ISS Unit 4 Quiz

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

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

• Critical Thinking Skills

• Problem Solving Skills

• Decision Making Skills

• Active Listening Skills

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

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

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

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

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

Which type of communication skill involves building some level of empathy with the customer?

• Provide Explanations

• Probes

• Build Understanding

• Ask Critical Questions

What is the main purpose of verification skills in communication?

• To provide closure to the case

• To confuse the customer

• To avoid solving the problem

• To increase repeated calls by the customer

Which information resource is crucial for service support professionals to have higher case resolutions?

• Problem-solving strategies

• Diagnostic & repair tools

• Information about company's web-based communication

• Technical information about how technology works