1. 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, how would you start trying to solve this problem?
Answers
·
Ask the user to clear the cache of the
web browser.
·
Ask questions and gather
information to identify the problem.
·
Tell the user it is a virus and ask to
run a virus check.
·
Tell the user they need to bring or
send the computer to the corporate office for troubleshooting.
Explanation: Okay, let's get this out of the way. To rule out the possibility that we are dealing with a more fundamental connectivity problem, I would probably suggest that they verify their internet connection. After we have established that they are online and the issue still exists, I will most likely proceed to examine the browser. It can be a good idea to clear your cache and cookie history as a first start. whether it doesn't solve the problem, I'd want to know whether they've tried a different browser so that I can rule out the possibility that the problem is browser-specific.
2. _______ is how the
“Isolating the problem” troubleshooting method help us to solve the problem.
Answers
·
Understanding the user
·
Diagnosing the problem
·
Acquiring technical knowledge
·
Shrinking the scope of the
potential issue
Explanation: Isolating the issue allows us to more precisely locate the source of the problem. We will have a better chance of pinpointing the underlying problem if we take a methodical approach to eliminating potential explanations. It's a lot like playing detective: you have to narrow down the possibilities one at a time until you identify the offender. This approach prevents us from wasting time on potential answers that are unrelated to the issue at hand and moves us closer to finding a solution.
3. What are the basic
steps you should follow when troubleshooting a problem?
Answers
·
Ask questions, assume the problem, and
implement the longest solution to be on the safe side.
·
Reinstall the computer’s OS.
·
Ask questions, isolate the
problem, and identify the root cause of the problem.
·
Scan for viruses; iif the problem is
not solved, reinstall the computer’s OS.
4. There are 4 basic
characteristics that define excellent customer service. Which is the most
important?
Answers
·
Empathy
·
Velocity
·
Knowledge
·
Humility
Explanation: It's a little like asking which component contributes the
most flavor to a good meal; they all do their part to make the dish what it is.
Empathy, on the other hand, would be my first choice if I had to choose only
one. Excellent customer service is built on a firm foundation that consists of
understanding a client's viewpoint and demonstrating that you care about their
needs in a genuine way. It lays the groundwork for efficient communication, the
resolution of problems, and the general happiness of the consumer.
5. Consider the
following case study:
You receive a phone call from a remote user, saying they cannot connect to the
company server. The user is in a rush and is frustrated. You take the call and
start your interaction with the user. The user, having some computer knowledge,
tells you what steps they perform to try to solve the problem. In order to find
the root cause, you need to re-try some of the same steps the user performed.
Which of the following is the best way to communicate with the user the steps
you want to perform?
Answers
·
Saying, “Let us start working on your
problem. Please do the following steps.”
·
Acknowledging the steps the user did
and go radio silence while you evaluate the problem.
·
Saying, “Sorry for
inconveniencing you, I know that you already did some of these steps, but in
order to find the root cause, I will need you to perform some of them again.”
·
Telling the user you can not trust
what they have done and need to start your own troubleshooting.
6. Which of the
following is a common pitfall when troubleshooting?
Answers
·
Asking too many questions.
·
Documenting the problem.
·
Moving through issues out
of habit and without careful thought.
·
Investigating the issue.
Explanation: Making assumptions without doing enough verification is a typical mistake that occurs throughout the troubleshooting process. It is quite simple to slip into the trap of erroneously believing that you have a solution to an issue based on your prior experiences or early observations. Nevertheless, omitting necessary measures to check your beliefs might take you down the incorrect road, wasting both time and effort in the process. The most important thing is to maintain a systematic approach and check each component of the problem before drawing any conclusions.
7. What is
troubleshooting?
Answers
·
Using different methods to help the
customer.
·
The ability to diagnose
and resolve a problem.
·
Finding the root cause of a problem.
·
Asking questions.
Explanation: In the world of technology, troubleshooting is a lot like playing detective. It's the process of finding, diagnosing, and fixing issues inside a system, whether it's a computer, a network, software, or anything else that has to do with technology. The objective is to identify what led to the glitch and then implement the appropriate solution in order to restore everything to its normal state of functioning. It requires a combination of analytical thinking, technical expertise, and a pinch of patient perseverance.
8. Consider the
following case study:
The help desk receives a call from a customer/user with the problem “My system
is running too slowly.” Select the best ticket documentation.
Answers
·
After making the
corresponding question, I found out that the root cause was that the user was
using heavy applications at the same time. Ask to close the application not in
use.
·
Ask user to reboot computer
·
Root cause found
·
Issue solve
Explanation: In the field of information technology, troubleshooting may be compared to performing the role of a detective. The act of locating, diagnosing, and repairing problems that exist inside a system, whether that system be a computer, a network, software, or anything else that has to do with technology. It may also be referred to as "system administration." The goal is to figure out what caused the problem in the first place and then apply the proper fix in order to get everything back to the way it was working before the problem occurred. It calls for a mix of analytical thinking, technical skill, and a dash of patient endurance on your part.
9. Imagine the following
scenario: you are an IT support specialist, and a user brings in their laptop
to be repaired. They report that since they downloaded an operating system
update, their laptop has "frozen." What fast remediation step might
you try first?
Answers
·
Reboot the device.
·
Remove the CPU.
·
Re-install the operating system.
·
Un-install the operating system
update.
Explanation: Restarting the computer system is an easy and popular solution that may be used in situations like the one described. Restarting the device is often all that is required to rectify any issues that may have been brought on by software upgrades. After installing the update, it is similar to starting the laptop from scratch. If it does not solve the problem, then we will need to investigate the matter further.
10. Imagine this
scenario: you are an IT support specialist and a user contacts you over chat
about their mobile phone. They report that an app that they've used for weeks
now crashes whenever they try to open it. What questions should you ask?
Answers
·
Have you used the app
since its most recent update?
·
Why they want to use the app.
·
Have you rebooted your
mobile phone recently?
·
Have you downloaded any
other apps since downloading this one?
11. 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?
Answers
·
Forget about the policy and help them!
·
Tell them you can’t help them and
suggest they go to a local tech store for help.
·
Politely tell them that it’s against
the company policy, and you can’t help them.
· Explain why you can’t troubleshoot the issue, per the company policy. But give them some tips on what common issues could be slowing down his computer, and how they might go about fixing them.
12. 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.
Answers
·
Offer to set up a video
call through Skype, Facetime, or Hangouts.
·
Ask the user if they have
a personal account to use for Skype.
·
Suggest the user make a
video call with you through their phone.
· Kindly tell them they will have to wait until the next day to meet with someone live.
13. 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?
Answers
·
Kindly ask the user to stop asking
questions, since you’re trying to solve their problem.
·
Stop what you’re doing and explain to
the user that passwords should have numbers and symbols for security purposes,
and this is more important than productivity.
·
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.
· Ignore the user and keep working on resetting the password, so you don’t lose your place.
14. You receive the
following ticket from a 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 Choose the best response
Answers
·
Hi Aditya,
Thanks for contacting support.
Please restart the computer, there are no other options in
this case.
Regards,
Amelia
·
I see that you’re concerned about
rebooting your machine.
I looked into the screenshot you provided, and it appears
the reboot is due to a new program you installed. In order for the program to
run, a reboot has to be done.
It was a pleasure working with you.
Regards,
Amelia
·
When installing programs, you need to
reboot your machine.
·
Thanks for contacting
support. I see that you’re concerned about rebooting your machine.
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?
Please let me know if there is anything further that I can help you with.
Regards,
Amelia
15.Situacion: You are
working as an IT support specialist and receive the following request thorough
chat:
Name: Yuki Saitō
Customer number: 674213
Issue: I need more bandwidth
Chat log:
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!
Mia: Can I ask what you mean by “needing more 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 do you do next?
Answers
·
Tell the user that you have no control
over their bandwidth and politely close the chat.
·
Suggest the user reboot his machine
when this happens.
·
Give the user what they want. Increase
their bandwidth and move on to the next user.
·
Ask more questions about
what programs they’re using.
16. ___________________ should be
the first step when troubleshooting
Answers
·
Gathering information to identify the problem
by asking the user questions
·
Asking
the user to restart the computer
·
Telling
the user to run a virus check
·
Asking
the user to clear the web browser cache
Answers
·
Shrinking the scope of the potential issue
·
Understanding
the user
·
Diagnosing
the problem
·
Acquiring
technical knowledge
Answers
·
Guess
the problem based on the user’s answers.
·
Asked
the user to buy a new computer.
·
Identify the root cause.
·
Reinstall
the computer’s OS.
Answers
·
Being
fast.
·
Acknowledging the user.
·
Talking
in technical jargon.
·
Keeping
quiet while working.
You receive a phone call from a remote user, saying they cannot connect to the company server. The user is in a rush and is frustrated. You take the call and start your interaction with the user. The user, having some computer knowledge, tells you what steps they perform to try to solve the problem. In order to find the root cause, you need to re-try some of the same steps the user performed. Which of the following is the best way to communicate with the user the steps you want to perform?
Answers
·
Telling
the user you can not trust what they have done and need to start your own
troubleshooting.
·
Saying, “Sorry for inconveniencing you, I know
that you already did some of these steps, but in order to find the root cause,
I will need you to perform some of them again.”
·
Saying,
“Let us start working on your problem. Please do the following steps.”
·
Acknowledging
the steps the user did and go radio silence while you evaluate the problem.
Answers
·
Ticketing
or bug systems
·
Procedures
·
Chat
rooms
·
Emails
to users
Answers
·
A clear and specific description of the
problem
·
The
user identification.
·
The
computer settings.
·
The
time and date of the issue.
Answers
·
To
make the customer happy
·
To find the root cause of the problem.
·
To
bill more time.
·
To
fix small holes.
Answers
·
Asking
the customer to choose.
·
The fastest to implement.
·
Always
start by reinstalling the OS.
·
The
longest to implement.
Answers
·
The
user connected the laptop to the power supply.
·
After asking the user when was the last time
they charged the laptop, it was found the laptop had not been charged in four
days. I asked the user to plug-in the laptop to a power outlet and wait at
least 5 minutes and try again. The laptop is working fine.
·
Laptop
not working. Working now.
·
Issue
solved.
Answers
·
Tell
the user that you need to keep the computer for troubleshooting.
·
Assume
a cause for the problem and try to solve the problem based on the assumption.
·
Ask follow up questions to identify the
problem.
·
Ask
the user to restart the computer.
Answers
·
Shrink the scope of the potential issue.
·
Recreating
the problem
·
Ask
the user questions to make them feel part of the solution
·
Expand
the area of the problem.
28. There are 4 basic
characteristics that define excellent customer service. Which is the most
important?
Answers
·
Knowledge
·
Being
humble
·
Empathy
·
Velocity
29. 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?
Answers
·
Ask
the customer for their phone number and tell them you will contact them when
you are finished.
·
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.
·
Start
troubleshooting in front of the customer.
·
Take
the computer to the back of the shop and start troubleshooting, leaving the
customer in the waiting area.
Answers
·
Because
it is a requirement of the company.
·
To save you time, your company time, and your
users time.
·
It helps you audit your steps in case you need
to go back and see what you did
·
To
keep track of your time.
Answers
·
Guessing
the solution
·
Using
the fastest possible solution
·
Going on autopilot and not finding the root
cause of the problem
·
Asking
questions and gathering data
Answers
·
Asking
questions.
·
Isolating
the problem.
·
Start-with-the-quickest-step-first.
·
Follow
the cookie crumbs.
Answers
·
It
keeps the problem from happening again.
·
It
allows the user to be involved in the solution.
·
It helps shrink the scope of the potential
issue.
·
It
helps keep the customer happy.
A user contacts you through chat, saying they are unsuccessfully trying to access the corporate email app. You start troubleshooting and realize what the problem is. What should you do?
Answers
·
Immediately
start solving the problem. After you finish, you text back, saying the problem
was solved.
·
Solve
the problem and ignore the user.
·
Tell
the user to wait.
·
Notify the user you found the root cause of the problem and how
long it will take to solve, and you will let them know when the issue is
resolved.
Answers
·
Chat
rooms
·
Ticketing or bug systems
·
Procedures and policies
·
Emails
to users
Answers
·
Using
different methods to help the customer.
·
The
ability to diagnose and resolve a problem.
·
Finding
the root cause of a problem.
·
Asking
questions.
In the
field of information technology, troubleshooting often involves identifying and
resolving problems that are associated with many aspects of computer systems,
including their networks, software, and hardware. To identify and resolve
problems in a timely manner involves a mix of technical knowledge, abilities in
problem-solving, and the ability to follow an organized strategy. The purpose
of problem-solving is to get things functioning normally again and stop other
issues from occurring in the future.
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:
Answers
·
I
sent the reset link to the customer to generate a new password.
·
User
can not log-in to their account.
·
Close.
·
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.
Answers
·
Ask
questions, assume the problem, and implement the longest solution to be on the
safe side.
·
Scan
for viruses; iif the problem is not solved, reinstall the computer’s OS.
·
Reinstall
the computer’s OS.
·
Ask questions, isolate the problem, and
identify the root cause of the problem.
Answers
·
Clear
and concise.
·
Accessible
to everyone else in your company.
·
Updated
constantly.
·
Only
in printed format
Answers
·
Investigating the issue.
·
Documenting the problem.
·
Moving through issues out
of habit and without careful thought.
·
Asking too many questions.
Explanation: When trying to diagnose a problem, it's easy to make the mistake of "Overlooking the Basics." Sometimes, in the process of trying to solve complicated problems, the apparent and straightforward root reasons are overlooked. In the process of troubleshooting, it is possible to reduce the amount of time spent and complexity that is not essential by beginning with the basics and eliminating the most frequent causes of the problem.
41. Consider the
following case study:
The help desk receives a call from a customer/user with the problem “My system
is running too slowly.” Select the best ticket documentation.
Answers
·
Ask user to reboot computer
·
After making the
corresponding question, I found out that the root cause was that the user was
using heavy applications at the same time. Ask to close the application not in
use.
·
Issue solve
·
Root cause found
42. 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:
Answers
·
Ask questions and gather
information to identify the problem.
·
Tell the user it is a virus and ask to
run a virus check.
·
Ask the user to clear the cache of the
web browser.
·
Tell the user they need to bring or
send the computer to the corporate office for troubleshooting.
43. Imagine the
following scenario: You are an IT support specialist, and a user brings their
computer to be repaired. You have the following conversation:
User: Hi! I have a problem with my laptop. It is totally broken. I think I need
a new one.
You: Hi! What is the problem?
User: The laptop does not turn on.
You: Sorry to hear that; let me try. You are right, it is not turning on.
What should be your next step:
Answers
·
Replace the laptop’s battery.
·
Ask more questions, and
try to identify the root cause of the problem.
·
Tell the user to leave the laptop and
wait for your call.
· Agree with the user and replace the laptop.