# OPS-1 Quiz: Documentation and Support Systems

Take this after studying `notes/OPS-1-documentation-support-systems.md`.

Reply with answers like:
`1B 2A 3D 4C 5B 6A 7D`

## Questions

1. Which information belongs in a support ticket?

A. Only the technician's favorite tool  
B. User, device, issue, severity, steps, and resolution  
C. Only the desktop background  
D. Only the weather  

2. What does an asset tag help identify?

A. The user's password  
B. The monitor color temperature  
C. The managed device in inventory records  
D. The browser homepage  

3. What is an SLA?

A. A service level agreement defining expected support terms  
B. A screen layout assistant  
C. A backup cable  
D. A command prompt shortcut  

4. What is a knowledge base article used for?

A. Storing private passwords  
B. Replacing all tickets  
C. Disabling escalation  
D. Reusing documented solutions to known issues  

5. What is an SOP?

A. A wireless antenna type  
B. A repeatable standard operating procedure  
C. A disk partition format  
D. A certificate warning  

6. Which ticket field helps the help desk prioritize which issues to address first?

A. Font style  
B. Monitor size  
C. Background color  
D. Severity or priority level  

7. A problem keeps recurring. Which documentation action provides the best long-term value?

A. Closing tickets without notes  
B. Documenting the root cause and resolution in a knowledge base article  
C. Avoiding follow-up  
D. Deleting related tickets  

8. A technician escalates a ticket to Tier 2. What should the ticket contain?

A. Only the device serial number  
B. All prior troubleshooting steps and findings  
C. Just the user's name  
D. A random note  

9. What does a network diagram document?

A. User email addresses  
B. Password policies  
C. The layout of devices and connections on the network  
D. Browser history  

10. A device fails under warranty. Which process handles returning it to the vendor for replacement?

A. RMA (Return Merchandise Authorization)  
B. EULA  
C. Chain of custody  
D. SOP  

11. Why should tickets be updated in real time as troubleshooting progresses?

A. To increase download speed  
B. To provide accurate history if the ticket is escalated or reopened  
C. To disable the SLA  
D. To block knowledge base access  

12. Which term describes the formal process of reporting and tracking a major service disruption?

A. Change request  
B. Incident management  
C. Asset tagging  
D. Backup rotation  

13. A technician notices an unrelated problem while fixing another issue. What should they do?

A. Fix both immediately without documentation  
B. Ignore the unrelated problem  
C. Document it and open a separate ticket per policy  
D. Delete the original ticket  

14. Which document describes what IT will deliver, by when, and at what quality level?

A. EULA  
B. SLA  
C. MSDS  
D. Asset tag  

15. Which type of documentation maps a specific device to its owner, location, and purchase date?

A. Knowledge base article  
B. SOP  
C. Inventory or asset record  
D. Acceptable use policy  

## Answer Key For Instructor

1. B
2. C
3. A
4. D
5. B
6. D
7. B
8. B
9. C
10. A
11. B
12. B
13. C
14. B
15. C