Resolving a Service Call in VB.NET

Generation QR Code JIS X 0510 in VB.NET Resolving a Service Call

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Resolving a Service Call
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Always document the service call fully, including the user s name, the computer ID, the problem, the attempted solution, the result, and how long it took to resolve the call. To lower costs, create informed end users, and reduce how often you have to speak with the same end users, inform them briefly of the problem, the solution, and how to avoid the problem in the future. To reduce the likelihood that a computer will develop future problems, inform the user about how to perform routine maintenance tasks such as using Disk Defrag menter and Disk Cleanup.
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Exam Highlights
Create QR-Code In Visual Studio .NET
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Creating GTIN - 13 In Visual Basic .NET
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Before taking the exam, review the key topics and terms that are presented in this chapter. You need to know this information.
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Always find out the manufacturer and model of a computer first. Some manufac turers change default Windows settings, include modified help files, and install custom diagnostics software. Always try one possible solution at a time. If the solution does not work, undo the solution before moving on to the next. This takes extra time but helps ensure the stability of the user s system and gives you a better idea of what worked and what did not.
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Key Terms
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basic input/output system (BIOS) A computer s BIOS program determines in what order the computer searches for system files on boot up, manages communication between the operating system and the attached devices on boot up, and is an inte gral part of the computer. device driver Software that is used to allow a computer and a piece of hardware to communicate. Device drivers that are incompatible, corrupt, outdated, or of the wrong version for the hardware can cause errors that are difficult to diagnose. Internet cache files A temporary copy of the text and graphics for all the Web pages that a user has visited. These temporary files are stored in random access memory (RAM) and on your hard disk and can be accessed more quickly than retrieving the files fresh from the Internet every time you visit the page. Internet cache files make browsing the Internet faster because pages you visit often can be loaded more quickly than they can if no cache files exist.
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Questions and Answers
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Questions and Answers
Lesson 1 Review
Page 2-5
1. Questions asked of clients often trigger quick solutions to basic problems. Match the question on the right to the solution it triggered on the left.
1. Who is affected by this problem A. The user states that he recently deleted all tempo rary files and cookies from his computer, explaining why he is no longer able to automatically sign in to websites he visits. B. John cannot send or receive messages using Microsoft Outlook. It is determined that the problem is related only to his configuration of Outlook because other users who log on to the same computer under a different account can use Outlook to send and receive e-mail without any problem. C. The keyboard keys are sticky because coffee was spilled on the keyboard.
2. When was the first time you noticed the problem Was it after a new installation of software or hardware
3. Has the user recently deleted any files or performed any maintenance
4. How did this problem occur D. The user states that the first time the computer acted strangely was after he installed a new screen saver.
Answer 1-B is correct. Because only one person is affected by this problem, the who question produces a solution to the problem. John s configuration of Outlook must need attention. Answer 2-D is correct because asking when produces the information needed to solve the problem. The problem occurred after the user installed a screen saver. Answer 3-A is correct because asking what has been deleted recently produces the cause of the problem. The user recently deleted cookies and temporary files. Answer 4-C is correct because the question how produces the simple answer to why the keys are sticky.
2. You work for an ISP and receive a call from a client stating that he has not been able to retrieve his e-mail all morning. You check the network servers, and everything is working on your end. Which of the following questions could you ask the user that would most likely yield results in this situation (Pick three.) A. When was the last time you installed new hardware B. How long have you been a subscriber with us C. Have you recently installed or switched over to a new e-mail client D. Have you opened any suspicious attachments E. When did you last clean up the computer with Disk Cleanup
Answers B, C, and D are correct. Answer B is correct because a new subscriber will likely have problems with the configuration of the new e-mail account or will have made typographical errors. Answer C is correct because switching to a new e-mail client can cause compatibility
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