Welcome to your go-to guide for Introduction to Technical Support Coursera quiz answers! Whether you’re working through practice quizzes to reinforce your understanding or preparing for graded quizzes to test your knowledge, this guide is here to help.
Covering all course modules, this resource will help you master essential technical support skills, including troubleshooting common issues, using diagnostic tools, and providing exceptional customer service to resolve technical problems effectively.
Introduction to Technical Support Coursera Quiz Answers for All Modules
Table of Contents
Introduction to Technical Support Module 01 Quiz Answers
Graded Quiz: Industry Professionals’ Guide to Technical Support Quiz Answers
Q1. Which of the following skills are mastered by technical support professionals that make them successful?
Correct Answer: Listening to customers’ problems
Explanation: A key skill for technical support professionals is the ability to listen to and understand customers’ issues in order to provide effective solutions.
Q2. What organizations need technical support staff?
Correct Answer: Many different organizations
Explanation: Technical support is needed in a wide range of organizations, including small businesses, large corporations, government agencies, educational institutions, and more.
Q3. Which of the following reflects upon the importance of technical support for businesses?
Correct Answer: Helps companies track and troubleshoot their technology, leading to the development of desirable products.
Explanation: Effective technical support helps companies identify and solve technology-related issues, improving product development and overall customer satisfaction.
Q4. Which of the following facts are true about career opportunities in technical support?
Correct Answer: Rising use of technology calls for more tech support roles.
Explanation: As technology becomes increasingly important in all industries, the demand for skilled technical support professionals continues to grow.
Q5. Which of the following are advantages of a technical support career?
Correct Answer: Offers opportunities for other roles in the field of IT
Explanation: A career in technical support can serve as a stepping stone to other IT roles such as network administration, systems analysis, or IT management.
Q6. What are some of the common titles of entry-level technical support roles in the industry?
Correct Answer: IT Support Technician
Explanation: IT Support Technician is a common entry-level role in technical support, responsible for assisting with hardware and software issues.
Q7. The primary role of a technical support professional is ___________________.
Correct Answer: To patiently help customers resolve their technical issues.
Explanation: The primary responsibility of technical support professionals is to assist customers by resolving technical problems in a patient and effective manner.
Q8. Which of the following tasks would a technical support representative typically do in a day?
Correct Answer: Assist customers with password resets, software installations, and troubleshooting.
Explanation: Technical support representatives often help customers with basic tasks such as resetting passwords, installing software, and troubleshooting issues.
Q9. Cloud IT infrastructure components _____.
Correct Answer: Are not stored in one physical location
Explanation: Cloud infrastructure components are typically distributed across multiple data centers rather than being stored in a single physical location.
Q10. You are working as a technical support specialist; which of the following issues can be resolved quickly by you?
Correct Answer: Customers with data access issues
Explanation: Technical support specialists can typically resolve issues like data access problems relatively quickly, especially if the issue involves permissions or basic troubleshooting.
Introduction to Technical Support Module 02 Quiz Answers
Graded Quiz: Technical Support Skills and Opportunities Quiz Answers
Q1. Which one of the following programming languages requires basic knowledge of the language and are useful for technical support representatives?
Correct Answer: HTML, Python, and JavaScript
Explanation: HTML, Python, and JavaScript are commonly used and accessible languages for technical support representatives, helping them understand and support basic web and application-related issues.
Q2. Which one of the following statements is correct?
Correct Answer: Network security includes access control, security software, and network analytics.
Explanation: Network security involves various components, including access control, security software, and monitoring tools like network analytics, which help safeguard against threats.
Q3. Which one of the following will help you to fine-tune your soft skills?
Correct Answer: Shadowing colleagues on the job
Explanation: Shadowing colleagues allows you to observe their communication, problem-solving, and customer service techniques, which can enhance your own soft skills.
Q4. Which one of the following is an example of a customer support mindset?
Correct Answer: Active listening
Explanation: Active listening is a crucial skill for customer support, allowing representatives to understand the customer’s concerns fully and respond appropriately.
Q5. Select the answer that lists the correct order of actions in a performance evaluation.
Correct Answer: Supervisor makes notes of performance > Supervisor evaluates > Performance feedback is received > Company redefines expectations
Explanation: The typical order involves the supervisor assessing performance, noting observations, receiving feedback from the employee, and then redefining expectations based on that feedback.
Q6. Which one of the following helps to measure the productivity of a technical support person?
Correct Answer: Completing tasks in a timely and efficient manner
Explanation: Productivity in technical support can be measured by how efficiently and effectively tasks, such as resolving customer issues, are completed.
Q7. Which one of the following is one of the responsibilities of a mid-tier technical support role?
Correct Answer: Testing and maintaining equipment and software
Explanation: Mid-tier technical support roles often include responsibilities like testing and maintaining the functionality of equipment and software used within the organization.
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?
Correct Answer: Leadership skills
Explanation: Sheila demonstrates leadership skills by motivating and supporting her colleagues in achieving success and resolving challenges.
Q9. Which of the following is a valid certification for IT support professionals?
Correct Answer: CCNA
Explanation: The Cisco Certified Network Associate (CCNA) certification is a well-regarded credential for IT support professionals, focusing on networking skills.
Q10. Which item out of the following statements is true about certifications?
Correct Answer: The CCNA certificate is for those wishing to further their networking knowledge.
Explanation: The CCNA certification is designed to enhance networking knowledge and skills, typically pursued by individuals looking to advance their careers in network administration and support.
Introduction to Technical Support Module 03 Quiz Answers
Graded Quiz: IT Support Tiers and Service-Level Agreements Quiz Answers
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 _________.
Correct Answer: Phone
Explanation: Customers tend to prefer more personal and interactive methods like phone support for complicated service requests, as it allows for real-time, direct communication.
Q2. When seeking support for issues, customers tend to _______.
Correct Answer: Use a broad mix of support channels in order to find a solution.
Explanation: Customers typically seek solutions across multiple channels to ensure they can find the most efficient and effective resolution to their issues.
Q3. Which of the following is a feature of remote support software?
Correct Answer: File sharing
Explanation: Remote support software often includes file sharing capabilities, allowing technicians to transfer files between systems to troubleshoot or provide solutions remotely.
Q4. Which of the following is true for unattended support?
Correct Answer: It’s the best method for maintenance support.
Explanation: Unattended support is ideal for maintenance tasks because it allows technicians to access and manage systems without needing the user’s active participation.
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?
Correct Answer: Level 3
Explanation: Level 3 support typically involves complex issues that require subject matter experts or specialized knowledge, such as engineers or developers.
Q6. Which of the following is a feature of tiered support?
Correct Answer: An issue remains at the same level until resolved.
Explanation: In tiered support, an issue is handled at a specific support level until it is resolved or escalated to a higher level if necessary.
Q7. Which of the following will be included in a service-level agreement contract?
Correct Answer: Consequences of violations
Explanation: Service-level agreements (SLAs) typically outline the responsibilities of the support team and the consequences for failing to meet the specified service levels.
Q8. Resolution SLAs state ____________________.
Correct Answer: How long the team has to resolve an issue, from start to finish.
Explanation: Resolution SLAs specify the timeframe within which an issue should be resolved, ensuring that support teams work within agreed-upon time limits.
Q9. When an issue is escalated to the person with specific skills and knowledge to resolve it, it’s called ___________________.
Correct Answer: Functional escalation
Explanation: Functional escalation occurs when an issue is passed to someone with the necessary expertise to handle it effectively.
Q10. Which of the following is true of handoffs?
Correct Answer: They encourage support teams to share knowledge.
Explanation: Handoffs often require communication between different support teams or individuals, promoting knowledge sharing to ensure the issue is fully resolved.
Introduction to Technical Support Module 04 Quiz Answers
Graded Quiz: Support Tools and Ticketing Systems Quiz Answers
Q1. A ticketing system is _____ .
Correct Answer: Software used to systematically manage and resolve customer issues.
Explanation: A ticketing system is designed to track, manage, and resolve customer service issues in an organized and efficient way.
Q2. Which of the following is a common feature of ticketing systems?
Correct Answer: Omnichannel support
Explanation: Many modern ticketing systems support omnichannel capabilities, allowing customers to contact support through various channels such as email, live chat, and phone.
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?
Correct Answer: Complete control of data and security
Explanation: With a self-hosted system, companies maintain full control over their data, security protocols, and privacy policies, as it is housed on their own servers.
Q4. Effective communication in technical support is _____ .
Correct Answer: Informative communication
Explanation: Clear, concise, and informative communication is crucial in technical support to ensure the issue is understood and resolved effectively.
Q5. Which of the following statements is true about tech support documentation?
Correct Answer: You should always keep your audience in mind when documenting an issue.
Explanation: Tech support documentation should be tailored to the intended audience (e.g., customers, other support agents) to ensure the information is helpful and understandable.
Q6. What is ITSM?
Correct Answer: Information Technology Service Management
Explanation: ITSM refers to the implementation and management of IT services to meet the needs of the business and customers, including managing incidents, requests, changes, and other IT processes.
Q7. Which of the following is NOT a common ITSM metric that organizations measure?
Correct Answer: COBIT
Explanation: COBIT (Control Objectives for Information and Related Technologies) is a framework for IT governance and management, not a metric. Common ITSM metrics include first-contact resolution, mean time to resolution, and customer satisfaction scores.
Q8. Which of the following is a task that a tech support specialist would likely do in the morning?
Correct Answer: Check to see that overnight backups have run successfully
Explanation: A common task for tech support specialists is verifying that systems, like backups, are functioning properly, especially after overnight processes.
Q9. Which of the following is a benefit of cloud-based ticketing systems?
Correct Answer: They are highly scalable.
Explanation: Cloud-based ticketing systems can easily scale to meet the growing needs of a business, supporting increased ticket volume without requiring extensive infrastructure changes.
Q10. Why is automation an important part of a ticketing system?
Correct Answer: Automation can help tickets get to the right person at the right time.
Explanation: Automation ensures that tickets are routed to the appropriate team or individual based on the issue, improving efficiency and response times.
Introduction to Technical Support Module 05 Quiz Answers
Graded Final Quiz Answers
Q1. Which of the following are some of the tasks that technical support roles commonly perform?
Correct Answer: Focus on resolving technical issues, provide steps for customers to take, and deliver bad news
Explanation: Technical support roles typically involve troubleshooting issues, guiding customers through solutions, and occasionally delivering difficult news about limitations or issues that can’t be fixed immediately.
Q2. Which of the following is an advantage of a career in technical support?
Correct Answer: Technical support is a fast-growing field.
Explanation: As technology continues to advance and become more integrated into various industries, the demand for technical support professionals grows.
Q3. Which of the following are some of the responsibilities of technical support professionals?
Correct Answer: Assisting clients with password resets, walkthroughs, installations and reinstallations, and escalating issues when appropriate.
Explanation: Technical support often includes assisting customers with basic issues, such as password resets, and escalating more complex problems to higher levels of support.
Q4. Which of the following are essential components of an information technology (IT) infrastructure?
Correct Answer: Hardware, software, and network
Explanation: IT infrastructure generally consists of hardware (e.g., computers, servers), software (e.g., operating systems, applications), and networks (e.g., internet, internal networks) that support business operations.
Q5. Which of the following statements is true about technical skills in a tech support role?
Correct Answer: Technical support requires a broad range of technical skills.
Explanation: Tech support professionals need a wide range of skills, from troubleshooting hardware to understanding different software environments, as they support a variety of systems.
Q6. Which of the following is a set of examples of soft skills?
Correct Answer: Flexibility and active listening skills
Explanation: Soft skills, like active listening and flexibility, are essential for effectively interacting with customers and coworkers in a support role.
Q7. Which of the following is a benefit of a performance evaluation to the tech support professional being evaluated?
Correct Answer: You can talk about your goals and how to achieve them.
Explanation: Performance evaluations are an opportunity for employees to discuss their goals, achievements, and development plans with their supervisor.
Q8. Which of the following is an upper-level tech support role?
Correct Answer: Network Administrator
Explanation: Network administrators typically have more responsibility for managing networks and infrastructure than entry-level roles in tech support.
Q9. Which of the following is NOT an industry certification discussed in the course?
Correct Answer: GCSA
Explanation: The other certifications, like CCNA, MCSE, and ACSP, are recognized in the IT industry, but GCSA (Global Certified Security Analyst) isn’t commonly discussed in this context.
Q10. Level 0 support includes ______ .
Correct Answer: App help sections, chatbots, FAQs
Explanation: Level 0 support typically includes self-service options like help sections, chatbots, and FAQs, where customers can find answers on their own.
Sources: Introduction to Technical Support
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