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10 Cards in this Set
- Front
- Back
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1. While troubleshooting a fairly routine printing problem, the customer explains in great detail precisely what he was trying to do, what happened when he tried to print, and what he had attempted as a fix for the problem. At what point should you interrupt him?
A. After he describes the first problem
B. As soon as you understand the problem
C. As soon as you have a solution
D. Never |
1. D Don’t interrupt the customer when he or she is explaining the problem! |
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2. What are the first two steps (in order) of the Troubleshooting Theory? A. Establish a theory of probable cause; test the theory to determine the cause. B. Document findings, actions, and outcomes; verify full system functionality. C. Identify the problem; establish a theory of probable cause. D. Test the theory to determine |
2. C Always begin by identifying the problem and establishing a theory of probable cause. |
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3. While manning the help desk, you get a call from Sharon in accounting. She’s lost a file that she knows she saved to her hard drive. Which of the following statements would direct Sharon to open her My Documents folder in the most efficient and professional manner?
A. Sharon, check My Documents.
B. Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let’s look there first. Click the Start button and move the mouse until the cursor hovers over My Documents. Click the left mouse button and tell me what you see when MyDocuments opens.
C. Probably just defaulted to My Docs. Why don’t you open Excel or whatever program you used to make the file, and then open a document and point it to My Documents?
D. Look Sharon, I know you’re a clueless noob when it comes to computers, but how could somebody lose a file? Just open up My Documents and look there for the file. |
3. B The better explanation tells about the probable location of the file—in this case, in My Documents—and does so without slang or jargon. It also doesn’t assume knowledge on the part of the user. Finally, never call a user a “clueless noob”! |
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4. What tool should be in every technician’s toolkit? A. Pliers B. Hammer C. Straight-slot screwdriver D. Phillips-head screwdriver |
4. D The minimum tool every computer tech needs is a Phillips-head screwdriver. |
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5. When is it appropriate to yell at a user? A. When he screws up the second time B. When he interrupts your troubleshooting C. When he screws up the fifth time D. Never |
5. D Never yell at users. 6. C It’s always a good ide |
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6. Al in marketing calls in for tech support, complaining that he has a dead PC. What is a good first question or questions to begin troubleshooting the problem? A. Did the computer ever work? B. When did the computer last work? C. When you say “dead,” what do you mean? What happens when you press the power button? D. What did you do? |
6. C It’s always a good idea to ask follow-up questions that clarify the situation. Both A and B are questions that you’ll ask during the questioning of the user, but C is the better first question. |
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7. While manning the help desk, you get a call from Bryce in sales complaining that he can’t print, and every time he clicks the network shared drive, his computer stops. He says he thinks it’s his “hard driver.” What would be a good follow-up question or statement?
A. Bryce, you’re an idiot. Don’t touch anything. I’ll be there in five minutes.
B. Okay, let’s take this one step at a time. You seem to have two problems, one with printing and the second with the network shared drive, right? C. First, it’s not a hard driver, but a hard drive. It doesn’t have anything to do with the network share or printing, so that’s just not right. D. When could you last print? |
7. B Taking a nonaccusatory approach with a question or questions that help clarify the problems is a good initial follow-up. Answer D would come up probably as a second or third question.C. First, it’s not a hard driver, but a hard drive. It doesn’t have anything to do with the network share or printing, so that’s just not right. D. When could you last print? 8. When troubleshooting a software |
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8. When troubleshooting a software problem on Phoebe’s computer and listening to her describe the problem, your beeper goes off. It’s your boss. What would be an acceptable action for you to take?
A. Excuse yourself, walk out of the cube, and use a cell phone to call your boss.
B. Pick up Phoebe’s phone and dial your boss’s number.
C. Wait until Phoebe finishes her description and then ask to use her phone to call your boss.
D. Wait until Phoebe finishes her description and run through any simple fixes; then explain that you need to call your boss on your cell phone. |
8. D This is a tough one, but because the user is in the midst of explanation, you shouldn’t interrupt her. You should use your own cell phone, not the user’s equipment, if at all possible. |
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9. You’ve just installed new printer drivers into Roland’s computer for the big networked laser printer and verified that everything works. Using the Troubleshooting Theory, how should you complete the repair? A. Document that you installed new printer drivers. B. Tell Roland to print a test page. C. Print a test page and go to the printer to verify the results. Assuming everything works, you’re done. D. Print a test page and go to the printer to verify the results. Document that you installed new printer drivers successfully. |
9. A Always document your findings, actions, and outcomes. |
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10. What’s an FRU? A. Foreign replacement unit—a cheaper part to replace an expensive, American-made part B. Field replaceable unit—a known-good computer part to swap in or out in the troubleshooting process C. Free repair unit—a gimmick used by some companies to provide free tech support for the first-time customer D. Short for FRU Linux, a Linux distribution |
10. B An FRU is a field replaceable unit. |
