40. Which of the following is a common pitfall when troubleshooting?
- Investigating the issue.
- Documenting the problem.
- Moving through issues out of habit and without careful thought.
- Asking too many questions.
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.
- 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:
- 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:
- 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.
44. Great customer service requires ________________________
- understanding the problem and making the right choices.
- asking questions and solving the problem.
- exhibiting empathy, being mindful of your tone, acknowledging the person you’re talking to, and developing trust with the user.
- being fast, proactive, and humble.
45. Which of these statements describe one of the parts needed to write good documentation?
- Timestamps of each interaction with the customer.
- Which computer you used to solve the problem.
- Detailed information of the conversation between you and the user.
- Exact instructions on how to fix the problem.
