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
• 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.

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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