holding [Shift][Ctrl] (Win) or [Shift][command] (Mac) when clicking a master item overrides it.

"Has this problem occurred more than once?", is an example of a(n) _________________ designed to get important information from a user and challenge assumptions a support agent has made.

Fill in the blank(s) with the appropriate word(s).