6.4 Assisting with the Support of Deployed Solutions PROFESSIONAL-CLOUD-ARCHITECT Practice Questions (Page 5)

Questions 21–25

1. 21application · medium

   A support engineer is handling a ticket for a user who cannot access a cloud resource. The engineer has identified the issue as a misconfigured IAM policy and has fixed it. What should the engineer do before closing the ticket?

   • AClose the ticket immediately to keep the queue short.
   • BEscalate the ticket to a senior engineer for review.
   • CSend a survey to the user asking about their experience with the support process.
   • DVerify with the user that the issue is resolved and document the resolution in the ticket.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A support team frequently receives tickets about a specific configuration issue. They have identified the root cause and a workaround. What is the best way to reduce the number of tickets and improve customer satisfaction?

   • ACreate a self-service troubleshooting guide and publish it in the customer-facing documentation.
   • BAdd a note to the internal knowledge base for support engineers to reference.
   • CSend a mass email to all customers explaining the issue and workaround.
   • DWait for the next software release to fix the issue.
   Reveal Solution Discussion Select an answer first
4. 23foundation · easy

   When communicating with stakeholders during an incident, what is the most important information to include in an initial status update?

   • AThe full technical details of the root cause analysis
   • BThe exact timeline for when the issue will be resolved
   • CThe names of the engineers working on the issue
   • DA summary of the issue, its impact, and the expected next update time
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5. 24application · medium

   A company deploys a new version of their application to production using a rolling update on Google Kubernetes Engine (GKE). Shortly after the update, monitoring shows a significant increase in error rates. The team needs to restore service quickly while preserving the ability to investigate the failure. What should they do?

   • ADelete the current deployment and recreate it from the same image.
   • BRoll back the deployment to the previous version using kubectl rollout undo.
   • CApply a hotfix directly to the running containers using kubectl exec.
   • DScale down the deployment to zero and then scale it back up.
   Reveal Solution Discussion Select an answer first
6. 25foundation · easy

   In the incident management process, what is the purpose of the 'escalation' step?

   • ATo formally close the incident after it has been resolved
   • BTo assign a priority based on the incident's business impact
   • CTo involve a higher level of support or expertise when an incident cannot be resolved at the current level
   • DTo record the initial details of the incident in the ticketing system
   Reveal Solution Discussion Select an answer first