Chapter 4

Question 1

Which of these is not an example of a difficult support problem?

a. a problem a support worker has not seen before
b. a problem involving an angry caller
c. a problem for which is not obvious
d. all of these are difficult problems.

Answer 1

d. all of these are difficult problems.

Question 2

True or false? Troubleshooting technology problems is a fixed, linear sequence of steps a support agent follows from the initial problem description to the resolved problem.

Answer 2

False

Question 3

True or false? Problem solving, critical thinking, and decision making are different names for the same skill.

Answer 3

False

Question 4

The strategy in which a listener is as engaged as the speaker in a communication is called:

a. probing
b. active listening
c. paraphrasing
d. replicating

Answer 4

b. active listening

Question 5

A mental model to help a troubleshooter understand and explain a problem situation is based on:

a. metacognition
b. critical thinking
c. decision making
d. problem solving

Answer 5

b. critical thinking

Question 6

A troubleshooting process that involves selecting one alternative from among a number of possible alternatives based on some evaluation criteria is ______.

Answer 6

decision making

Question 7

True or false? To restate a problem description using the user’s exact words is called paraphrasing?

Answer 7

False

Question 8

_______ is a problem - solving tool where a difficult or complex problem referred to a higher-level support person for resolution.

Answer 8

escalation

Question 9

The ability to step back from a troubleshooting situation and analyze one’s own thinking process is called _____.

Answer 9

metacognition

Question 10

A follow up question a troubleshooter asks to get additional information about a problem situation is called a(n) _____.

Answer 10

probe

Question 11

An organized collection of information, articles, procedures, tips, and problem solutions is called a:

a. script
b. flowchart
c. knowledge base
d. newsgroup

Answer 11

c. knowledge base

Question 12

True or false? A troubleshooting strategy that involves swapping a hardware or software component whose status is unknown with one that is known to be operational is called module replacement,

Answer 12

True

Question 13

Rebooting a system in an attempt to fix a problem is an example of which of these problem solving strategies?

a. Look for a simple, obvious fix.
b. Attempt to replicate a problem.
c. Use a module-replacement strategy.
d. View a system as a group of subsystems.

Answer 13

a. Look for a simple, obvious fix.

Question 14

A successful troubleshooter recognizes a dead end (or block in progress) as:

a. a frustration
b. the end of the troubleshooting process
c. a stopping point
d. an opportunity to look at other alternatives

Answer 14

d. an opportunity to look at other alternatives

Question 15

Write a paraphrase for the following problem: “The display on my tablet PC is blank.”

Answer 15

“You don’t see any text or colors on your display?”

Question 16

A troubleshooter who observes that a suspected faulty modem does not work in computer A, but operates correctly in computer B, is confronted with a(n) _____.

Answer 16

contradiction

Question 17

A communication skill that confirms a troubleshooter’s perception that a problem is fixed is:

a. authentication
b. verification
c. explanation
d. metacognition

Answer 17

b. verification

Question 18

True or false? Root cause analysis is a troubleshooting strategy designed to eliminate the symptoms of a problem.

Answer 18

False

Question 19

A network technology that uses authentication and encryption to connect remote users to a company server over the Internet is an(n) ______.

Answer 19

virtual private network (VPN)

Question 20

Simplifying a problem situation by removing components from a configuration is a strategy to eliminate or reduce the number of ____ in a problem.

Answer 20

variables

Question 21

Facebook, LinkedIn, Twitter, and blogs are examples of _____.

Answer 21

social media