Introduction to Technical Support Coursera Quiz Answers

Get All Weeks Introduction to Technical Support Coursera Quiz Answers

Introduction to Technical Support Week 01 Quiz Answers

Quiz 1:  Industry Professionals’ Guide to Technical Support

Q1. Tech support is a good career for people who _ .

[expand title=View Answer] Enjoy problem-solving [/expand]

Q2. Which of the following is true of a technical support professional’s work environment?

[expand title=View Answer] They may work in many different environments, such as a physical office, a call center, and remotely from home. [/expand]

Q3. Which of the following is NOT an entry-level role in Technical Support?

[expand title=View Answer]Technical Support Manager [/expand]

Q4. Which of the following is considered a responsibility of technical support?

[expand title=View Answer]Fulfilling IT equipment requests [/expand]

Q5. Which of the following is an essential component of a solid IT infrastructure?

[expand title=View Answer] Network [/expand]

Quiz 2: Industry Professionals’ Guide to Technical Support

Q1. Which of the following skills are mastered by technical support professionals that make them successful?

[expand title=View Answer]Listening to customers’ problems [/expand]

Q2. What organizations need technical support staff?

[expand title=View Answer] Many different organizations [/expand]

Q3. Which of the following reflects upon the importance of technical support for businesses?

[expand title=View Answer] Helps companies track and troubleshoot their technology, leading to the development of desirable products. [/expand]

Q4. Which of the following facts are true about career opportunities in technical support?

[expand title=View Answer] The rising use of technology calls for more tech support roles.[/expand]

Q5. Which of the following are the advantages of a technical support career?

[expand title=View Answer] Offers opportunities for other roles in the field of IT [/expand]

Q6. What are some of the common titles of entry-level technical support roles in the industry?

[expand title=View Answer] IT Support Technician [/expand]

Q7. The primary role of a technical support professional is _______.

[expand title=View Answer] To patiently help customers resolve their technical issues. [/expand]

Q8. Which of the following tasks would a technical support representative typically do in a day?

[expand title=View Answer] Assist customers with password resets, software installations, and troubleshooting. [/expand]

Q9. Cloud IT infrastructure components _.

[expand title=View Answer] Are not stored in one physical location [/expand]

Q10. You are working as a technical support specialist; which of the following issues can be resolved quickly by you?

[expand title=View Answer]Customers with data access issues[/expand]

Introduction to Technical Support Week 02 Quiz Answers

Quiz 1:  Technical Support Skills and Opportunities

Q1. Knowledge of which of the following basic technical skills help a technical support representative on the job?

[expand title=View Answer] Customer service mindset and empathy [/expand]

Q2. Which item out of the following are soft skills used in technical support?

[expand title=View Answer] Conflict mitigation [/expand]

Q3. You are a technical support professional undergoing performance evaluation. Which item out of the following is used as a parameter for evaluation?

[expand title=View Answer] Written and spoken communication [/expand]

Q4. Which item out of the following is a mid-tier technical support role?

[expand title=View Answer] Tier II support [/expand]

Q5. Which item out of the following certifications are applicable to an entry-level technical support professional?

[expand title=View Answer] CompTIA A+ [/expand]

Quiz 2: Technical Support Skills and Opportunities

Q1. Which one of the following programming languages requires basic knowledge of the language and are useful for technical support representatives?

[expand title=View Answer]HTML, Python, and JavaScript [/expand]

Q2. Which one of the following statements is correct?

[expand title=View Answer]Network security includes access control, security software, and network analytics.[/expand]

Q3. Which one of the following will help you to fine-tune your soft skills?

[expand title=View Answer] Shadowing colleagues on the job [/expand]

Q4. Which one of the following is an example of a customer support mindset?

[expand title=View Answer]Active listening [/expand]

Q5. Select the answer that lists the correct order of actions in a performance evaluation.

[expand title=View Answer] Supervisor evaluates > Supervisor makes notes of performance > Performance feedback is received > Company redefines expectations [/expand]

Q6. Which one of the following helps to measure the productivity of a technical support person?

[expand title=View Answer] Completing tasks in a timely and efficient manner [/expand]

Q7. Which one of the following is one of the responsibilities of a mid-tier technical support role?

[expand title=View Answer] Testing and maintaining equipment and software[/expand]

Q8. Sheila is a technical support representative. Within her team, she motivates her team members, encourages them to succeed, and helps them resolve issues. Which soft skill is she exhibiting?

[expand title=View Answer] Leadership skills [/expand]

Q9. Which of the following is a valid certification for IT support professionals?

[expand title=View Answer] ACSP [/expand]

Q10. Which item out of the following statements is true about certifications?

[expand title=View Answer] The CCNA certificate is for those wishing to further their networking knowledge. [/expand]

Introduction to Technical Support Week 03 Quiz Answers

Quiz 1: IT Support Tiers and Service-Level Agreements

Q1. Which of the following is NOT a channel for technical support?

[expand title=View Answer]Social media [/expand]

Q2. Which of the following is true about remote support?

[expand title=View Answer] Remote support is more efficient than other types of user support. [/expand]

Q3. Which of the following is a source of Level 0 support?

[expand title=View Answer] Knowledge base [/expand]

Q4. Which of the following are types of service-level agreements?

[expand title=View Answer] Customer-based[/expand]

Q5. When an issue is escalated according to who has the knowledge and expertise to resolve it, this is called what?

[expand title=View Answer] Functional escalation [/expand]

Quiz 2: IT Support Tiers and Service-Level Agreements

Q1. A Zendesk survey of customers found that, for simple service requests, they preferred email support the most, but for complicated service requests, they preferred _.

[expand title=View Answer] Phone[/expand]

Q2. When seeking support for issues, customers tend to _.

[expand title=View Answer]Use a broad mix of support channels in order to find a solution.[/expand]

Q3. Which of the following is a feature of remote support software?

[expand title=View Answer]File sharing [/expand]

Q4. Which of the following is true for unattended support?

[expand title=View Answer] It requires permission from users. [/expand]

Q5. Subject matter experts or product specialists – those experienced in solving complex problems and may include engineers or programmers who developed the product – provide what level of technical support?

[expand title=View Answer] Level 3[/expand]

Q6. Which of the following is a feature of tiered support?

[expand title=View Answer] An issue remains at the same level until resolved. [/expand]

Q7. Which of the following will be included in a service-level agreement contract?

[expand title=View Answer] Consequences of violations[/expand]

Q8. Resolution SLAs state ________.

[expand title=View Answer] How long does the team have to resolve an issue, from start to finish? [/expand]

Q9. When an issue is escalated to the person with specific skills and knowledge to resolve it, it’s called _______.

[expand title=View Answer]Functional escalation [/expand]

Q10. Which of the following is true of handoffs?

[expand title=View Answer] They encourage support teams to share knowledge. [/expand]

Introduction to Technical Support Week 04 Quiz Answers

Quiz 1: Support Tools and Ticketing Systems

Q1. Which of the following statements is true about a ticket?

[expand title=View Answer] Tickets contain basic information such as the customer’s name, date opened, and contact information as well as information about the issue.[/expand]

Q2. Tickets can be tagged with information such as date, issue specifics, or customer details. This can:

[expand title=View Answer] Trigger automated responses such as customer communication and routing. [/expand]

Q3. The method of documenting an issue by listing information about the issue as a list and without timing or interpretation can be called __.

[expand title=View Answer] Record essential details [/expand]

Q4. Which of the following should a company look for in a ticketing system?

[expand title=View Answer] Ability to provide reportable metrics [/expand]

Q5. Which of the following is NOT a common ITSM metric that organizations measure?

[expand title=View Answer] COBIT [/expand]

Quiz 2: Support Tools and Ticketing Systems

Q1. A ticketing system is _.

[expand title=View Answer] Software used to systematically manage and resolve customer issues.[/expand]

Q2. Which of the following is a common feature of ticketing systems?

[expand title=View Answer] Omnichannel support [/expand]

Q3. A self-hosted ticketing system is software that runs on your company’s server. Which of the following is a benefit of this type of system?

[expand title=View Answer] Complete control of data and security [/expand]

Q4. Effective communication in technical support is _ .

[expand title=View Answer] Informative communication [/expand]

Q5. Which of the following statements is true about tech support documentation?

[expand title=View Answer] You should always keep your audience in mind when documenting an issue.[/expand]

Q6. What is ITSM?

[expand title=View Answer]Information Technology Service Management [/expand]

Q7. Which of the following is NOT a common ITSM metric that organizations measure?

[expand title=View Answer] COBIT[/expand]

Q8. Which of the following is a task that a tech support specialist would likely do in the morning?

[expand title=View Answer]Check to see that overnight backups have run successfully[/expand]

Q9. Which of the following is a benefit of cloud-based ticketing systems?

[expand title=View Answer] They are highly scalable.[/expand]

Q10. Why is automation an important part of a ticketing system?

[expand title=View Answer] Automation can help tickets get to the right person at the right time.[/expand]

Introduction to Technical Support Week 05 Quiz Answers

Quiz 1: Final Quiz

Q1. Which one of the following are some of the tasks that technical support roles commonly perform?

[expand title=View Answer] Focus on resolving technical issues, provide steps for customers to take, and deliver bad news[/expand]

Q2. Which one of the following is an advantage of a career in technical support?

[expand title=View Answer] Technical support is a fast-growing field. [/expand]

Q3. Which one of the following are some of the responsibilities of technical support professionals?

[expand title=View Answer] Assisting clients with password resets, walkthroughs, installations and reinstallations, and escalating issues when appropriate. [/expand]

Q4. Which one of the following are essential components of an information technology (IT) infrastructure?

[expand title=View Answer]Hardware, software, and network[/expand]

Q5. Which of the following statements is true about technical skills in a tech support role?

[expand title=View Answer] Technical support requires a broad range of technical skills.[/expand]

Q6. Which of the following is a set of examples of soft skills?

[expand title=View Answer] Flexibility and active listening skills [/expand]

Q7. Which of the following is a benefit of a performance evaluation to the tech support professional being evaluated?

[expand title=View Answer] You can talk about your goals and how to achieve them. [/expand]

Q8. Which of the following is an upper-level tech support role?

[expand title=View Answer] QA Engineer [/expand]

Q9. Which of the following is NOT an industry certification discussed in the course?

[expand title=View Answer] CompTIA ITF+[/expand]

Q10. Level 0 support includes __ .

[expand title=View Answer] App help sections, chatbots, FAQs [/expand]

Q11. Which of the following is a normal function of a service-level agreement (or SLA)?

[expand title=View Answer] Establishing consequences of violations[/expand]

Q12. Automatic escalation is __.

[expand title=View Answer] Escalation of an issue by a ticketing system [/expand]

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Q13. Which of the following statements is true about remote support software?

[expand title=View Answer] Remote support requires a host device. [/expand]

Q14. If you have an urgent problem that needs hands-on assistance, the most effective support channel is probably _.

[expand title=View Answer] Video chat [/expand]

Q15. In addition to basic ticket management, most ticketing systems also provide which of these?

[expand title=View Answer] Metrics reporting capabilities [/expand]

Q16. Why is it important to capture information how an issue is addressed on the ticket?

[expand title=View Answer] It can be aggregated into a report about the functioning of the tech support team. [/expand]

Q17. One of the benefits of an open-source ticketing system is __ .

[expand title=View Answer] Access to the codebase makes the system more customizable. [/expand]

Q18. If a customer has not provided clear information about their issue, what is the best course of action?

[expand title=View Answer]Ask questions to clarify what is going on and what has been tried. [/expand]

Q19. Popular ITSM frameworks include which common elements?

[expand title=View Answer] Strategy, design, management, operation, and improvement [/expand]

Q20. Which of the following tasks is most likely to be done at the end of the working day?

[expand title=View Answer] Check assigned tickets to make sure they are closed or updated.[/expand]

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