Course 1 Week 6 - Troubleshooting Best Practices, Customer Service, Documentation

Question 1

What is troubleshooting?

Answer 1

ability to diagnose and resolve a problem

Question 2

10 Questions to Ask the User:

Answer 2

1. What does the user remember?
2. What information is stored in the system that we can use? Logs (dates, events, errors)
3. When did it start?
4. What have you tried?
5. What have you changed?
6. Does it turn on?
7. Has there been damage to it that you know of?
8. Have you downloaded anything else since downloading this?
9. When’s the last time you rebooted?
10. Was there a recent update to this app/software/computer?

Question 3

What are bugs?

Answer 3

Issues with the system that weren’t caused by an external source

Question 4

What are tickets?

Answer 4

A common way of documenting an issue

Question 5

What do Bugzilla, JIRA, and Redmine do?

Answer 5

All-in-one to keep track of user issues, communicates with users, provides updates

Question 6

Steps to document an issue? 3

Answer 6

1. What’s the issue
2. What steps were taken to resolve it?
3. What was the solution arrived at?

Question 7

What are 2 benefits of using documentation?

Answer 7

1. keeps user in the loop
2. helps you audit your steps in case you need to go back to what you did/already tried

Question 8

How do you create a documentation trail?

Answer 8

writing down procedures and policies

Question 9

How do you create a documentation trail?

Answer 9

writing down procedures and policies

document, web page, online file storage, etc

needs to be made accessible to everyone in company

Question 10

What should you do for monthly recurring tasks?

Answer 10

write down all the steps and refer back to them when it’s needed

Question 10

How do you create a documentation trail?

Answer 10

writing down procedures and policies

document, web page, online file storage, etc

needs to be made accessible to everyone in company

Question 11

How do you create a documentation trail?

Answer 11

writing down procedures and policies

document, web page, online file storage, etc

needs to be made accessible to everyone in company

Question 11

What should you do for monthly recurring tasks?

Answer 11

write down all the steps and refer back to them when it’s needed

Question 11

What are the 6 general steps to good troubleshooting practices and stuff to avoid?

Answer 11

1. Ask questions
2. Isolate the problem
3. Follow the cookie crumbs
4. Start with the quickest step first
5. Don’t go into autopilot
6. Not finding the root cause (distracted by small problems)

Question 12

What are the 3 basic steps you should follow when troubleshooting a problem?

Answer 12

1. Ask questions
2. Isolate problem
3. Identify root cause of the problem

Question 13

Great customer service requires_____? 4 things

Answer 13

1. Empathy
2. Mindful of tone
3. Acknowledging person/user
4. Developing trust with user

Question 14

What do you do after finding the cause of a user’s problem? 3 things

Answer 14

1. Notify the user you found the root cause
2. how long it will take to solve
3. you’ll let them know when the issue is resolved