Week 1 Summary

Week 1 Summary

by Umoora Minhaji

​Unit - 17

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​Identify and Resolve Software Related Problems

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​Learning Objectives:

​By the end of this week students will be able to:

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​1. Understand basic ettiquittes of asking questions.

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​2. Identify and differentiate between closed ended and open ended questions.

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3. Ask smart questions and learn how to document them.

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​Troubleshooting

Asking the right questions, testing the right hardware, and examining the right data helps you understand the problem and form a proposed solution to try.

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​Troubleshooting is a skill refined over time, it's basically a trial and error method to solve a problem.

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​Asking the right questions, testing the right methodologies, and examining the right data helps you understand the problem and form a proposed solution to try.

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​Basic Steps of Troubleshooting

• ​Identify the problem

• ​Establish a theory of probable cause.

• ​Test the theory to determine the cause

• ​Establish a plan of action to resolve the problem and implement the solution.

• ​Verify full system functionality.

• ​Document findings, actions and outcomes.

Multiple Choice

What is the first step in troubleshooting Process?

• Identify the Problem

• Establish a theory

• Verify Funstionality

• Test the theory

Multiple Choice

Why it is important to have a method or process for Troubleshooting?

• Ensures you don't miss obvious problems

• Makes job easier

• It saves time

• All of the above

​Conversational Etiquettes

When you are talking to the customer, follow these guidelines:

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• Ask direct questions to gather information.

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• Do not use industry jargon.

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• Do not talk down to the customer.

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• Do not insult the customer.

• Do not accuse the customer of causing the problem.

​Open Ended and Closed Ended Questions

Open-ended questions allow customers to explain the details of the problem in their own words. Use open-ended questions to obtain general information.

Based on the information from the customer, you can proceed with closed-ended questions. Closed-ended questions generally require a yes or no answer. These questions are intended to get the most relevant information in the shortest time possible.​

Open Ended

Write some of the examples of closed ended and Open ended questions that can help you solve a software issue.