Introduction to Technical Support Coursera Quiz Answers

Get All Weeks Introduction to Technical Support Coursera Quiz Answers

Gain the daily work skills and knowledge you’ll need for IT Technical Support career success.

This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. Get an insider’s view into IT Support work.

Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from experienced, expert Information Technology professionals.

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Introduction to Technical Support Coursera Quiz Answers

Week 1 Quiz Answers

Quiz 1:  Industry Professionals’ Guide to Technical Support

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

  • Don’t have patience with people’s difficult behavior
  • Want to work on problems by themselves
  • Enjoy problem-solving
  • Have limited technical knowledge

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

  • They usually work alone.
  • They generally use phones.
  • They always work on-site at a call center.
  • They may work in many different environments, such as a physical office, a call center, and remotely from home.

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

  • Tech Support Representative
  • IT Help Desk Support Representative
  • Desktop Support Technician
  • Technical Support Manager

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

  • Writing software code
  • Performing system installations and updates
  • Fulfilling IT equipment requests
  • Reaching out to users to find out how satisfied they are with goods and services

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

  • Personnel
  • Physical office
  • Malware
  • Network

Quiz 2: Industry Professionals’ Guide to Technical Support

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

  • Experts with deep knowledge of hardware and software design of a product
  • Programming languages like Python and Java
  • Resolving issues using industry jargon
  • Listening to customers’ problems

Q2. What organizations need technical support staff?

  • Many different organizations
  • Only technical companies
  • Only large companies
  • Only commercial businesses

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

  • Providing technical support doesn’t have much impact on customer retention.
  • Helps companies track and troubleshoot their technology, leading to the development of desirable products.
  • Poor technical support doesn’t really affect company’s financials or its reputation.
  • Helps companies track customers’ personal metrics

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

  • U.S Bureau of labor statistics survey shows fall in technical support jobs in the future.
  • They require extensive education to enter.
  • Lower compensation for technology occupations than median national wages.
  • Rising use of technology calls for more tech support roles.

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

  • Requires a computer science college degree to get started
  • Focuses only on technical fields
  • Requires a few years of IT experience to get started
  • Offers opportunities for other roles in the field of IT

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

  • IT Support Technician
  • Network Administrator
  • Cloud Architect
  • Support Manager

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

  • To patiently help customers resolve their technical issues.
  • To help in software design of a product or service.
  • To help the organization with financial reporting and analysis.
  • To help resolve any complex issue customers face.

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

  • Install a company’s ticketing systems to log and track issues.
  • Travel to a client’s office to troubleshoot problems in person.
  • Assist customers with password resets, software installations, and troubleshooting.
  • Design, build hardware, and provide software solutions to issues customers face.

Q9. Cloud IT infrastructure components _.

  • Cannot be accessed over the internet
  • Are not stored in one physical location
  • Require more resources than traditional infrastructure
  • Are all the same

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

  • Identity theft
  • Customer is using unsupported hardware
  • Customers with data access issues
  • Large scale server outage

Week 2 Quiz Answers

Quiz 1:  Technical Support Skills and Opportunit

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

  • Customer service mindset and empathy
  • Knowledge of databases such as SQL and NOSQL databases
  • How to use machine code
  • Daily maintenance tasks for an enterprise server

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

  • Debate skills
  • Good salesmanship
  • Being an avid reader
  • Conflict mitigation

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

  • Written and spoken communication
  • Whether you advance issues to a higher-tier professional whenever possible
  • Number of overtime hours spent on work
  • Appearance

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

  • Tier II support
  • Help desk technician
  • Technical support manager
  • Field service technician

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

  • CEH
  • Bachelor’s degree
  • CompTIA A+
  • Network 5 Certification

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?

  • Ruby and C++ language
  • AI\ML languages
  • HTML, Python, and JavaScript
  • Assembly language

Q2. Which one of the following statements is correct?

  • Network security includes access control, security software, and network analytics.
  • Only one virtual machine can exist on one computer.
  • A Virtual Private Network (or VPN) refers to the servers and data storage devices.
  • IT infrastructure monitoring software collects and analyzes data from individual users.

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

  • Independent programming projects
  • Continue your current procedures for helping customers
  • Ignore stress
  • Shadowing colleagues on the job

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

  • Emotional detachment
  • Following the same approach for all customers
  • Active listening
  • Delivering bad news quickly

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

  • Company redefines expectations > Supervisor evaluates > Performance feedback is received > Supervisor makes notes of performance
  • Performance feedback is received > Company redefines expectations > Supervisor evaluates > Supervisor makes notes of performance
  • Supervisor evaluates > Supervisor makes notes of performance > Performance feedback is received > Company redefines expectations
  • Supervisor makes notes of performance > Supervisor evaluates > Performance feedback is received > Company redefines expectations

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

  • Coworker assessment
  • Customer ratings
  • Call recordings
  • Completing tasks in a timely and efficient manner

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

  • Document and update issues in a ticketing system
  • Testing and maintaining equipment and software
  • Manage project-level issues
  • Solve simple account and data related queries for customers

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?

  • Leadership skills
  • Good organization skills
  • Customer Service Mindset
  • Active Listening skills

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

  • ACSP
  • LITI
  • CCNA
  • GCSA

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

  • ITIL Foundation certifications are only for beginner level.
  • The CCNA certificate is for those wishing to further their networking knowledge.
  • The ITF+ certification shows that you possess advanced IT knowledge and skills.
  • The CompTIA Network+ certification shows that you have advanced knowledge about cloud services.

Week 3 Quiz Answers

Quiz 1: IT Support Tiers and Service-Level Agreements

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

  • Ticketing systems
  • Video chat
  • Email
  • Social media

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

  • File sharing can be dangerous to the security of user files.
  • Support sessions cannot be transferred to another tech support professional.
  • Unattended support is used when the user is present at the computer.
  • Remote support is more efficient than other types of user support.

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

  • Knowledge base
  • SME
  • Third-party partner
  • Entry-level tech support professional

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

  • Region-based
  • Customer-based
  • Device-based
  • Double

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

  • Hierarchical escalation
  • Automatic escalation
  • Handoff escalation
  • Functional escalation

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 _.

  • Phone
  • Social media
  • SMS text
  • Live chat

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

  • Avoid using channels for support.
  • Use a broad mix of support channels in order to find a solution.
  • Ask for certain tech support people by name if possible.
  • Select one favorite channel of technical support and never try other channels.

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

  • File sharing
  • Physical key devices
  • Adware
  • ConnectWise

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

  • It requires permission from users.
  • It allows for hands-on support.
  • It’s the best method for maintenance support.
  • It’s the fastest way to resolve a user’s issue.

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?

  • Level 0
  • Level 3
  • Level 2
  • Level 1

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

  • An issue remains at the same level until resolved.
  • Tiered support is very efficient.
  • Companies can hire more support personnel.
  • Customer satisfaction is not improved.

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

  • Consequences of violations
  • Technology that will be used
  • Goals of the tech support personnel
  • Country of operation

Q8. Resolution SLAs state ________.

  • When the team may decline to provide technical support to a user.
  • Which priorities the team will be responsible for.
  • How long the team has to resolve an issue, from start to finish.
  • Which services the team will provide to users.

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

  • User-driven escalation
  • Functional escalation
  • Hierarchical escalation
  • Automatic escalation

Q10. Which of the following is true of handoffs?

  • They cause incomplete documentation about issues and solutions.
  • They are not used often in technical support.
  • They should be avoided – issues are resolved more completely when one technician works through the problem.
  • They encourage support teams to share knowledge.

Week 4 Quiz Answers

Quiz 1: Support Tools and Ticketing Systems

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

  • A ticket is called a ticket in all tracking systems.
  • Tickets contain basic information such as customer’s name, date opened, and contact information as well as information about the issue.
  • Tech support personnel create tickets, not customers.
  • Once they are closed, tickets can never be reopened.

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

  • Hinder customer service level.
  • Motivate customers to use self-help options.
  • Make it difficult to track a specific ticket.
  • Trigger automated responses such as customer communication and routing.

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

  • Personal
  • Chronological
  • Record essential details
  • Analytical

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

  • Ability to provide reportable metrics
  • Securely deletes information after each customer interaction
  • Enforces individual effort by one tech support agent on each individual ticket
  • Complexity, even if it’s a bit slower to use

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

  • Customer Satisfaction (or CSAT) scores
  • First-contact resolution
  • COBIT
  • Mean time to resolution

Quiz 2: Support Tools and Ticketing Systems

Q1. A ticketing system is _ .

  • Meant to allow each tech support professional to track only their own resolution of an issue.
  • Software used to systematically manage and resolve customer issues.
  • Used only to create tickets.
  • Do not track metrics of tech support such as response time and volume.

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

  • Omnichannel support
  • End-to-end customer self-service
  • Agent anonymity
  • Erasure of past issues that are no longer relevant

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?

  • System updates and fixes are performed by in-house developers
  • Initial cost of infrastructure
  • Your company maintains servers
  • Complete control of data and security

Q4. Effective communication in technical support is _ .

  • Informative communication
  • Complicated communication
  • Non-detailed communication
  • Unshared communication

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

  • The only correct way to document your actions is chronologically.
  • If you cannot resolve an issue, you should close it.
  • You should always keep your audience in mind when documenting an issue.
  • You should not have to ask customers questions about their issues.

Q6. What is ITSM?

  • Information Technology Service Management
  • Improvement To Support Methodology
  • Infrastructure and Team Strategic Management
  • Internal Technology Security Mindset

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

  • COBIT
  • First-contact resolution
  • Mean time to resolution
  • Customer Satisfaction (or CSAT) scores

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

  • Schedules customer contacts for the next day
  • Check to see that overnight backups have run successfully
  • Check whether all coworkers have logged in
  • Check that completed tickets have been set to a correct status

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

  • Customization is minimal.
  • An internet connection is optional.
  • They are highly scalable.
  • You would rely on a vendor to address malfunctions.

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

  • It does not need assessment or resource management.
  • It helps users resolve issues without tech support involvement.
  • It reduces the number of tech support personnel needed in the company.
  • Automation can help tickets get to the right person at the right time.

Week 5 Quiz Answers

Quiz 1: Final Quiz

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

  • Focus on resolving technical issues, provide steps for customers to take, and deliver bad news
  • Focus on the general product experience, follow up with customers, collect feedback, and products when appropriate
  • Focus on making the customer feel better about a problem, deal with payment, and answer delivery questions
  • Focus on customer retention, improve products, and help companies develop more desirable products

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

  • A college degree and experience is required to start at the entry-level in technical support.
  • Upper-tier employees are usually managers or analysts.
  • Technical support professionals always work in an office environment.
  • Technical support is a fast-growing field.

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

  • Assisting clients with billing issues, delivery delays, and general questions.
  • Assisting clients with password resets, walkthroughs, installations and reinstallations, and escalating issues when appropriate.
  • Listening with empathy and focusing on the customer experience.
  • Keeping explanations simple, only delivering good news even if a problem cannot be resolved, and trying to resolve issues without any help.

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

  • Connectivity, cyber safety, and productivity
  • Traditional IT infrastructure and cloud IT infrastructure
  • Mobile devices, content management systems (CMS), and data centers
  • Hardware, software, and network

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

  • You should only use proprietary sources to study.
  • It’s better to specialize in one area than to branch out.
  • You need to acquire all necessary skills before you start.
  • Technical support requires a broad range of technical skills.

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

  • Python and C+ skills
  • Mac, PC, and Linux skills
  • Flexibility and active listening skills
  • Database and server skills

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

  • You have a chance to get to know your manager better.
  • You can compare yourself to your coworkers.
  • You will hear only about the positive achievements you’ve made.
  • You can talk about your goals and how to achieve them.

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

  • QA Engineer
  • Network Administrator
  • Technical support specialist
  • Field Engineer Supervisor

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

  • Microsoft Certified Solutions Expert (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Support Professional (ACSP)
  • CompTIA ITF+

Q10. Level 0 support includes __ .

  • Skilled specialists
  • Help with basic issues like password resets and software installation
  • Third-party partners
  • App help sections, chatbots, FAQs

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

  • Collapsing priority levels
  • Establishing consequences of violations
  • Connecting response goals and costs
  • Protecting anonymity of managers

Q12. Automatic escalation is __.

  • Escalation of an issue by the customer
  • Escalation of an issue within 2 days
  • Escalation of an issue by a ticketing system
  • Escalation of an issue by more than one level

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

  • Tech support will never share a passcode.
  • Only one computer needs to be connected to the remote support software.
  • Remote support requires a host device.
  • The computers do not need to be connected to the internet.

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

  • Email
  • Social media
  • FAQ
  • Video chat

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

  • Infrastructure monitoring
  • Internet browsing
  • Metrics reporting capabilities
  • Management of agent work hours

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

  • It ensures that support flows through only one channel.
  • It can be aggregated into a report about the functioning of the tech support team.
  • Responsibility for solving issues or making mistakes can be shared.
  • It makes customer profiles unnecessary.

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

  • A provider absorbs the cost of scaling.
  • The timeline for initial rollout is longer.
  • The company is responsible for maintenance and updates.
  • Access to the codebase makes the system more customizable.

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

  • Close the ticket.
  • Ask questions to clarify what is going on and what has been tried.
  • Direct the customer to a self-serve tech support resource.
  • Escalate to another tech support professional.

Q19. Popular ITSM frameworks include which common elements?

  • Plan Phase, Deliver Phase, Operate Phase, and Manage Layer.
  • COBIT, ITIL, and MOF
  • Library, business objectives, staff, and services
  • Strategy, design, management, operation, and improvement

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

  • Check assigned tickets to make sure they are closed or updated.
  • Ensure that all overnight backups have run successfully.
  • Walk to another building to replace a broken router.
  • Prioritize open tickets.
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