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quizzes: expand all 35 quizzes to 15 questions each

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OPS-1 through OPS-10, OS-2, OS-3 went from 5 → 15.
OS-1, OS-4 through OS-11, SEC-1 through SEC-11, TRB-1 through TRB-4 went from 7 → 15.
Questions cover exam-weight scenarios not duplicated from original content.

Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
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Ken Patmonk 2026-06-19 02:43:26 -05:00
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@ -42,6 +42,76 @@ B. Dismissing or judging the user
C. Follow-up
D. Documentation
6. A user becomes frustrated and raises their voice. What is the best response?
A. Raise your voice in return
B. Remain calm, let them finish, then address the issue professionally
C. Close the ticket immediately
D. Escalate to legal
7. A technician is about to run a command that will reboot the user's machine. What should happen first?
A. Run the command immediately
B. Warn the user and allow them to save their work
C. Close all tickets first
D. Update the SLA
8. Which behavior demonstrates professionalism when a user reports a problem the technician cannot immediately solve?
A. Making up an answer
B. Telling the user it is their fault
C. Honestly stating what is known, setting expectations, and following up
D. Ignoring the ticket
9. A technician notices a user has personal files on a work device unrelated to the current issue. What should the technician do?
A. Delete the files immediately
B. Access and review all personal files
C. Focus on the reported issue and handle any policy concerns through proper channels
D. Post about it in the team chat
10. When should a technician avoid using technical jargon?
A. When filing a detailed internal report
B. When communicating with a non-technical end user
C. When writing escalation notes
D. When documenting the ticket for Tier 2
11. A technician finishes a repair. What follow-up step demonstrates professionalism?
A. Immediately leave without speaking to the user
B. Confirm the issue is resolved and ask if the user has any questions
C. Submit the ticket before verifying the fix
D. Avoid documenting the solution
12. Which action best represents maintaining user confidentiality?
A. Discussing a user's data issue with coworkers in public
B. Keeping user information private and sharing only with authorized personnel
C. Posting ticket details in a community forum
D. Leaving the user's screen visible to others
13. A user calls back angry because their issue recurred after being marked resolved. What is the best response?
A. Apologize and defend the original resolution
B. Apologize, reopen the ticket, and investigate thoroughly
C. Blame the user for causing the recurrence
D. Close the ticket again
14. A technician is working on a VIP user's computer. How should they adjust their approach?
A. Rush the job to impress the user
B. Treat the issue with the same professionalism and process as any other ticket
C. Skip documentation
D. Bypass approval requirements
15. Which habit most improves long-term customer satisfaction in IT support?
A. Responding without documentation
B. Consistent follow-through, honest communication, and documenting resolutions
C. Closing tickets quickly without verifying resolution
D. Avoiding callbacks
## Answer Key For Instructor
1. A
@ -49,4 +119,14 @@ D. Documentation
3. C
4. D
5. B
6. B
7. B
8. C
9. C
10. B
11. B
12. B
13. B
14. B
15. B