Troubleshooting Best Practices – Shuffle Q/A 1

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

  • 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?

  • 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.

30. Why is it important to document IT issues/problems?

  • 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.

31. ________________________ is the most common pitfall when troubleshooting.

  • 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

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

  • Asking questions.
  • Isolating the problem.
  • Start-with-the-quickest-step-first.
  • Follow the cookie crumbs.

33. What is the main benefit of the “Isolating the problem” troubleshooting method?

  • 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.

34. Consider the following case study:

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?

  • 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.

35. What are the main ways we document information in the IT industry?

  • Chat rooms
  • Ticketing or bug systems
  • Procedures and policies
  • Emails to users

36. 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.

37. 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:

  • 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.

Shuffle Q/A 2

38. 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.
  • 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.

39. The IT documentation should be: (select all that apply)

  • Clear and concise.
  • Accessible to everyone else in your company.
  • Updated constantly.
  • Only in printed format

Devendra Kumar

Project Management Apprentice at Google

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