Troubleshooting Best Practices

16. ___________________ should be the first step when troubleshooting

  • Gathering information to identify the problem by asking the user questions
  • Asking the user to restart the computer
  • Telling the user to run a virus check
  • Asking the user to clear the web browser cache

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

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

18. When troubleshooting a problem, the main goal should always be _____

  • Guess the problem based on the user’s answers.
  • Asked the user to buy a new computer.
  • Identify the root cause.
  • Reinstall the computer’s OS.

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

  • Being fast.
  • Acknowledging the user.
  • Talking in technical jargon.
  • Keeping quiet while working.

20. 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?

  • Telling the user you can not trust what they have done and need to start your own troubleshooting.
  • 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.”
  • 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.

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

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

22. What is the first thing that should be written in the IT documentation process?

  • A clear and specific description of the problem
  • The user identification.
  • The computer settings.
  • The time and date of the issue.

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

  • To make the customer happy
  • To find the root cause of the problem.
  • To bill more time.
  • To fix small holes.

24. Sometimes there are multiple options that can be used to isolate a problem. What option should be tried first?

  • Asking the customer to choose.
  • The fastest to implement.
  • Always start by reinstalling the OS.
  • The longest to implement.

25. Scenario: The help desk receives a call from a customer\user with the problem, “My laptop is not turning on.” Select the best ticket documentation.

  • The user connected the laptop to the power supply.
  • After asking the user when was the last time they charged the laptop, it was found the laptop had not been charged in four days. I asked the user to plug-in the laptop to a power outlet and wait at least 5 minutes and try again. The laptop is working fine.
  • Laptop not working. Working now.
  • Issue solved.

Shuffle Q/A 1

26. What is the first step to follow when troubleshooting?

  • Tell the user that you need to keep the computer for troubleshooting.
  • Assume a cause for the problem and try to solve the problem based on the assumption.
  • Ask follow up questions to identify the problem.
  • Ask the user to restart the computer.

27. The “isolating the problem” troubleshooting method tries to ___________

  • Shrink the scope of the potential issue.
  • Recreating the problem
  • Ask the user questions to make them feel part of the solution
  • Expand the area of the problem.

Devendra Kumar

Project Management Apprentice at Google

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