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Module 6 challenge: Troubleshooting Best Practices (Technical Support Fundamentals) Answers 2025

Question 1

What is the first step to follow when troubleshooting?

  • ❌ Tell the user that you need to keep the computer for troubleshooting.

  • ❌ Ask the user to restart the computer.

  • ✅ Ask follow-up questions to identify the problem.

  • ❌ Assume a cause for the problem and try to solve the problem based on the assumption.

🔹 Explanation:
The first step in troubleshooting is to gather information — ask follow-up questions to understand the issue clearly before attempting any fixes.

Question 2

_______ is how the “Isolating the problem” troubleshooting method help us to solve the problem.

  • ❌ Understanding the user

  • ❌ Diagnosing the problem

  • ❌ Acquiring technical knowledge

  • ✅ Shrinking the scope of the potential issue

🔹 Explanation:
Isolating the problem means narrowing down potential causes step by step until the exact issue is identified — effectively shrinking the scope of where the problem could be.

Question 3

Imagine the following scenario:
A user says their laptop doesn’t turn on. You confirm it doesn’t.
What should be your next step?

  • ❌ Tell the user to leave the laptop and wait for your call.

  • ❌ Agree with the user and replace the laptop.

  • ✅ Ask more questions, and try to identify the root cause of the problem.

  • ❌ Replace the laptop’s battery.

🔹 Explanation:
Before taking action, a good IT support specialist asks additional questions (e.g., “Is it plugged in?” “Did you see any lights?”) to find the root cause.

Question 4

Which of the following characteristics is part of great customer service?

  • ❌ Keeping quiet while working.

  • ❌ Talking in technical jargon.

  • ❌ Being fast.

  • ✅ Acknowledging the user.

🔹 Explanation:
Acknowledging the user shows empathy and professionalism, a key part of great customer service — users feel heard and respected.

Question 5

A user reports being unable to access the corporate email app. You identify the issue. What should you do?

  • ❌ Tell the user to wait.

  • ❌ Immediately start solving the problem. After you finish, you text back, saying the problem was solved.

  • ❌ Solve the problem and ignore the user.

  • ✅ Notify the user you found the root cause of the problem and how long it will take to solve, and you will let them know when the issue is resolved.

🔹 Explanation:
Good IT support involves clear communication — let users know what’s happening, what caused the problem, and when it will be resolved.

Question 6

___________ are all-in-one solutions that help you track user issues, communicate with your users, and provide updates.

  • ❌ Emails to users

  • ✅ Ticketing or bug systems

  • ❌ Procedures

  • ❌ Chat rooms

🔹 Explanation:
Ticketing systems (like Jira or ServiceNow) are used in IT to log, track, and manage user issues efficiently.

Question 7

Why is it important to document IT issues/problems?

  • ✅ To save you time, your company time, and your users’ time.

  • ✅ It helps you audit your steps in case you need to go back and see what you did.

  • ❌ To keep track of your time.

  • ❌ Because it is a requirement of the company.

🔹 Explanation:
Proper documentation helps ensure consistency, accountability, and faster resolution in future cases by keeping a detailed record of steps taken.

Question 8

________________________ is the most common pitfall when troubleshooting.

  • ❌ Using the fastest possible solution

  • ❌ Guessing the solution

  • ✅ Going on autopilot and not finding the root cause of the problem

  • ❌ Asking questions and gathering data

🔹 Explanation:
A common mistake in troubleshooting is acting without thinking — making assumptions instead of carefully finding the root cause through analysis.

Question 9

What is troubleshooting?

  • ❌ Asking questions.

  • ❌ Using different methods to help the customer.

  • ✅ The ability to diagnose and resolve a problem.

  • ❌ Finding the root cause of a problem.

🔹 Explanation:
Troubleshooting is a structured process that involves diagnosing and resolving a technical issue efficiently and logically.

Question 10

Scenario: The help desk receives a call saying, “My laptop is not turning on.”
Select the best ticket documentation.

  • ❌ The user connected the laptop to the power supply.

  • ✅ After asking the user when was the last time they charged the laptop, it was found the laptop had not been charged in four days. I asked the user to plug in the laptop to a power outlet and wait at least 5 minutes and try again. The laptop is working fine.

  • ❌ Issue solved.

  • ❌ Laptop not working. Working now.

🔹 Explanation:
The best documentation clearly records steps taken, findings, and resolution — ensuring others can review or repeat the process if needed.

🧩 Summary:

  • Start troubleshooting by asking questions and isolating the issue.

  • Always acknowledge users and communicate updates clearly.

  • Ticketing systems streamline tracking and support.

  • Documentation saves time, ensures consistency, and helps future troubleshooting.

  • Avoid autopilot — always find the root cause.

  • Effective troubleshooting = diagnose, document, and communicate.

✅ Key takeaway:
Good troubleshooting combines technical skill, logical thinking, and strong communication — ensuring fast, accurate, and user-friendly problem resolution.