Search Header Logo

ISS Unit 4 Quiz

Authored by Celestina Wong

Education

12th Grade

Used 2+ times

ISS Unit 4 Quiz
AI

AI Actions

Add similar questions

Adjust reading levels

Convert to real-world scenario

Translate activity

More...

    Content View

    Student View

10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are the 3 main troubleshooting skills required to conduct troubleshooting effectively?

Listening Skills, Probing Skills, Explanation Skills

Problem Solving Skills, Critical Thinking Skills, Decision Making Skills

Analytical Skills, Technical Skills, Communication Skills

Empathy Skills, Verification Skills, Understanding Skills

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the process of selecting one option among several options?

Critical Thinking Skills

Problem Solving Skills

Decision Making Skills

Active Listening Skills

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the first step in problem-solving strategies according to the text?

Initiate a root cause analysis

Look for simple, obvious solution

Examine the configuration

Attempt to replicate problem

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which type of communication skill involves asking follow-up questions to obtain more information from the customer?

Basic Listening

Probes

Ask Critical Questions

Active Listening

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the main purpose of providing clear and comprehensive explanations to customers?

To avoid solving the problem

To confuse the customer

To reduce repeated calls by the customer

To increase repeated calls by the customer

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which personal characteristic is important for successful trouble-shooters to manage difficult customers?

Enjoy continuous learning

Enjoy working with people

Patience & Persistence

Enjoy problem solving

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the process of looking beyond visible symptoms of a problem to search for the root cause?

Initiate a root cause analysis

Examine the configuration

Attempt to replicate problem

Look for simple, obvious solution

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Google

Continue with Google

Email

Continue with Email

Classlink

Continue with Classlink

Clever

Continue with Clever

or continue with

Microsoft

Microsoft

Apple

Apple

Others

Others

Already have an account?