What is one way Artificial Intelligence (AI) tools enhance support teams in ticketing systems? By fully replacing human technicians in all tasks By automating routine tasks, allowing technicians to focus…
Which statement describes the role of active listening in understanding a user’s problem? Allow the user to fully explain their issue without interruption, using affirmations like “I understand” or “Yes”…
Which type of information is most important to collect when troubleshooting a laptop that cannot connect to Wi-Fi? the brand and model of the laptop the customer’s preference for wired…
What should be the first step for the support technician to take when troubleshooting email issues after an update? Reinstall the email application and restart the device. Ensure the email…
Which technique is essential when handling customer calls professionally? Place customers on hold without informing them. Interrupt the customer who is expressing a concern if you need to transfer them.…