Introduction to Technical Support Coursera Quiz Answers

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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 _ .

  • 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 the 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 a fall in technical support jobs in the future.
  • They require extensive education to enter.
  • Lower compensation for technology occupations than median national wages.
  • The rising use of technology calls for more tech support roles.

Q5. Which of the following are the 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 the 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
  • The customer is using unsupported hardware
  • Customers with data access issues
  • Large-scale server outage

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?

  • 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.

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?

  • 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 agreements?

  • 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 does the team have 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.

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?

  • A ticket is called a ticket in all tracking systems.
  • Tickets contain basic information such as the 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
  • 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?

  • 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.

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?

  • 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 are 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 the 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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