單項(xiàng)選擇題

Which of the following describes the BEST course of action when a user continuously calls atechnician with computer issues instead of the helpdesk?（）

A. Put all other work orders on hold and assist the user with all their computer issues.
B. Have another technician take over support calls for this user.
C. Explain that the user needs to fill out a work order for the computer problems.
D. Ask the user to call another technician for more in-depth assistance.

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單項(xiàng)選擇題

A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）

A. Ask another technician who has worked with this computer previously to learn about any other prior issues.
B. Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
C. Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
D. Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.

單項(xiàng)選擇題

Which of the following is the BEST approach a technician should take when informing a customerabout their findings of any specific computer problem?（）

A. Use non-technical terms.
B. Use the appropriate acronyms.
C. Use proper technical terms.
D. Use email to ensure a written record.