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21 Cards in this Set
- Front
- Back
Which of these is not an example of a difficult problem? |
All of these are difficult problems |
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True or False? T/S technology problems is a fixed, linear sequence of steps a support agent follows from the initial problem description to the resolved problem. |
False |
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True or False? Problem solving, critical thinking, and decision making are different names for the same skill. |
False |
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The strategy in which a listener is as engaged as the speaker in a communication is called: |
Active listening |
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A mental model to help a troubleshooter understand and explain a problem situation is based on: |
Critical Thinking |
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A troubleshooting process that involves selecting one alternative from among a number of possible alternatives based on some evaluation criteria is called _________________? |
Decision Making |
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True or False? To restate a problem description using the user's exact words is called paraphrasing. |
False |
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_______________ is a problem-solving tool where a difficult or complex problem is referred to a higher-level support person for resolution.
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Escalation |
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The ability to step back from a troubleshooting situation and analyze one's own thinking process is called ________________. |
Metacognition |
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A follow-up question a troubleshooter asks to get additional information about a problem situation is called a _________________. |
Probe/Probing Question |
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An organized collection of information, articles, procedures, tips, and problem solutions is called a : |
Knowledge Base |
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True or False? A troubleshooting strategy that involves swapping a hardware or software component whose status is unknown with one that is known to be operational is called module replacement. |
True |
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Rebooting a system in an attempt to fix a problem is an example of which of these problem solving strategies? |
Look for a simple, obvious fix. |
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A successful troubleshooter recognizes a dead end (or block in progress) as: |
An opportunity to look at other alternatives. |
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Write a paraphrase for the following problem statement: "The display on my tablet PC is blank." |
You cannot see any icons or images on your screen? |
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A troubleshooter who observes that a suspected faulty modem does not work in computer A, but operates in computer B, is confronted with a(n): |
Contradiction |
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A communication skill that confirms a troubleshooter's perception that a problem is fixed is: |
Verification |
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True or False? Root cause analysis is a troubleshooting strategy designed to eliminate the symptoms of a problem. |
False
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A network technology that uses authentication and encryption to connect remote users to a company server over the Internet is called a(n) _________________. |
VPN |
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Simplifying a problem situation by removing components from a configuration is a strategy to eliminate or reduce the number of ____________ in a problem. |
Variables |
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Facebook, LinkedIn, Twitter, and blogs are examples of _____________________. |
Social Media |