Get All Modules Technical Support Fundamentals Graded Quiz Answers
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Q1. Consider the following scenario: You are working as an IT support specialist and receive a call from a remote user saying they can’t access the company website. After verifying the user as an employee, which should be your first step:
Answer: Ask questions and gather information to identify the problem.
Explanation: The first step in troubleshooting is gathering relevant information about the issue. This helps you diagnose the root cause effectively and ensures you don’t waste time on unrelated solutions.
Q2. _______ is how the “Isolating the problem” troubleshooting method helps us solve the problem.
Answer: Shrinking the scope of the potential issue
Explanation: Isolating the problem reduces the number of potential causes by narrowing down the focus, making it easier to find and fix the issue.
Q3. What are the basic steps you should follow when troubleshooting a problem?
Answer: Ask questions, isolate the problem, and identify the root cause of the problem.
Explanation: Effective troubleshooting involves systematically gathering information, narrowing down the problem, and identifying its root cause before implementing a solution.
Q4. Great customer service requires ________________________
Answer: Exhibiting empathy, being mindful of your tone, acknowledging the person you're talking to, and developing trust with the user.
Explanation: Customer service is not just about solving technical issues but also about building trust and rapport with the user, which fosters a positive experience.
Q5. Consider the following case study: You are an IT support specialist for a computer repair shop. A customer brings their computer and explains their problem. You need to perform some basic troubleshooting steps that take about 30 minutes. Which is the best way to interact with the customer?
Answer: Explain to the customer what needs to be done, the time required to complete it, and give the option to leave the computer or wait at the shop.
Explanation: Providing clear information and options respects the customer’s time and preferences, ensuring good customer service.
Q6. The IT documentation should be: (select all that apply)
Answer:
Updated constantly.Accessible to everyone else in your company.Clear and concise.
Explanation:
Effective IT documentation is regularly updated, accessible to relevant team members, and written in a straightforward manner to ensure usability.
Q7. What is the first thing that should be written in the IT documentation process?
Answer: A clear and specific description of the problem.
Explanation: Accurately describing the problem ensures all team members understand the issue and can work toward a solution effectively.
Q8. Which of the following is a common pitfall when troubleshooting?
Answer: Moving through issues out of habit and without careful thought.
Explanation: Habitual actions can lead to overlooking critical details, resulting in ineffective troubleshooting.
Q9. What is troubleshooting?
Answer: The ability to diagnose and resolve a problem.
Explanation: Troubleshooting involves identifying the cause of a problem and taking steps to resolve it efficiently.
Q10. Consider the following scenario: The help desk receives a call from a customer/user with the following problem: “I’m unable to log in to my account.” Select the best ticket documentation from the following:
Answer: The user reported the error, “I’m unable to log-in to my account”. After confirming the user was typing the username and password correctly, I found out that the user password had expired. I sent the reset link to the customer to generate a new password.
Explanation: This documentation provides a clear and detailed account of the issue, the steps taken to diagnose it, and the resolution provided, which is ideal for future reference and transparency.
Get Technical Support Fundamentals Practice Quiz Answers >>
Module 01 Challenge: Introduction to IT and Computing Quiz Answers
Module 02 Challenge: Computer Components and Hardware Quiz Answers
Module 03 Challenge: Installing and Using Operating Systems Quiz Answers
Module 04 Challenge: Networking Quiz Answers
Module 05 Challenge: Interacting with Software Quiz Answers
Module 06 Challenge: Troubleshooting Best Practices Quiz Answers