Troubleshooting Flashcards
Question 1
Consider the following scenario: You are working as an IT support specialist and receive a call from a remote user saying they can’t access the company website. After verifying the user as an employee, what should be your first step?
Ask questions and gather information to identify the problem.
What is the main benefit of the “Isolating the problem” troubleshooting method?
It helps shrink the scope of the potential issue.
When troubleshooting a problem, the main goal should always be _____
Identify the root cause.
There are 4 basic characteristics that define excellent customer service. Which is the most important?
Empathy
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.
Question 6
The IT documentation should be…
Accessible to everyone in your company, Clear and concise, Updated constantly.
What is the first thing that should be written in the IT documentation process?
A clear and specific description of the problem.
Why is it important to spend extra time investigating the issue?
To find the root cause of the problem.
What troubleshooting method is used if starting from where the problem occurred and working forward from there?
Follow the cookie crumbs.
What is 404?
An error message you might see on websites that have been moved or deleted.
What is an Error message?
Helpful indicators that can point you in the right direction.
What is a root cause?
The main factor that’s causing a range of issues.
What is troubleshooting?
The ability to diagnose and resolve a problem.
