Coursera Answers

Introduction to Technical Support Coursera Answers

by Niyander

Hello Friends in this article i am gone to share Coursera Course: Introduction to Technical Support All Weeks Quiz Answers with you..

Enrol Link:  Introduction to Technical Support

Introduction to Technical Support

 

About this Course

Gain the daily work skills and knowledge you’ll need for IT Technical Support career success.

This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree.

Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from experienced, expert Information Technology professionals.

By the end of this course, you will be able to:

  • – Describe and develop a customer service and support mindset.
  • – Define the levels of IT support and the escalation matrix.
  • – Explore the features and benefits of ticketing systems.
  • – Identify support tools and systems used in technical support.
  • – Explore various tech support roles and responsibilities, including service level agreement responsibilities.
  • – Recognize the career paths and progression in Technical Support.

These skills will equip you to speak with prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day administrative role-related responsibilities.

Introduction to Technical Support Coursera Answers

 

WEEK 1 QUIZ ANSWERS

Practice Quiz: Industry Professionals’ Guide to Technical Support Quiz Answer

Question 1)
Tech support is a good career for people who _____________ .

  • Enjoy problem-solving
  • Have limited technical knowledge
  • Want to work on problems by themselves
  • Don’t have patience with people’s difficult behavior

Question 2)
Which of the following is true of a technical support professional’s work environment?

  • They usually work alone.
  • They generally use phones.
  • They always work on-site at a call center.
  • They may work in many different environments, such as a physical office, a call center, and remotely from home.

Question 3)
Which of the following is NOT an entry-level role in Technical Support?

  • Technical Support Manager
  • Desktop Support Technician
  • Tech Support Representative
  • IT Help Desk Support Representative

Question 4)
Which of the following is considered a responsibility of technical support?

  • Writing software code
  • Fulfilling IT equipment requests
  • Performing system installations and updates
  • Reaching out to users to find out how satisfied they are with goods and services

Question 5)
Which of the following is an essential component of a solid IT infrastructure?

  • Personnel
  • Malware
  • Network
  • Physical office

 

Graded Quiz: Industry Professionals’ Guide to Technical Support Quiz Answer

Question 1)
Which of the following skills are mastered by technical support professionals that make them successful?

  • Listening to customers’ problems
  • Resolving issues using industry jargon
  • Programming languages like Python and Java
  • Experts with deep knowledge of hardware and software design of a product

Question 2)
What organizations need technical support staff?

  • Only large companies
  • Only technical companies
  • Only commercial businesses
  • Many different organizations

Question 3)
Which of the following reflects upon the importance of technical support for businesses?

  • Helps companies track customers’ personal metrics
  • Providing technical support doesn’t have much impact on customer retention.
  • Poor technical support doesn’t really affect company’s financials or its reputation.
  • Helps companies track and troubleshoot their technology, leading to the development of desirable products.

Question 4)
Which of the following facts are true about career opportunities in technical support?

  • They require extensive education to enter.
  • Rising use of technology calls for more tech support roles.
  • Lower compensation for technology occupations than median national wages.
  • U.S Bureau of labor statistics survey shows fall in technical support jobs in the future.

Question 5)
Which of the following are advantages of a technical support career?

  • Focuses only on technical fields
  • Requires a computer science college degree to get started
  • Requires a few years of IT experience to get started
  • Offers opportunities for other roles in the field of IT

Question 6)
What are some of the common titles of entry-level technical support roles in the industry?

  • Support Manager
  • Cloud Architect
  • Network Administrator
  • IT Support Technician

Question 7)
The primary role of a technical support professional is ___________________.

  • To help resolve any complex issue customers face.
  • To help in software design of a product or service.
  • To help the organization with financial reporting and analysis.
  • To patiently help customers resolve their technical issues.

Question 8)
Which of the following tasks would a technical support representative typically do in a day?

  • Install a company’s ticketing systems to log and track issues.
  • Travel to a client’s office to troubleshoot problems in person.
  • Design, build hardware, and provide software solutions to issues customers face.
  • Assist customers with password resets, software installations, and troubleshooting.

Question 9)
Cloud IT infrastructure components _____.

  • Cannot be accessed over the internet
  • Are not stored in one physical location
  • Require more resources than traditional infrastructure
  • Are all the same

Question 10)
You are working as a technical support specialist; which of the following issues can be resolved quickly by you?

  • Identity theft
  • Customers with data access issues
  • Customer is using unsupported hardware
  • Large scale server outage

 

WEEK 2 QUIZ ANSWERS

Practice Quiz: Technical Support Skills and Opportunities Quiz Answer

Question 1)
Knowledge of which of the following basic technical skills help a technical support representative on the job?

  • How to use machine code
  • Customer service mindset and empathy
  • Daily maintenance tasks for an enterprise server
  • Knowledge of databases such as SQL and NOSQL databases

Question 2)
Which item out of the following are soft skills used in technical support?

  • Good salesmanship
  • Conflict mitigation
  • Being an avid reader
  • Debate skills

Question 3)
You are a technical support professional undergoing performance evaluation. Which item out of the following is used as a parameter for evaluation?

  • Appearance
  • Written and spoken communication
  • Number of overtime hours spent on work
  • Whether you advance issues to a higher-tier professional whenever possible

Question 4)
Which item out of the following is a mid-tier technical support role?

  • Tier II support
  • Help desk technician
  • Technical support manager
  • Field service technician

Question 5)
Which item out of the following certifications are applicable to an entry-level technical support professional?

  • CEH
  • CompTIA A+
  • Bachelor’s degree
  • Network 5 Certification

 

Graded Quiz: Technical Support Skills and Opportunities Quiz Answer

Question 1)
Which one of the following programming languages requires basic knowledge of the language and are useful for technical support representatives?

  • Assembly language
  • AI\ML languages
  • Ruby and C++ language
  • HTML, Python, and JavaScript

Question 2)
Which one of the following statements is correct?

  • Only one virtual machine can exist on one computer.
  • A Virtual Private Network (or VPN) refers to the servers and data storage devices.
  • Network security includes access control, security software, and network analytics.
  • IT infrastructure monitoring software collects and analyzes data from individual users.

Question 3)
Which one of the following will help you to fine-tune your soft skills?

  • Ignore stress
  • Shadowing colleagues on the job
  • Independent programming projects
  • Continue your current procedures for helping customers

Question 4)
Which one of the following is an example of a customer support mindset?

  • Active listening
  • Emotional detachment
  • Delivering bad news quickly
  • Following the same approach for all customers

Question 5)
Select the answer that lists the correct order of actions in a performance evaluation.

  • Company redefines expectations > Supervisor evaluates > Performance feedback is received > Supervisor makes notes of performance
  • Supervisor evaluates > Supervisor makes notes of performance > Performance feedback is received > Company redefines expectations
  • Supervisor makes notes of performance > Supervisor evaluates > Performance feedback is received > Company redefines expectations
  • Performance feedback is received > Company redefines expectations > Supervisor evaluates > Supervisor makes notes of performance

Question 6)
Which one of the following helps to measure the productivity of a technical support person?

  • Customer ratings
  • Call recordings
  • Coworker assessment
  • Completing tasks in a timely and efficient manner

Question 7)
Which one of the following is one of the responsibilities of a mid-tier technical support role?

  • Manage project-level issues
  • Document and update issues in a ticketing system
  • Testing and maintaining equipment and software
  • Solve simple account and data related queries for customers

Question 8)
Sheila is a technical support representative. Within her team, she motivates her team members, encourages them to succeed, and helps them resolve issues. Which soft skill is she exhibiting?

  • Leadership skills
  • Customer Service Mindset
  • Active Listening skills
  • Good organization skills

Question 9)
Which of the following is a valid certification for IT support professionals?

  • LITI
  • ACSP
  • CCNA
  • GCSA

Question 10)
Which item out of the following statements is true about certifications?

  • ITIL Foundation certifications are only for beginner level.
  • The CCNA certificate is for those wishing to further their networking knowledge.
  • The ITF+ certification shows that you possess advanced IT knowledge and skills.
  • The CompTIA Network+ certification shows that you have advanced knowledge about cloud services.

 

WEEK 3 QUIZ ANSWERS

Practice Quiz: IT Support Tiers and Service-Level Agreements Quiz Answer

Question 1)
Which of the following is NOT a channel for technical support?

  • Email
  • Social media
  • Ticketing systems
  • Video chat

Question 2)
Which of the following is true about remote support?

  • File sharing can be dangerous to the security of user files.
  • Remote support is more efficient than other types of user support.
  • Unattended support is used when the user is present at the computer.
  • Support sessions cannot be transferred to another tech support professional.

Question 3)
Which of the following is a source of Level 0 support?

  • SME
  • Knowledge base
  • Third-party partner
  • Entry-level tech support professional

Question 4)
Which of the following are types of service-level agreement?

  • Double
  • Region-based
  • Customer-based
  • Device-based

Question 5)
When an issue is escalated according to who has the knowledge and expertise to resolve it, this is called what?

  • Handoff escalation
  • Automatic escalation
  • Hierarchical escalation
  • Functional escalation

 

Graded Quiz: IT Support Tiers and Service-Level Agreements Quiz Answer

Question 1)
A Zendesk survey of customers found that, for simple service requests, they preferred email support the most, but for complicated service requests, they preferred _________.

  • Phone
  • Live chat
  • SMS text
  • Social media

Question 2)
When seeking support for issues, customers tend to _______.

  • Avoid using channels for support.
  • Ask for certain tech support people by name if possible.
  • Use a broad mix of support channels in order to find a solution.
  • Select one favorite channel of technical support and never try other channels.

Question 3)
Which of the following is a feature of remote support software?

  • Adware
  • ConnectWise
  • File sharing
  • Physical key devices

Question 4)
Which of the following is true for unattended support?

  • It allows for hands-on support.
  • It requires permission from users.
  • It’s the fastest way to resolve a user’s issue.
  • It’s the best method for maintenance support.

Question 5)
Subject matter experts or product specialists – those experienced in solving complex problems and may include engineers or programmers who developed the product – provide what level of technical support?

  • Level 1
  • Level 0
  • Level 2
  • Level 3

Question 6)
Which of the following is a feature of tiered support?

  • Customer satisfaction is not improved.
  • Tiered support is very efficient.
  • Companies can hire more support personnel.
  • An issue remains at the same level until resolved.

Question 7)
Which of the following will be included in a service-level agreement contract?

  • Country of operation
  • Consequences of violations
  • Technology that will be used
  • Goals of the tech support personnel

Question 8)
Resolution SLAs state ____________________.

  • Which priorities the team will be responsible for.
  • Which services the team will provide to users.
  • How long the team has to resolve an issue, from start to finish.
  • When the team may decline to provide technical support to a user.

Question 9)
When an issue is escalated to the person with specific skills and knowledge to resolve it, it’s called ___________________.

  • Automatic escalation
  • Functional escalation
  • User-driven escalation
  • Hierarchical escalation

Question 10)
Which of the following is true of handoffs?

  • They are not used often in technical support.
  • They encourage support teams to share knowledge.
  • They cause incomplete documentation about issues and solutions.
  • They should be avoided – issues are resolved more completely when one technician works through the problem.

 

WEEK 4 QUIZ ANSWERS

Practice Quiz: Support Tools and Ticketing Systems Quiz Answer

Question 1)
Which of the following statements is true about a ticket?

  • Tech support personnel create tickets, not customers.
  • Once they are closed, tickets can never be reopened.
  • A ticket is called a ticket in all tracking systems.
  • Tickets contain basic information such as customer’s name, date opened, and contact information as well as information about the issue.

Question 2)
Tickets can be tagged with information such as date, issue specifics, or customer details. This can:

  • Hinder customer service level.
  • Motivate customers to use self-help options.
  • Make it difficult to track a specific ticket.
  • Trigger automated responses such as customer communication and routing.

Question 3)
The method of documenting an issue by listing information about the issue as a list and without timing or interpretation can be called ______.

  • Personal
  • Chronological
  • Analytical
  • Record essential details

Question 4)
Which of the following should a company look for in a ticketing system?

  • Ability to provide reportable metrics
  • Complexity, even if it’s a bit slower to use
  • Securely deletes information after each customer interaction
  • Enforces individual effort by one tech support agent on each individual ticket

Question 5)
Which of the following is NOT a common ITSM metric that organizations measure?

  • COBIT
  • First-contact resolution
  • Mean time to resolution
  • Customer Satisfaction (or CSAT) scores

 

Graded Quiz: Support Tools and Ticketing Systems Quiz Answer

Question 1)
A ticketing system is _____ .

  • Used only to create tickets.
  • Software used to systematically manage and resolve customer issues.
  • Do not track metrics of tech support such as response time and volume.
  • Meant to allow each tech support professional to track only their own resolution of an issue.

Question 2)
Which of the following is a common feature of ticketing systems?

  • Agent anonymity
  • Omnichannel support
  • End-to-end customer self-service
  • Erasure of past issues that are no longer relevant

Question 3)
A self-hosted ticketing system is software that runs on your company’s server. Which of the following is a benefit of this type of system?

  • Your company maintains servers
  • Initial cost of infrastructure
  • Complete control of data and security
  • System updates and fixes are performed by in-house developers

Question 4)
Effective communication in technical support is _____ .

  • Non-detailed communication
  • Unshared communication
  • Complicated communication
  • Informative communication

Question 5)
Which of the following statements is true about tech support documentation?

  • If you cannot resolve an issue, you should close it.
  • You should not have to ask customers questions about their issues.
  • The only correct way to document your actions is chronologically.
  • You should always keep your audience in mind when documenting an issue.

Question 6)
What is ITSM?

  • Internal Technology Security Mindset
  • Improvement To Support Methodology
  • Information Technology Service Management
  • Infrastructure and Team Strategic Management

Question 7)
Which of the following is NOT a common ITSM metric that organizations measure?

  • COBIT
  • Mean time to resolution
  • First-contact resolution
  • Customer Satisfaction (or CSAT) scores

Question 8)
Which of the following is a task that a tech support specialist would likely do in the morning?

  • Schedules customer contacts for the next day
  • Check whether all coworkers have logged in
  • Check to see that overnight backups have run successfully
  • Check that completed tickets have been set to a correct status

Question 9)
Which of the following is a benefit of cloud-based ticketing systems?

  • Customization is minimal.
  • They are highly scalable.
  • An internet connection is optional.
  • You would rely on a vendor to address malfunctions.

Question 10)
Why is automation an important part of a ticketing system?

  • It does not need assessment or resource management.
  • It helps users resolve issues without tech support involvement.
  • Automation can help tickets get to the right person at the right time.
  • It reduces the number of tech support personnel needed in the company.

WEEK 5 QUIZ ANSWERS

Final Quiz Answer

Question 1)
Which one of the following are some of the tasks that technical support roles commonly perform?

  • Focus on resolving technical issues, provide steps for customers to take, and deliver bad news
  • Focus on customer retention, improve products, and help companies develop more desirable products
  • Focus on making the customer feel better about a problem, deal with payment, and answer delivery questions
  • Focus on the general product experience, follow up with customers, collect feedback, and products when appropriate

Question 2)
Which one of the following is an advantage of a career in technical support?

  • Upper-tier employees are usually managers or analysts.
  • Technical support is a fast-growing field.
  • Technical support professionals always work in an office environment.
  • A college degree and experience is required to start at the entry-level in technical support.

Question 3)
Which one of the following are some of the responsibilities of technical support professionals?

  • Listening with empathy and focusing on the customer experience.
  • Assisting clients with billing issues, delivery delays, and general questions.
  • Assisting clients with password resets, walkthroughs, installations and reinstallations, and escalating issues when appropriate.
  • Keeping explanations simple, only delivering good news even if a problem cannot be resolved, and trying to resolve issues without any help.

Question 4)
Which one of the following are essential components of an information technology (IT) infrastructure?

  • Hardware, software, and network
  • Connectivity, cyber safety, and productivity
  • Traditional IT infrastructure and cloud IT infrastructure
  • Mobile devices, content management systems (CMS), and data centers

Question 5)
Which of the following statements is true about technical skills in a tech support role?

  • You should only use proprietary sources to study.
  • You need to acquire all necessary skills before you start.
  • Technical support requires a broad range of technical skills.
  • It’s better to specialize in one area than to branch out.

Question 6)
Which of the following is a set of examples of soft skills?

  • Python and C+ skills
  • Mac, PC, and Linux skills
  • Database and server skills
  • Flexibility and active listening skills

Question 7)
Which of the following is a benefit of a performance evaluation to the tech support professional being evaluated?

  • You can compare yourself to your coworkers.
  • You have a chance to get to know your manager better.
  • You can talk about your goals and how to achieve them.
  • You will hear only about the positive achievements you’ve made.

Question 8)
Which of the following is an upper-level tech support role?

  • QA Engineer
  • Technical support specialist
  • Network Administrator
  • Field Engineer Supervisor

Question 9)
Which of the following is NOT an industry certification discussed in the course?

  • CompTIA ITF+
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Solutions Expert (MCSE)
  • Apple Certified Support Professional (ACSP)

Question 10)
Level 0 support includes ______ .

  • Third-party partners
  • Skilled specialists
  • Help with basic issues like password resets and software installation
  • App help sections, chatbots, FAQs

Question 11)
Which of the following is a normal function of a service-level agreement (or SLA)?

  • Collapsing priority levels
  • Protecting anonymity of managers
  • Connecting response goals and costs
  • Establishing consequences of violations

Question 12)
Automatic escalation is ______.

  • Escalation of an issue within 2 days
  • Escalation of an issue by the customer
  • Escalation of an issue by more than one level
  • Escalation of an issue by a ticketing system

Question 13)
Which of the following statements is true about remote support software?

  • The computers do not need to be connected to the internet.
  • Remote support requires a host device.
  • Tech support will never share a passcode.
  • Only one computer needs to be connected to the remote support software.

Question 14)
If you have an urgent problem that needs hands-on assistance, the most effective support channel is probably _________.

  • Social media
  • FAQ
  • Email
  • Video chat

Question 15)
In addition to basic ticket management, most ticketing systems also provide which of these?

  • Internet browsing
  • Management of agent work hours
  • Infrastructure monitoring
  • Metrics reporting capabilities

Question 16)
Why is it important to capture information how an issue is addressed on the ticket?

  • It makes customer profiles unnecessary.
  • It ensures that support flows through only one channel.
  • Responsibility for solving issues or making mistakes can be shared.
  • It can be aggregated into a report about the functioning of the tech support team.

Question 17)
One of the benefits of an open-source ticketing system is ____ .

  • The timeline for initial rollout is longer.
  • Access to the codebase makes the system more customizable.
  • A provider absorbs the cost of scaling.
  • The company is responsible for maintenance and updates.

Question 18)
If a customer has not provided clear information about their issue, what is the best course of action?

  • Close the ticket.
  • Escalate to another tech support professional.
  • Ask questions to clarify what is going on and what has been tried.
  • Direct the customer to a self-serve tech support resource.

Question 19)
Popular ITSM frameworks include which common elements?

  • COBIT, ITIL, and MOF
  • Library, business objectives, staff, and services
  • Strategy, design, management, operation, and improvement
  • Plan Phase, Deliver Phase, Operate Phase, and Manage Layer.

Question 20)
Which of the following tasks is most likely to be done at the end of the working day?

  • Prioritize open tickets.
  • Ensure that all overnight backups have run successfully.
  • Walk to another building to replace a broken router.
  • Check assigned tickets to make sure they are closed or updated.