Case1, Problem Solving
Case 1: Problem Solving: Your Turn
See how many of the problems listed below you can solve working by yourself. (Choose
only 8.) Use books, manuals, online help, the Internet, and other resources, as necessary.
Page 101, Case 4
Case Projects: Vendor Support Sites
4. Evaluate Vendor Support Websites
Dell (www.support.dell.com )
Lenovo ( www.consumersupport.lenovo.com )
When visiting the above vendor sup
1. "I can give you a workaround for this problem, then later we can diagnose the cause of the problem so
you don't encounter it again." is an example of _.
1. "Technical writing should be concise and it should be informative." is an example of a _
Page 50, Case 1
1 TCO of a $500 Computer
According www.nashnetworks.com, indirect costs can account for nearly half the TCO (Total
Cost of Ownership) of a computer.
According to Gartner Research 2006-2007 IT spending reports; for ever
Page 46, Number 6
Is it more important for a user support staff member to have the ability to solve difficult technical
problems or the ability to communicate with a difficult user?
It is important for user support staff members
Web Search Guide
PERFORMING A SEARCH
All search engines will have a search field in which you are able to enter your search terms,
criteria, keywords, or even a website.
Search terms are the keywords a search engin
Chapter 5, Discussion Questions
Page 234, No.4 Discussion Questions
4. Is freeware or shareware easier or more difficult to support or troubleshoot than
commercial software? Explain your answer.
By far commercial software is the easie
What can we use to diagnose common problems
Time Saving Tools:
2. GPO Scripting
3. Built In Trouble
4. Problem Steps
Microsoft Windows PowerShell 2.0
This program enables
Page 95, Chapter 2
2. Should a support agent ever just hang up on a caller who is rude or uses abusive
language? Describe some pros and cons to this approach and explain your position.
It is never acceptable to h
Which are more important to a successful computer troubleshooter:
good technical skills or good people skills? Why?
Good technical skills play but only a small role in being a good computer
Which of these was not a primary characteristic of computer use int he 1950's and 1960's.
as an Internet host computer
Businesses and organizations first began to use data communications and network tehcnology to
connect coputer systems in the _.