Chapter 4

Front 1

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

Back 1

All of these are difficult problems

Front 2

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

Back 2

False

Front 3

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

Back 3

False

Front 4

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

Back 4

Active listening

Front 5

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

Back 5

Critical Thinking

Front 6

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

Back 6

Decision Making

Front 7

True or False? To restate a problem description using the user's exact words is called paraphrasing.

Back 7

False

Front 8

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

Back 8

Escalation

Front 9

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

Back 9

Metacognition

Front 10

A follow-up question a troubleshooter asks to get additional information about a problem situation is called a _________________.

Back 10

Probe/Probing Question

Front 11

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

Back 11

Knowledge Base

Front 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.

Back 12

True

Front 13

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

Back 13

Look for a simple, obvious fix.

Front 14

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

Back 14

An opportunity to look at other alternatives.

Front 15

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

Back 15

You cannot see any icons or images on your screen?

Front 16

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

Back 16

Contradiction

Front 17

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

Back 17

Verification

Front 18

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

Back 18

False

Front 19

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

Back 19

VPN

Front 20

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

Back 20

Variables

Front 21

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

Back 21

Social Media