Course 1 Week 6 - Troubleshooting Best Practices, Customer Service, Documentation Flashcards

1
Q

What is troubleshooting?

A

ability to diagnose and resolve a problem

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

10 Questions to Ask the User:

A
  1. What does the user remember?
  2. What information is stored in the system that we can use? Logs (dates, events, errors)
  3. When did it start?
  4. What have you tried?
  5. What have you changed?
  6. Does it turn on?
  7. Has there been damage to it that you know of?
  8. Have you downloaded anything else since downloading this?
  9. When’s the last time you rebooted?
  10. Was there a recent update to this app/software/computer?
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What are bugs?

A

Issues with the system that weren’t caused by an external source

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What are tickets?

A

A common way of documenting an issue

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What do Bugzilla, JIRA, and Redmine do?

A

All-in-one to keep track of user issues, communicates with users, provides updates

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Steps to document an issue? 3

A
  1. What’s the issue
  2. What steps were taken to resolve it?
  3. What was the solution arrived at?
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

What are 2 benefits of using documentation?

A
  1. keeps user in the loop
  2. helps you audit your steps in case you need to go back to what you did/already tried
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

How do you create a documentation trail?

A

writing down procedures and policies

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

How do you create a documentation trail?

A

writing down procedures and policies

document, web page, online file storage, etc

needs to be made accessible to everyone in company

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What should you do for monthly recurring tasks?

A

write down all the steps and refer back to them when it’s needed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

How do you create a documentation trail?

A

writing down procedures and policies

document, web page, online file storage, etc

needs to be made accessible to everyone in company

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

How do you create a documentation trail?

A

writing down procedures and policies

document, web page, online file storage, etc

needs to be made accessible to everyone in company

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What should you do for monthly recurring tasks?

A

write down all the steps and refer back to them when it’s needed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What are the 6 general steps to good troubleshooting practices and stuff to avoid?

A
  1. Ask questions
  2. Isolate the problem
  3. Follow the cookie crumbs
  4. Start with the quickest step first
  5. Don’t go into autopilot
  6. Not finding the root cause (distracted by small problems)
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What are the 3 basic steps you should follow when troubleshooting a problem?

A
  1. Ask questions
  2. Isolate problem
  3. Identify root cause of the problem
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Great customer service requires_____? 4 things

A
  1. Empathy
  2. Mindful of tone
  3. Acknowledging person/user
  4. Developing trust with user
14
Q

What do you do after finding the cause of a user’s problem? 3 things

A
  1. Notify the user you found the root cause
  2. how long it will take to solve
  3. you’ll let them know when the issue is resolved
15
Q
A