Google IT Support Professional Certificate • STUDY MODE
PRACTICE QUIZ: TROUBLESHOOTING BEST PRACTICES
QUESTION 1 OF 4
Scenario: You’re working in an IT Support position and a user comes to you and says they can’t access their online bank account. Choose the best response.
A
Please restart your computer.
B
Let’s try to test this by logging in on my computer.
C
It might be the Internet. Make sure you’re connected to a network first.
D
Can you explain to me in detail what you mean by not being able to access your online bank account? What specific part doesn’t work?Correct Answer
QUESTION 2 OF 4
Which of these is system software? Check all that apply.
A
Wipe and format the machine from scratch.
B
Ask more questions.
C
Restart the computer. It could be a weird Internet issue.
D
Isolate the problem to either the computer or the network.Correct Answer
QUESTION 3 OF 4
Scenario: You’re working in an IT Support position and a user comes to you and says they can’t login to their computer. Choose the best response.
A
Ask the user, “when was the last time you were able to login? What has changed since then?”Correct Answer
B
Restart the computer. It could be a weird login issue.
C
Check the network device they’re connected to.
D
Check if the user has their caps lock enabled.
QUESTION 4 OF 4
Scenario: You’re working with a computer that doesn’t run your newly installed software correctly. You’ve already asked the right questions, but you can’t seem to isolate the problem to anything specific. Which of the following responses is the next best step to take?
A
Wipe the computer and format it from scratch, which will take a few hours.
B
Restart the computer. It could be an issue of the software installation needing a reboot, restarting takes about 2 minutes.Correct Answer
C
Run diagnostic tools, which will take about an hour.
D
Reinstall the software again, which will take about 15 minutes.
Ready to test your recall?
Scenario: You’re working in an IT Support position and a user comes to you and says they can’t access their online bank account. Choose the best response.
A
Please restart your computer.
B
Let’s try to test this by logging in on my computer.
C
It might be the Internet. Make sure you’re connected to a network first.
D
Can you explain to me in detail what you mean by not being able to access your online bank account? What specific part doesn’t work?