Graded Assessments – Troubleshooting Best Practices

Troubleshooting Best Practices

6. 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?

  • 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.

7. _______ is how the “Isolating the problem” troubleshooting method help us to solve the problem.

  • Understanding the user
  • Diagnosing the problem
  • Acquiring technical knowledge
  • Shrinking the scope of the potential issue

8. What are the basic steps you should follow when troubleshooting a problem?

  • 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.

9. There are 4 basic characteristics that define excellent customer service. Which is the most important?

  • Empathy
  • Velocity
  • Knowledge
  • Humility

10. 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, “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.

11. Which of the following is a common pitfall when troubleshooting?

  • Asking too many questions.
  • Documenting the problem.
  • Moving through issues out of habit and without careful thought.
  • Investigating the issue.

12. What is troubleshooting?

  • Using different methods to help the customer.
  • The ability to diagnose and resolve a problem.
  • Finding the root cause of a problem.
  • Asking questions.

13. 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.
  • Ask user to reboot computer
  • Root cause found
  • Issue solve

14. 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?

  • Reboot the device.
  • Remove the CPU.
  • Re-install the operating system.
  • Un-install the operating system update.

15. 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?

  • 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?

Devendra Kumar

Project Management Apprentice at Google

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