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 _ .

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Enjoy problem-solving

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

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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?

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Technical Support Manager

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

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Fulfilling IT equipment requests

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

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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?

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Listening to customers’ problems

Q2. What organizations need technical support staff?

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Many different organizations

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

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Helps companies track and troubleshoot their technology, leading to the development of desirable products.

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

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The rising use of technology calls for more tech support roles.

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

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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?

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IT Support Technician

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

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To patiently help customers resolve their technical issues.

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

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Assist customers with password resets, software installations, and troubleshooting.

Q9. Cloud IT infrastructure components _.

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Are not stored in one physical location

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

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Customers with data access issues

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?

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Customer service mindset and empathy

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

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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?

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Written and spoken communication

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

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Tier II support

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

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CompTIA A+

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?

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HTML, Python, and JavaScript

Q2. Which one of the following statements is correct?

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Network security includes access control, security software, and network analytics.

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

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Shadowing colleagues on the job

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

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Active listening

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

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

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

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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?

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Testing and maintaining equipment and software

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?

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Leadership skills

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

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ACSP

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

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The CCNA certificate is for those wishing to further their networking knowledge.

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?

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Social media

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

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Remote support is more efficient than other types of user support.

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

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Knowledge base

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

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Customer-based

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

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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 _.

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Phone

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

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Use a broad mix of support channels in order to find a solution.

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

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File sharing

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

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It requires permission from users.

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?

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Level 3

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

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An issue remains at the same level until resolved.

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

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Consequences of violations

Q8. Resolution SLAs state ________.

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How long does the team have to resolve an issue, from start to finish?

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

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Functional escalation

Q10. Which of the following is true of handoffs?

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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?

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Tickets contain basic information such as the customer’s name, date opened, and contact information as well as information about the issue.

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

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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 __.

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Record essential details

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

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Ability to provide reportable metrics

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

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COBIT

Quiz 2: Support Tools and Ticketing Systems

Q1. A ticketing system is _.

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Software used to systematically manage and resolve customer issues.

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

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Omnichannel support

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?

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Complete control of data and security

Q4. Effective communication in technical support is _ .

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Informative communication

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

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You should always keep your audience in mind when documenting an issue.

Q6. What is ITSM?

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Information Technology Service Management

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

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COBIT

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

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Check to see that overnight backups have run successfully

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

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They are highly scalable.

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

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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?

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Focus on resolving technical issues, provide steps for customers to take, and deliver bad news

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

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Technical support is a fast-growing field.

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

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Assisting clients with password resets, walkthroughs, installations and reinstallations, and escalating issues when appropriate.

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

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Hardware, software, and network

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

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Technical support requires a broad range of technical skills.

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

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Flexibility and active listening skills

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

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You can talk about your goals and how to achieve them.

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

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QA Engineer

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

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CompTIA ITF+

Q10. Level 0 support includes __ .

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App help sections, chatbots, FAQs

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

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Establishing consequences of violations

Q12. Automatic escalation is __.

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Escalation of an issue by a ticketing system

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

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Remote support requires a host device.

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

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Video chat

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

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Metrics reporting capabilities

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

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It can be aggregated into a report about the functioning of the tech support team.

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

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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?

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Ask questions to clarify what is going on and what has been tried.

Q19. Popular ITSM frameworks include which common elements?

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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?

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Check assigned tickets to make sure they are closed or updated.

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