Module 6 - Troubleshooting Best Practices (Graded Quiz)

Which of the following characteristics is part of great customer service?

Acknowledging the user.

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.

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.

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:

Ask more questions, and try to identify the root cause of the problem.

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:

Ask questions and gather information to identify the problem.

Which of these statements describe one of the parts needed to write good documentation?

Exact instructions on how to fix the problem.

What troubleshooting method is used if starting from where the problem occurred and working forward from there?

Follow the cookie crumbs.

What is the main benefit of the "Isolating the problem" troubleshooting method?

It helps shrink the scope of the potential issue.

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?

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."

___________ are all-in-one solutions that help you track user issues, communicate with your users, and provide updates.

Ticketing or bug systems

Why is it important to spend extra time investigating the issue?

To find the root cause of the problem.