Technical Support Fundamentals Coursera Quiz Answers

All Weeks Technical Support Fundamentals Coursera Quiz Answers

Week 01: Introduction To IT Quiz Answers

Quiz 01: Binary Quiz

Q1. Which of these is a valid byte? Check all that apply.

• 11011011
• 00000000
• 11100
• 10022011

Q2. How many possible values can we have with 8 bits?

• 127
• 8
• 256
• 1 byte

Q3. Why did UTF-8 replace the ASCII character-encoding standard?

• UTF-8 only uses 128 values.
• ASCII can represent emoji.
• UTF-8 can store a character in more than one byte.
• ASCII can store a character in more than one byte.

Q4. What is the highest decimal value we can represent with a byte?

• 255
• 256
• 2
• Any number

Q5. The binary value of the ASCII letter “c” is 0110 0011. Using the handy chart that we learned in the lesson, convert this number to its decimal value. You’ll need to use some math for this question.

• 99
• 123
• 45
• 100

Quiz 02: Computer Architecture

Q1. What are the four layers of computer architecture?

• Hardware, Windows, Software, User
• Computer, Operating System, Software, User
• Binary, Hardware, Operating System, Software
• Hardware, Operating System, Software, User

Q2. Write a paragraph on examples of abstraction that you encounter in your day-to-day life. For example, driving a car is an example of abstraction, you don’t need to understand how a car works underneath the hood in order to drive one.

Compiler is an example of abstraction, you don't need to understand how they convert your source code to a machine language.

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Technical Support Fundamentals Week 02 Quiz Answers

Quiz 01: The Modern Computer Quiz Answers

Q1. Where does the CPU store its computations?

• Binary
• Registers
• Processor
• External Data Bus

Q2. Which mechanisms do we use to transport binary data and memory addresses? Check all that apply.

• Address Bus
• The External Data Bus
• School Bus
• DBus

Quiz 02: Components Quiz:

Q1. What characteristics distinguish a Solid State Drive from a Hard Disk Drive? Check all that apply.

• Uses Disk Platters
• Non-moving parts
• Smaller form factor
• High RPMs

Q2. True or false: If you plug in a 220v appliance into a 120v outlet, the appliance could get damaged.

• True
• False

Q3. How long will it take to transfer a file size of 1GB on a USB 2.0 and a USB 3.0 drive?

• ~17 seconds on a USB 2.0 drive; ~.02 seconds on a USB 3.0 drive
• ~20 seconds on a USB 2.0 drive; ~2 seconds on a USB 3.0 drive
• ~ 17 seconds on a USB 2.0 drive; ~2 seconds on a USB 3.0 drive
• 8 ~ 20 seconds on a USB 2.0 drive; ~.02 seconds on a USB 3.0 drive

Q4. Which of these is used to charge devices? Check all that apply.

• USB A.
• HDMI Port.
• DisplayPort.
• USB C.

Quiz 3: Starting It Up Quiz Answers

Q1. What is the difference between a ROM chip and a RAM chip? Check all that apply.

• A ROM chip stores temporary data. A RAM chip stores permanent data.
• A ROM chip stores permanent data. A RAM chip stores temporary data.
• A ROM chip is non-volatile and will keep its data in the case of a power failure
• A RAM chip is volatile and will wipe its data in the case of a power failure.

Q2. Which of these functions does the BIOS perform? Check all that apply.

• Checks what devices are connected to the computer
• POST
• Installs drivers
• Initializes hardware

Q3. Where are your BIOS settings stored?

• CMOS chip
• RAM
• Hard drive
• Flash drive

Q4. What is the difference between a traditional BIOS and UEFI? Check all that apply.

• UEFI is meant to become the new standard for BIOS.
• A traditional BIOS has better compatibility with newer hardware.
• UEFI has become the default BIOS on new systems.
• UEFI has better compatibility with newer hardware.

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Technical Support Fundamentals Week 03 Quiz Answers

Quiz 01: What is an Operating System?

Q1. What are the two main parts that make up an operating system?

• Windows and Mac
• Kernel and User space
• Users and Software
• Kernel and Packages

Q2. What are the main components of file management? Check all that apply.

• File data
• NTFS
• File system
• Metadata

Q3. Which of these are true? Check all that apply.

• You can have many processes running for one program.
• A program is initially stored in RAM. A process is initially stored in the hard drive.
• A program is an application that we can run. A process is a program that is executed.
• A program is a process that is executed. A process is a program that we can run.

Q4. What are the characteristics of virtual memory? Check all that apply.

• Allows our computer to have more memory than it physically has.
• Combination of RAM and hard drive space.
• Stores pages that are currently not in use by physical memory.
• It is where we store pages that are being executed

Q5.Which of these is a GUI? Check all that apply.

• Option One
• Option Two
• Option Three
• Option Four

Q6. Which of these are considered I/O devices? Check all that apply.

• Hard disk drives
• Web cams
• Monitors
• Speakers

Q7. What is the last step in booting a computer?

• Load up drivers.
• User space is launched.
• Execute the bootloader.
• Perform a POST.

Quiz 2: Installing an Operating System

Q1. True or false: If you have a 32-bit CPU architecture, it’s recommended to use a 64-bit operating system.

• True
• False

Q2. If you want to boot into a USB drive, how do you change your boot settings?

• Go into the BIOS settings and change the boot settings
• Login to the machine.
• Wipe the computer.
• Replace the CPU.

Q3. What is the file manager in macOS called?

• Finder
• File Explorer
• Konqueror
• Midnight Commander

Q4. What command can you use to create a file using bash?

• cat
• ls
• touch
• mkfile

Q5. A __ is an emulation of a physical machine.

• BIOS
• virtual machine
• driver
• kernel

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Technical Support Fundamentals Week 04 Quiz Answers

Quiz 1: Limitations of the Internet

Q1. True or false: The Internet is the World Wide Web.

• True
• False

Q2. What is the fundamental protocol that the Internet uses today?

• DHCP
• TCP/IP
• FTP
• HTTP

Q3. Free text: In what other ways has the Internet changed the way society functions?

Business, healthcare, education, etc.

Q4. True or false: You should only worry about computer security if you work in a computer security role.

• True
• False

Q5. There are 4 bytes in an IPv4 address. What is the highest decimal value you can have for one byte?

• 128
• 255
• 256
• 512

Q6. Which of the following protocols is the primary infrastructure that creates the Internet?

• DNS
• NAT
• HTML
• TCP/IP

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Technical Support Fundamentals Week 05 Quiz Answers

Quiz 1: Introduction to Software

Q1. Which of these is application software? Check all that apply.

• RAM
• Web browser
• Email client
• CPU

Q2. Which of these is system software? Check all that apply.

• Windows OS
• BIOS
• CPU
• Text editor

Q3. What is the difference between an interpreted and a compiled language? Check all that apply

• Interpreted languages are not broken into machine instructions beforehand.
• Interpreted languages are broken into machine instructions beforehand.
• Compiled languages are not translated into machine instructions beforehand.
• Compiled languages are translated into machine instructions beforehand

Quiz 2: Interacting with Software

Q1. In the Linux distribution Ubuntu, what command would you use to install an application?

• apt
• execute
• application
• run

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Technical Support Fundamentals Week 06 Quiz Answers

Quiz 2: Ungraded Plugin: Customer Service

Q1. You are taking on the role of an IT professional in four different scenarios. Use your best judgment to solve problems presented by users in this choose-your-own-path exercise.

Scenario 1 of 4: Executive Talking Over You

A user calls in and states that they’re a director, and they need some software installed immediately. You explain that this hasn’t been checked for malicious software yet and could infect his computer. While you can perform this check for him, it will take a little time. The users cuts you off, raising his voice and demanding you do it!

What would you do?

Pause and stay silent about 10 seconds, after he’s done talking, and then respond.

You pause and try again to assure the director that you understand his desire to expedite this request. You start to explain the need for security, but he talks over you again.

What do you do?

Pause a little longer. When you talk again, you immediately state that the process will take about 20 minutes, and that you can start on it immediately.

While it’s good to explain the “why” of a situation, if the user is in a big rush, get to the point. Let them know upfront what you can do to resolve the situation and get the process going.

Scenario 2 of 4: Customer Chat

Name: Ali Ababwa\
Customer number: 1434216\
Issue: I can’t get my photos and files off my computer, HELP!\
Machine: Windows 10

Chatlog:

Tech: Hi Ali, how are you today? It looks like you’re having issues accessing your photos and data. Can you give me more details?\
User: I’m awful ;( I have a presentation in an hour and all of my photos and files are gone! Please transfer them to a new machine ASAP.\
Tech: I’m so sorry to hear that! I will do everything I can to help you. When did this happen? What are you trying to do to retrieve them?\
User: My computer fell in the pool at my hotel, and now it won’t turn on.

What would you do?

Show concern, then ask if he has backups to the cloud setup.

Tech: Oh my, that isn’t good! Have you saved your files to another medium, like a hard drive or a USB drive? Or perhaps you used a program that saves things to the cloud?\
User: Ugh, no. If I had done these things, do you think I’d be so upset! Can you or can you not retrieve my files?\
Tech: I understand that you’re upset. I’m looking at all of your options to see what we can do to fix this. The computer is dead if it went into the pool, so we need to see what our other options are.\
User: This is ridiculous! Why do I pay for tech support if you can’t support me?

What would you do?

Ask Ali if he emailed the presentation to any of his co-workers, and remind him that you’re here to help.

While it’s easy to give up on someone when they’re getting upset, it’s important to remember that they may be under a tremendous amount of stress. By coming up with alternatives, you can let them know that you’re on their side and that you’re not going to give up. This doesn’t mean that you should take verbal abuse. Make sure you’re clear with your manager about what you will and won’t accept from a user.

Scenario 3 of 4: Customer Chat

Name: Yuki Saitō\
Customer number: 674213\
Issue: I need more bandwidth

Chatlog:

Mia: Hi Yuki, how are you today? I see that you are concerned about needing more bandwidth. I’d be happy to help.\
Yuki: Thanks, I really need it!

What would you do?

Ask them what they mean by “bandwidth.”

People sometimes confuse technical terms. Make sure that you’re using the same vocabulary as the user by clarifying what they mean or probing to understand what they’re trying to accomplish.

Mia: Can I ask what you mean by “bandwidth?”\
Yuki: I mean that everytime I try to use my computer after lunch, it’s incredibly slow. I think I’m using all the bandwidth in the morning.

What would you do?

Ask more questions about what programs they’re using.

Ask if this happens for the rest of the day, or just a period of the day?

While both B and D answer options are correct, this response shows that you were paying attention to the little clues that people leave. The user mentions that this always happens after lunch. Pinpointing the exact time of day and programs used will help you better diagnose the issue faster.

Scenario 4 of 4: Customer Ticket

From the user:

My machine is saying I have to reboot, but this is silly. I have a ton of processes running, I don’t want to have to reload everything. This is a waste of time. I’ve included a screenshot of the message. Please advise.

-Aditya

From the tech:

Hi Aditya,

(1) Thanks for contacting support.\
(2) Please restart the computer, there are no other options in this case.\
(3) Regards,

-Amelia

What could Amelia have done better in the intro of this email?

Thanks for contacting support. I see that you’re concerned about rebooting your machine.

Acknowledge the information that the user has provided. This also allows you to clarify the problem and ensure that you’re on the same page with the user.

What could Amelia have done better in the probing of this email?

Based on the screenshot you provided, it looks like you received the reboot prompt because a new program was installed. In order for the program to start working, you’ll need to reboot your machine. Is it possible to save your commands beforehand, so that you can get to them again?

You’re letting the user know that you’ve looked at the information they provided, explained why the reboot is needed, and suggested a possible workaround to their concern.

What could Amelia have done better in the closing of this email?

If this doesn’t work, or you have any questions, please let me know. Regards,

This lets the user know the next steps and opens the door for further dialogue.

Quiz 03: Customer Service

Q1. Free response: What’s the difference between good and great customer service? What’s the most important part of customer service to you?

Good customer service provides solution that customers need and make them satisfied.
Great customer service do the same thing -- but also create good relationship and make them loyal.

Q2. You’re doing desktop support and the company policy is that you can only help with company equipment. A user walks in:

Tech: Hi there, how can I help you?

User: My computer is really slow and I can barely use it. Can you help me figure out what’s wrong?

Tech: It looks like this is a personal computer. Are you talking about your work computer?

User: Uh, no, this is the one that I need help with. I figured you’re good with computers and you could help. My daughter needs it for a school assignment that’s due tomorrow, but it’s too slow for her to get anything done

What would you do?

• Forget about that pesky policy and help him! His poor daughter needs to finish her assignment!
• Politely tell him that it’s against the company policy, and you can’t help him.
• Explain why you can’t troubleshoot the issue, per the company policy. But give him some tips on what common issues could be slowing down his computer, and how he might go about fixing them.
• Tell him you can’t help him and suggest that he go to a local tech store for help.

Q3. Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn’t have to be done through your company account. However, you must see the person “live” (not through a picture), so that you can match them to their photo before resetting their account.

Scenario: Phone call

Anastasia: Thanks for calling. My name is Anastasia. How can I help you?

Ling: Hi, Anastasia. This is Ling. I need to reset my account password.

Anastasia: Hi, Ling. I’d be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype?

Ling: I can’t get into my work account. That’s why I’m calling.

What would you do in this situation? Check all that apply.

• Offer to set up a video call through Skype, Facetime, or Hangouts.
• Suggest that the user does a video call with you through their phone.
• Ask the user if they have a personal account to use for Skype.
• Kindly tell them that they will have to wait until the next day to meet with someone live.

Q4. A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why can’t I write it down? Why does it change so often? Isn’t this a waste of time?

How would you respond to the user?

• Stop what you’re doing and explain to the user that passwords should have numbers and symbols for security purposes, and that this is more important than productivity.
• Kindly ask the user to stop asking questions, since you’re trying to solve their problem.
• Ignore the user and keep working on resetting the password so that you don’t lose your place.
• Let the user know that you’re working on their issue and will be sure to answer all of their questions once you’re done.

Q5. A user walks in to get IT support. The IT Support Specialist is a female. The user is male. There’s also a male IT Support Specialist in the room. The user explains to the IT Support Specialist that his co-worker is on leave and he needs to access her files. The female technician attempts to explain the policy, which doesn’t allow for this, given security issues. The male user demands to speak with the male IT Support Specialist to reach a solution.

If you were the male technician in this situation, what would you do?

• Step in and answer the user’s question.
• Ignore it.
• After the user has left, see how the female tech is doing and give her tips on how to deal with similar situations in the future.
• Tell the user that there is no difference in knowledge and understanding between you and your co-worker.

Quiz 04: Troubleshooting Best Practices

Q1. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t access their online bank account. Choose the best response.

• Let’s try to test this by logging in on my computer.
• Please restart your computer.
• It might be the Internet. Make sure you’re connected to a network first.
• Can you explain to me in detail what you mean by not being able to access your online bank account? What specific part doesn’t work?

Q2. Scenario: You’re working in an IT Support position. You have a computer that won’t connect to the network. You’ve already asked the user all the necessary questions, and now you begin troubleshooting. What’s the next best first step you can take?

• Wipe and format the machine from scratch.
• Isolate the problem to either the computer or the network.
• Ask more questions.
• Restart the computer. It could be a weird Internet issue

Q3. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t login to their computer. Choose the best response.

• Ask the user, “when was the last time you were able to login? What has changed since then?”
• Check if the user has their caps lock enabled.
• Restart the computer. It could be a weird login issue.
• Check the network device they’re connected to.

Q4. Scenario: You’re working with a computer that doesn’t run your newly installed software correctly. You’ve already asked the right questions, but you can’t seem to isolate the problem to anything specific. Which of the following responses is the next best step to take?

• Run diagnostic tools, which will take about an hour.
• Wipe the computer and format it from scratch, which will take a few hours.
• Restart the computer. It could be an issue of the software installation needing a reboot, restarting takes about 2 minutes.
• Reinstall the software again, which will take about 15 minutes

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The Bits and Bytes of Computer Networking Coursera Quiz Answer

There are 5 Courses in Google IT Support Professional Certificate

Course 1: Technical Support Fundamentals

Course 2: The Bits and Bytes of Computer Networking

Course 3: Operating Systems and You: Becoming a Power User

Course 4: System Administration and IT Infrastructure Services

Course 5: IT Security: Defense against the digital dark arts