Module 6: Troubleshooting
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In this post, I provide complete, accurate, and detailed explanations for the answers to Module 6: Troubleshooting of Course 1: Technical Support Fundamentals โ Google IT Support Professional Certificate.
Whether youโre preparing for quizzes or brushing up on your knowledge, these insights will help you master the concepts effectively. Letโs dive into the correct answers and detailed explanations for each question!
Customer Service
Practice Quiz
1. You're doing desktop support, and the company policy is that you can assess and work on company equipment. A user walks in:
Tech: Hi there, how can I help you?
User: My computer is really slow, and I can barely use it. Can you help me figure out what's wrong?
Tech: It looks like this is a personal computer. Are you talking about your work computer?
User: Uh, no, this is the one that I need help with. I figured youโre good with computers, and you could help. My daughter needs it for a school assignment thatโs due tomorrow, but it's too slow for her to get anything done.
What would you do?
- Tell them you canโt help them and suggest they go to a local tech store for help.
- Politely tell them that itโs against the company policy, and you canโt help them.
- Explain why you canโt assess or work on the issue, per the company policy. But give them some tips on what common issues could be slowing down his computer, and how they might go about fixing them.
- Forget about the policy and help them!
2. Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn't have to be done through your company account. However, you must see the person "live" (not through a picture), so that you can match them to their photo before resetting their account.
Scenario: Phone call
Anastasia: Thanks for calling. My name is Anastasia. How can I help you?
Ling: Hi, Anastasia. This is Ling. I need to reset my account password.
Anastasia: Hi, Ling. Iโd be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype?
Ling: I canโt get into my work account. That's why Iโm calling.
What would you do in this situation? Check all that apply.
- Offer to set up a video call through Skype, Facetime, or Hangouts.
- Suggest the user make a video call with you through their phone.
- Kindly tell them they will have to wait until the next day to meet with someone live.
- Ask the user if they have a personal account to use for Skype.
3. A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why canโt I write it down? Why does it change so often? Isnโt this a waste of time?
How would you respond to the user?
- Stop what youโre doing and explain to the user that passwords should have numbers and symbols for security purposes, and this is more important than productivity.
- Kindly ask the user to stop asking questions, since youโre trying to solve their problem.
- Ignore the user and keep working on resetting the password, so you donโt lose your place.
- Let the user know that youโre working on their issue and will be sure to answer all of their questions once youโre done.
4. You receive the following ticket from a user:
My machine is saying I have to reboot, but this is silly. I have a ton of processes running, I donโt want to have to reload everything. This is a waste of time. Iโve included a screenshot of the message. Please advise.
-Aditya
Choose the best response
- Thanks for contacting support. I see that youโre concerned about rebooting your machine.
Based on the screenshot you provided, it looks like you received the reboot prompt because a new program was installed. In order for the program to start working, youโll need to reboot your machine. Is it possible to save your commands beforehand, so that you can get to them again?
Please let me know if there is anything further that I can help you with.
Regards,
Amelia
- When installing programs, you need to reboot your machine.
- I see that youโre concerned about rebooting your machine.
I looked into the screenshot you provided, and it appears the reboot is due to a new program you installed. In order for the program to run, a reboot has to be done.
It was a pleasure working with you.
Regards,
Amelia - Hi Aditya,
Thanks for contacting support.
Please restart the computer, there are no other options in this case.
Regards,
Amelia
5. Situation: You are working as an IT support specialist and receive the following request through chat:
Name: Yuki Saitล
Customer number: 674213
Issue: I need more bandwidth
Chat log:
Mia: Hi Yuki, how are you today? I see that you are concerned about needing more bandwidth. Iโd be happy to help.
Yuki: Thanks, I really need it!
Mia: Can I ask what you mean by โneeding more bandwidth?โ
Yuki: I mean that everytime I try to use my computer after lunch, itโs incredibly slow. I think Iโm using all the bandwidth in the morning.
What do you do next?
- Suggest the user reboot his machine when this happens.
- Ask more questions about what programs theyโre using.
- Tell the user that you have no control over their bandwidth and politely close the chat.
- Give the user what they want. Increase their bandwidth and move on to the next user.
Module 6 challenge: Troubleshooting Best Practices
Graded Quiz
6. 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 the user to restart the computer.
- Ask follow up questions to identify the problem.
7. The โisolating the problemโ troubleshooting method tries to ___________
- Ask the user questions to make them feel part of the solution
- Shrink the scope of the potential issue.
- Recreate the problem
- Expand the area of the problem.
8. When troubleshooting a problem, the main goal should always be _____
- Guess the problem based on the userโs answers.
- Reinstall the computerโs OS.
- Identify the root cause.
- Asked the user to buy a new computer.
9. Which of the following characteristics is part of great customer service?
- Talking in technical jargon.
- Keeping quiet while working.
- Being fast.
- Acknowledging the user.
10. 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
- 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.
- Tell the user to wait.
- Immediately start solving the problem. After you finish, you text back, saying the problem was solved.
- Solve the problem and ignore the user.
11. The IT documentation should be: (select all that apply)
- Updated constantly.
- Accessible to everyone else in your company.
- Clear and concise.
- Only in printed format
12. Why is it important to document IT issues/problems?
- It helps you audit your steps in case you need to go back and see what you did
- Because it is a requirement of the company.
- To save you time, your company time, and your users time.
- To keep track of your time.
13. ________________________ is the most common pitfall when troubleshooting.
- Going on autopilot and not finding the root cause of the problem
- Using the fastest possible solution
- Asking questions and gathering data
- Guessing the solution
14. What troubleshooting method is used if starting from where the problem occurred and working forward from there?
- Start-with-the-quickest-step-first.
- Follow the cookie crumbs.
- Isolating the problem.
- Asking questions.
15. Scenario: The help desk receives a call from a customer/user with the problem, โMy laptop is not turning on.โ Select the best ticket documentation.
- 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.
- The user connected the laptop to the power supply.
16. Consider the following scenario: You are working as an IT support specialist and receive a call from a remote user saying they canโt access the company website. After verifying the user as an employee, which should be your first step:
- Ask the user to clear the cache of the web browser.
- Ask questions and gather information to identify the problem.
- Tell the user it is a virus and ask to run a virus check.
- Tell the user they need to bring or send the computer to the corporate office for troubleshooting.
Explanation:
Before attempting any fixes, itโs crucial to understand the issue fully. Asking questions helps determine whether the problem is with the website, network, or userโs device.
17. 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 laptopโs 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.
Explanation:
Instead of immediately assuming a hardware failure, asking further questions can help identify if the issue is with the power source, battery, or other components.
18. 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
- Take the computer to the back of the shop and start troubleshooting, leaving the customer in the waiting area.
- 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.
Explanation:
Clear communication helps manage customer expectations and improves overall satisfaction.
19. Consider the following scenario:
The help desk receives a call from a customer/user with the following problem: โIโm unable to log-in to my account.โ Select the best ticket documentation from the following:
- The user reported the error, โIโm unable to log-in to my accountโ. 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.
- User can not log-in to their account.
- I sent the reset link to the customer to generate a new password.
- Close.
Explanation:
Detailed documentation ensures accurate tracking of the issue and resolution steps for future reference.
20. ___________________ should be the first step when troubleshooting
- Asking the user to restart the computer
- Gathering information to identify the problem by asking the user questions
- Telling the user to run a virus check
- Asking the user to clear the web browser cache
Explanation:
Before attempting any fixes, itโs crucial to understand the issue by asking relevant questions.
21. _______ is how the โIsolating the problemโ troubleshooting method help us to solve the problem.
- Understanding the user
- Diagnosing the problem
- Acquiring technical knowledge
- Shrinking the scope of the potential issue
Explanation:
By isolating the problem, we can focus on specific areas rather than troubleshooting everything at once.
22. What are the basic steps you should follow when troubleshooting a problem?
- Scan for viruses; if the problem is not solved, reinstall the computerโs OS.
- Ask questions, isolate the problem, and identify the root cause of the problem.
- Reinstall the computerโs OS.
- Ask questions, assume the problem, and implement the longest solution to be on the safe side.
Explanation:
These steps help ensure a structured approach to troubleshooting and effective problem resolution.
23. There are 4 basic characteristics that define excellent customer service. Which is the most important?
- Being humble
- Knowledge
- Empathy
- Velocity
Explanation:
Empathy allows IT professionals to understand and acknowledge the userโs frustration, improving customer satisfaction.
24. ___________ are all-in-one solutions that help you track user issues, communicate with your users, and provide updates.
- Chat rooms
- Procedures
- Emails to users
- Ticketing or bug systems
Explanation:
These systems streamline issue tracking and help IT teams manage and resolve problems efficiently.
25. What is the first thing that should be written in the IT documentation process?
- The computer settings.
- The time and date of the issue.
- The user identification.
- A clear and specific description of the problem.
Explanation:
Proper documentation starts with a well-defined problem statement, making it easier to track and resolve issues.
26. Sometimes there are multiple options that can be used to isolate a problem. What option should be tried first?
- The fastest to implement.
- The longest to implement.
- Always start by reinstalling the OS.
- Asking the customer to choose.
Explanation:
Starting with the quickest solution can help resolve the problem efficiently without unnecessary effort.
27. Consider the following case study:
The help desk receives a call from a customer/user with the problem โMy system is running too slowly.โ Select the best ticket documentation.
- Issue solve
- 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.
- Root cause found
- Ask user to reboot computer
Explanation:
Proper documentation includes identifying the root cause and suggesting a relevant solution to improve system performance.
28. What are the main ways we document information in the IT industry? (select all that apply)
- Chat rooms
- Procedures and policies
- Ticketing or bug systems
- Emails to users
Explanation:
Proper documentation helps in tracking and resolving issues efficiently while maintaining clear communication.
Related contents:
Module 1: Introduction to IT
Module 2: Hardware
Module 3: Operating System
Module 4: Networking
Module 5: Software
