ITE Exam chapter 10 (Question and Answer)
Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level-two technician.
Speak in plain terms.
2. Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?
online help files
contact database
bug reporting tools
call queue management
remote diagnostics utility
3. For a computer technician, what is the first step in resolving a customer problem?
brainstorming with co-workers
searching vendor support sites
reviewing technical documentation
speaking directly with the customer
4. Where would legal details be found that describe proper handling of information for a specific customer?
SLA
Netiquette rules
customer support call transcripts
employee confidentiality agreement
5. While servicing a computer, a technician notices that a document labeled "confidential" is open on the computer. What should the technician do?
Call another user to check the file.
Step away from the computer and ask the user to close the document.
Minimize the document and pretend not to notice it.
Report the situation to the manager responsible for the user.
Close the file without saving any changes to the file.
6. Which task would be the responsibility of a level-two technician?
resolving computer problems that are limited to software errors
gathering information from the customer
directing the customer to the appropriate computer vendor for help
resolving computer problems that require opening up the computer
7. Why is good communication a critical part of successfully troubleshooting customer problems?
It helps technicians learn important details from the customer.
It ensures that customers will not complain about poor service.
It ensures that the technician is in high demand on the job market.
It reduces the need to rely on technical manuals and online research.
8. Which two actions are examples of good netiquette? (Choose two.)
Avoid beginning an e-mail with a formal greeting when it is a reply.
Help keep flame wars only for humanistic reasons.
Check grammar and spelling before sending e-mail.
Use mixed case in e-mail instead of all upper case or all lower case.
Reply to flames but not via e-mail.
9. Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
your name
ticket number
impressions of the customer
customer name
department name
part numbers
10. Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
Go for a quick walk.
Listen to soothing sounds.
Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.
11. Which statement is true about the role of stress when troubleshooting customer computer problems?
Reducing stress helps customers provide more useful information.
Increased stress helps improve focus on fixing the problem quickly.
Stressful situations are important for establishing good customer rapport.
Stress is one of the most useful resources available to the computer technician.
12. A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
Listen to the complaint and explain that the coworker is frequently rude.
Tell the customer that they can call the supervisor if they have a complaint.
Listen to the complaint, apologize for the incident, and then offer to help the customer.
Ask the customer to submit their complaint in writing.
13. Which issue is an example of an exception to an SLA that should be escalated to a manager?
A customer wishes to change the details of the contact person on the SLA.
A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.
14. A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the property of the customer? (Choose two.)
customer e-mails
transcripts of the support call
hard copies of files on the customer desk
technical notes that are related to the support case
Internet searches that are related to the support case
15. What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.)
being impatient
lacking sensitivity
sending chain letters
sending anonymous e-mails
closing a case before resolution
16. What is the primary responsibility of a level-one helpdesk technician?
to solve simple problems
to update drivers and OS patches
to use remote diagnostic software
to gather pertinent customer information
17. What is the recommended way to place customers on hold?
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
Ask and wait for permission before placing customers on hold.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.
18. A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire?
Ask a level-two technician to check on the customer satisfaction survey response.
Call the user daily to ensure the hard drive is working satisfactorily.
Follow up with the customer to verify that the problem has been resolved.
Inform the distribution center that the customer is satisfied with the repair.
19. While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?
Interrupt the customer immediately to explain the solution.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
Wait until the customer has finished speaking, and then explain the possible solution.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.
20. What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)
The computer case must be opened.
The problem description lacks specific details.
The customer contact information is inaccurate.
The make and model of computer are not recorded.
The problem cannot be resolved in less than ten minutes.
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