Ken Patmonk
0c3868ea71
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>
132 lines
3.8 KiB
Markdown
132 lines
3.8 KiB
Markdown
# OPS-7 Quiz: Professionalism
|
|
|
|
Take this after studying `notes/OPS-7-professionalism.md`.
|
|
|
|
Reply with answers like:
|
|
`1B 2A 3D 4C 5B`
|
|
|
|
## Questions
|
|
|
|
1. What is the best first response to an unclear user issue?
|
|
|
|
A. Ask open-ended questions
|
|
B. Blame the user
|
|
C. Close the ticket
|
|
D. Delete the profile
|
|
|
|
2. Why restate the user's issue?
|
|
|
|
A. To avoid documenting it
|
|
B. To confirm understanding
|
|
C. To prove the user is wrong
|
|
D. To skip troubleshooting
|
|
|
|
3. A repair will take longer than expected. What should you do?
|
|
|
|
A. Say nothing
|
|
B. Hide the delay
|
|
C. Communicate status and reset expectations
|
|
D. Delete the ticket
|
|
|
|
4. A user requests access to another user's files. What matters most?
|
|
|
|
A. File size
|
|
B. Screen brightness
|
|
C. Wallpaper policy
|
|
D. Authorization and confidentiality
|
|
|
|
5. Which behavior should be avoided?
|
|
|
|
A. Active listening
|
|
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
|
|
2. B
|
|
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
|
|
|