Module 3: Customer Support Basics
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In this post, I provide accurate answers and detailed explanations for Module 3: Customer Support Basics of Course 3: Skills and Best Practices for Cloud Support Associates – AWS Cloud Support Associate Professional Certificate.
Whether you’re preparing for quizzes or brushing up on your knowledge, these insights will help you master the concepts effectively. Let’s dive into the correct answers and detailed explanations for each question.
Module 3 Quiz
Graded Assignment
1. Which of the following are benefits of automation in cloud support? (Select THREE)
- Increased efficiency ✅
- Faster response times ✅
- Scalability ✅
- Higher costs
- Reduced reliability
Explanation:
Automation in cloud support helps increase efficiency by reducing manual tasks, improves response times by quickly addressing common issues, and enhances scalability by allowing systems to handle a growing number of support cases without needing proportional increases in staffing. It does not lead to higher costs or reduced reliability; in fact, it usually reduces costs and improves reliability.
2. When troubleshooting cloud-based applications, what options would provide higher chances of success? (Select TWO)
- Check for physical hardware malfunctions.
- Immediately escalate the issue to AWS Support.
- Verify the permissions settings for the resources involved. ✅
- Assume there is a problem with AWS Lambda’s execution.
- Check AWS Service Health for any potential ongoing service issues. ✅
Explanation:
When troubleshooting cloud-based applications, verifying permissions ensures that resources are accessible and functioning correctly, as permission issues are a common cause of errors. Checking AWS Service Health helps identify if there are known outages or problems affecting services. Checking physical hardware is usually irrelevant in cloud environments, and assuming issues without verification or immediately escalating should be avoided.
3. In a typical cloud support workflow, what is the primary purpose of using a ticketing system?
- To automatically resolve customer issues without human intervention.
- To directly contact customers through phone calls or emails.
- To facilitate the documentation, routing, and tracking of customer support requests. ✅
- To monitor the personal performance of each support team member.
- To replace the need for any direct interaction with customers.
Explanation:
In a typical cloud support workflow, a ticketing system is used to document, route, and track customer issues efficiently. It organizes support processes, ensures timely follow-ups, and provides a record for future reference. It does not replace human interaction, nor is it mainly focused on monitoring individual employee performance.
Related contents:
Module 1: Understanding the Cloud Support Associate Role
Module 2: Interviews with Support Staff
Module 4: Customer Support Techniques
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Course 4: Cloud Support Essentials: A Technical Approach
Course 5: Skills for Working as an AWS Cloud Consultant
Course 6: DevOps on AWS and Project Management
Course 7: Capstone: Preparing to work as a Cloud Support Associate