1.2. Prepare Documentation to Summarize a Customer Interaction. 100-140 Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   Which practice best supports making documentation easily searchable for future use?

   • AWriting each ticket in a unique style to reflect the technician's personality
   • BStoring all documentation in a single text file without any structure
   • CIncluding as many technical acronyms as possible to save space
   • DUsing consistent terminology and standard headings across tickets
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2. 7application · medium

   A technician has been troubleshooting a user's Wi-Fi issue and has tried several steps. The issue is not yet resolved. Which documentation of the results and outcomes is most appropriate at this point?

   • ADocument each step and its result, and clearly state that the issue is still unresolved and what remains to be tried.
   • BWrite 'Still working on it' in the ticket and close it.
   • CRecord only the steps that produced errors, ignoring the successful ones.
   • DWait until the issue is resolved before documenting anything.
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4. 8application · medium

   A user reports that their 'computer is slow.' After investigation, you find that the hard drive is 95% full and the system is low on memory. You delete temporary files and close background applications, which improves performance. Which problem description is most appropriate for the ticket?

   • AUser says computer is slow. I cleaned it up.
   • BComputer is slow and needs an upgrade.
   • CHard drive is full and memory is low.
   • DSystem slow due to 95% full hard drive and low memory; freed space and closed background apps, performance improved.
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5. 9application · medium

   A user calls the help desk and says, 'My computer is slow.' The technician needs to write a clear and concise problem description. Which description is the most appropriate?

   • A'Computer is slow, please fix.'
   • B'The machine is laggy and probably needs a new processor.'
   • C'User is frustrated with performance.'
   • D'User reports system slowness when opening large Excel files; issue started after a recent update.'
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6. 10expert · medium

   A support team is creating a new ticketing system. They want to ensure that future technicians can quickly find past issues by symptom and resolution. Which documentation structure best supports this?

   • AAllow technicians to write free-form notes in a single large text box.
   • BUse a separate document for each ticket with no naming convention.
   • CRequire a standard 'Symptom' field, a 'Steps Taken' field, and a 'Resolution' field, all using predefined dropdown values where possible.
   • DStore all tickets in a shared spreadsheet with no standard columns.
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