Question 5Consider the following case study:You receive a phone call from a remote user, saying they cannot connect to the company server. The user is in a rush and is frustrated. You take the call and start your interaction with the user. The user, having some computer knowledge, tells you what steps they perform to try to solve the problem. In order to find the root cause, you need to re-try some of the same steps the user performed. Which of the following is the best way to communicate with the user the steps you want to perform?1 pointSaying, “Let us start working on your problem. Please do the following steps.”Telling the user you can not trust what they have done and need to start your own troubleshooting.Saying, “Sorry for inconveniencing you, I know that you already did some of these steps, but in order to find the root cause, I will need you to perform some of them again.”Acknowledging the steps the user did and go radio silence while you evaluate the problem.

A call center technician has asked a customer to perform a simple operation to fix a problem on a computer. The customer seems unable to perform the task. What should the technician do?(2 Points)Ask the customer to find someone with more experience to perform the task.Determine whether the customer would prefer to receive the instructions in another form, such as emailed, illustrated written instructions.Tell the customer that another technician will explain the task .Explain to the customer that it is a simple task and ask the customer to try it again.

Which is a recommended step when troubleshooting computer problems? Question options: a) Ask the user for more details and then observe them b) Make a wild guess to save time c) Reproduce the problem and observe it d) Ignore the problem and just fix it

A user experiences access and performance issues with the Internet connection from a home computer. The Internet connection is provided through a DSL line. The user calls the support line of the phone company for help. The support technician asks the user to connect the computer directly to the DSL modem. Which two pieces of information will help the technician to troubleshoot the problem?

QuestionA support technician receives a call from a single user, but the issue happened during a big change. The support team is worried some users might not be calling in, or that the problem may occur again. What should the support team do?A.ReplacementB.Follow upC.RMAD.Change request

If a stakeholder fails to respond to an email in a timely manner, which communication steps are the next best options? Select two answers.1 分Complain to human resources (HR)Send an instant messageReport to the organization’s Chief Information Security Officer (CISO)Make a phone call