Q3) What are the basic steps you should follow when troubleshooting a problem?

1)Ask questions, assume the problem, and implement the longest solution to be on the safe side.

2)Ask questions, isolate the problem, and identify the root cause of the problem.

3)Scan for viruses; iif the problem is not solved, reinstall the computers OS.

4)Reinstall the computers OS.

Q4 )There are 4 basic characteristics that define excellent customer service. Which is the most important?

1)Velocity

2)Humility

3)Knowledge

4)Empathy

Question 5

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?

1)Tell the user to wait.

2)Immediately start solving the problem. After you finish, you text back, saying the problem was solved.

3)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.

4)Solve the problem and ignore the user.