100-140

Question 1

Move all the problem-solving steps to the answer area and place them in the correct order.

Question 2

A user calls help desk to report that they cannot connect to the company's internal WiFi network. The help desk technician is following the problem-solving process to resolve the user's issue. After defining the problem and gathering detailed information, the technician suspects the most probable cause of the issue is a misconfiguration in the user's network settings. What should the technician do next?

1. Implement a plan by changing the user's network settings to match the company standard.
2. Resolve the issue by restarting the wireless access point.
3. Document the problem and solution in the company's IT knowledge base.
4. Consider the probable cause for the failure by checking whether other users are affected.

Question 3

You are a help desk technician at Healthy Eats. The company has 1000 employees in multiple locations. An end user calls you via telephone and states the following: I am Jane Doe with the Accounting Department. I have forgotten my password, and I have a huge deadline approaching. I need you to reset my password as soon as possible so that payroll checks can be issued. What should you do?

1. Ask Jane Doe for their email address so that you can email them to verify identity.
2. Reset the password because Jane Doe has to process payroll immediately.
3. Call Jane Doe's manager using their company number to verify Jane Doe's needs and identity.
4. Request Jane Doe's call back number so that you can reset the password and call Jane Doe back to verify the reset was successful.

Question 4

You resolve a customer's printing issue. How should you document the incident?

1. Printing issue is resolved. Reinstalled printer drivers and rebooted computer.
2. This customer was using the wrong printer and did not know which printer they should use.
3. Printer is now printing. Issue is resolved and customer is happy.
4. Ticket Complete.

Question 5

Joe calls in to report internet outages. A customer service technician enters the trouble ticket shown below. Review the trouble ticket below and classify which parts of this ticket follow documentation best practices. Move the description to each label to identify whether the part of the documentation referenced by the label meets documentation best practices or does not meet documentation correct practices. Note: You will receive partial credit for each correct answer.