Lesson 1 in VB.NET

Maker QR Code in VB.NET Lesson 1

Lesson 1
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Knowing What to Ask
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When
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When did this problem occur the first time, and has it occurred since When was the last time you downloaded or installed an application When was the last time you installed new hardware When did you last clean up the computer with Disk Cleanup or Disk Defrag menter, delete temporary files or cookies, or perform similar deletions of data When was the last time you uninstalled any applications
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The answers to the When questions tell you how long the user has experienced this problem, if the problem occurred after the user installed new hardware or a new application, and if the user routinely maintains the computer. If the problem occurred after installing or uninstalling hardware or software, you have a good lead. Asking specific questions about maintenance can also be helpful in determining whether the user has recently cleaned out program or system folders or deleted any necessary files.
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Note
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What
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What are your thoughts as to what caused the problem What have you tried to troubleshoot the problem yourself What do you think can be done to solve the problem
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Note The answers to the What questions tell you what the user believes happened and give you an opportunity to involve the user in the solution. Asking the user what he or she thinks can be done to solve the problem could also yield a very simple solution. If the user recently reconfigured settings for a program or uninstalled a necessary file or program, you know where to begin. If the user has tried to troubleshoot the problem already, you will need to know what changes he or she has made. Finally, if the user thinks reconfiguring the e-mail account will solve the problem, it s likely because he or she was doing something to it earlier but does not want to admit it.
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Why and How
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Why do you think the problem occurred How do you think the problem occurred
2
Resolving a Service Call
Note The answers to the Why and How questions can often summon a solution quickly. If the user says, The problem occurred because I spilled coffee on the keyboard or The problem occurred because I opened an attachment in an e-mail, you know exactly where to start. Keep in mind, though, that these answers will not always be useful and might sometimes even be deceitful. A user might have opened an attachment, for example, but might deny having done so. Remember, you are the expert.
As you work through these questions with an end user, document the answers carefully, listen to everything the user has to say, be polite and professional, and make notes of possible solutions as you think of them. If necessary, leave the situation for a few minutes to digest the information, and check company documentation, online help and support, or other resources for answers.
Real World
Your Changing Role
When you begin working at a telephone call center, company, home business, or Internet service provider (ISP) as a tier-1 DST, you should expect to ask your end users specific questions that are already written out for you in the form of a script. However, as you move up the ladder and work through the natural progression of gaining expertise and experience, you will move from following a script to building your own repertoire of queries. As you internalize your knowledge, you will start to learn and understand how to resolve problems on your own. Keeping in mind that you will probably start your first tier-1 position reading questions already written for you, in this chapter you will learn what types of questions to ask when you are required to work through the resolution process on your own.
Reproducing the Problem
If you or the end user can reproduce the problem, you will have quite a bit of addi tional information to work with. Problems that cannot be reproduced, such as appli cations that shut down for no apparent reason, are much more difficult to diagnose than those that can, such as being unable to send or receive e-mail. If the end user can reproduce the problem, make a note of which applications were open and which components were being used, and troubleshoot those applications and their configurations.
Caution Don t try to reproduce any problem that has previously caused loss of data or is a known network problem, such as a virus or worm. Doing so can cause additional problems and further damage.
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