Troubleshooting Best Practices – Shuffle Q/A 2

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.

Devendra Kumar

Project Management Apprentice at Google

Leave a Reply