Cisco IT Customer Support Basics Course Final Exam Answers

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13 mins read
May 16, 2025

Cisco IT Customer Support Basics Course Final Exam Answers

The Cisco IT Customer Support Basics Course Final Exam Answers evaluate your understanding of key concepts related to technical support roles, including troubleshooting processes, communication skills, and customer service best practices. This exam is designed to test your knowledge of how to effectively assist users, manage support tickets, use diagnostic tools, and maintain a positive experience for customers in a professional IT environment. Mastering these fundamentals is essential for anyone pursuing a career in IT support or help desk operations.

1. What is one action a help desk technician should take when escalating a trouble ticket? *

Document the issue clearly before escalation
Escalate the ticket without any documentation
Close the ticket immediately to reduce ticket volume
Delete the ticket and ask the user to resubmit it

2. Why is queue management essential in handling support tickets? *

It helps technicians close only high-priority tickets.
It ensures that support tickets are handled efficiently and in the right order.
It limits the number of tickets that can be submitted each day and keeps tickets in the right order.
It allows customers to submit tickets without providing details.

3. Why is it important for technicians to communicate with customers throughout the ticket resolution process? *

To avoid working on tickets and focus on other tasks.
To manage customer expectations, provide updates, and ensure customers feel heard and valued.
To discourage customers from submitting future support requests.
To prioritize only low-priority tickets and postpone high-priority ones.

4. Why are Service Level Agreements (SLAs) important in help desk operations? *

SLAs focus on minimizing the number of tickets assigned to each technician.
SLAs define the maximum number of tickets a technician can handle per day.
SLAs only apply to high-priority tickets and are not used for lower-priority issues.
SLAs set clear expectations for both customers and support teams, ensuring timely responses and resolutions.

5. Match the KPI to its description. *

Resolution Time (RT) → Measures how quickly it takes to resolve a ticket from creation to resolution.
First Contact Resolution (FCR) → Measures how many issues are resolved during the first customer interaction, without follow-up or escalation.
Customer Satisfaction (CSAT) → Reflects the customer’s overall experience with the help desk process after the ticket is closed.
First Response Time (FRT) → Measures how quickly the help desk acknowledges a ticket.

6. 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 on complex issues
By handling only the most complex issues for technicians as quickly as possible
By reducing the need for any human expertise

7. Match customer service guidelines with its primary purpose. *

Follow up with customers after services are rendered. → Verifies customer satisfaction and builds long-term trust.
Set and meet expectations, adhere to agreed timelines, and communicate status. → Ensures transparency and keeps the customer informed.
Provide documentation on services provided. → Provides a clear record of the work completed for future reference.
Offer different repair or replacement options if necessary. → Gives customer choices that may better fit their needs.

8. What is the primary benefit of using the “Know, Relate, and Understand” approach in help desk support? *

It minimizes the number of follow-up questions from users.
It allows help desk agents to avoid difficult conversations with users and resolves technical issues immediately.
It ensures all technical issues are resolved immediately.
It helps build stronger connections with users, making them feel heard and valued.

9. 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” to show you are listening.
Think about your response while the user is speaking to prepare a quick solution.
Only respond to the user after they finish speaking without showing any signs of acknowledgment to avoid interrupting their thought process.
Interrupt the user to quickly ask clarifying questions and suggest solutions.

10. What is a key tip for using active listening with a customer? *

Let the customer explain their problem fully before asking clarifying questions.
Do not interject small phrases like “I see” or “Okay” to avoid interrupting the customer.
Summarize the customer’s problem only if you are sure you understand it.
Interrupt the customer as soon as you realize you have a question.

11. What is a recommended tip when helping a knowledgeable customer?

Always ask the customer to check the obvious things, like the power cord or switch.
Follow a step-by-step process even if the customer already understands all the basics.
Consider setting up a call with a level two technician if you are a level one technician.
Avoid giving the customer an overview of the approach you are trying to verify.

12. What is a recommended tip when helping an inexperienced customer?

Let the customer explain the problem, but don’t ask closed-ended questions after regaining control of the call.
Allow the customer to talk for as long as they want without any intervention.
Encourage non-problem related conversation by asking questions like “How are you today?”.
Use plain terms instead of more complex computer or networking jargon.

13. After resolving a support call with Sarah, Malik documented the following in her ticket:

Ticket Documentation

Issue: Sarah’s laptop keeps disconnecting from the Wi-Fi network every few minutes.

Troubleshooting Steps:

Confirmed that Sarah’s Wi-Fi router is functioning properly and that other devices are connecting without issues.
Guided Sarah to update her Wi-Fi adapter driver to the latest version.
Checked for any interference sources near her laptop (e.g., cordless phones, microwaves).
Adjusted her laptop’s power settings to prevent the Wi-Fi adapter from turning off to save power.
Restarted the laptop, and the Wi-Fi connection remained stable for over an hour.

Outcome: Updating the Wi-Fi adapter driver and adjusting power settings resolved the disconnection issue.

Next Steps: Advised Sarah to monitor the connection over the next few days and contact support if the issue reoccurs.

Why is it important for Malik to document each troubleshooting step taken during Sarah’s call?

It provides a record that can assist with future support and prevents redundant troubleshooting efforts.
It removes the need for other technicians to follow up with Sarah.
It ensures that Sarah will not call back with the same issue.
It allows Malik to skip standard troubleshooting steps in future calls.

14. Why is effective documentation valuable beyond solving the immediate issue?

It reduces the time technicians need to spend on each call.
It guarantees that customers will not experience similar issues again.
It eliminates the need for follow-up calls with the customer.
It creates a knowledge base that can assist both customers and technicians in the future.

15. 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 or wireless connections
a list of all devices previously used on the Wi-Fi network
details about timing, recent changes, and observed behaviors

16. While troubleshooting, which approach is the best for identifying the probable cause?

Start with the most complex causes and work toward simpler ones.
Assume the customer’s explanation is entirely accurate.
Conduct extensive internet research first.
Create a list of common causes, starting with the most obvious and simplest.

17. What is the most important principle to follow when implementing changes during troubleshooting?

Choose similar steps to implement together and focus on implementing changes quickly.
Double-check each step and make one change at a time.
Make multiple changes at once to save time.
Implement the most complex changes first to resolve the issue faster.

18. Which statement describes key features of Cisco WebEx?

It is designed exclusively for personal use.
It offers video conferencing, screen sharing, and remote desktop control.
It only supports audio calls and does not allow screen sharing.
It requires third-party software for remote desktop control.

19. Which statement describes a main benefit of using Remote Desktop for macOS?

It includes features like screen sharing, file transfer, and command execution.
It requires less security features
It is ideal for organizations using Windows devices
It primarily supports file transfers and software updates

20. Which statement describes the main features of Virtual Network Computing (VNC)?

It requires less internal security if used with Windows devices.
It offers remote control of other desktop computers but lacks platform compatibility.
It is compatible with various platforms and offers free versions.
It is easy to use therefore more popular for personal use.

21. Which source should an IT support technician prioritize when evaluating search results?

generic contents from the internet
friends in the same company
social media posts with high engagement
manufacturer websites or established technical blogs

22. Which statement describes one benefit of using knowledge bases for troubleshooting?

They provide structured repositories of official solutions and best practices.
They offer real-time communication with IT experts.
They prioritize unverified community responses over officially verified solutions.
They replace the need for internal documentation.

23. What is a major risk of downloading applications from untrusted or unknown sources?

Applications may contain malware or lack necessary updates.
Applications are often incompatible with most operating systems.
Permissions are automatically denied during installation.
Downloads are always interrupted by network instability.

24. What is a common issue that users face when using collaboration and productivity applications?

partial syncing due to incorrect email server settings
file sharing errors, such as being unable to upload or access shared files
inaccurate date and time settings on the user’s device
login failures caused by outdated credentials and incorrect email server settings

25. 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 server settings (e.g., IMAP, SMTP) are correctly configured.
Verify that the user’s device has enough storage space.
Check for all available software updates and complete the installs immediately.

26. What step should the technician take if the first solution does not resolve the issue?

Abandon the troubleshooting process and replace the device.
Repeat the same solution multiple times to ensure a consistent result.
Skip further investigation and escalate the issue immediately.
Go back to step 1, redefine the issue, and look for overlooked details.

27. What is the primary benefit of using remote access software in IT support?

It replaces the need for any in-person or on-line IT support.
It eliminates the need for documentation during troubleshooting.
It guarantees that all issues will be resolved without user input.
It allows IT professionals to troubleshoot and control a device from a different location.

28. What is the most important step to take before initiating a remote support session?

Start the remote connection immediately to save time and work more efficiently.
Define the problem and gather detailed information by asking clear, specific questions.
Focus on installing the remote access software without understanding the issue.
Make a safe assumption that the problem is similar to previous cases and apply the same solution.

29. What is a key benefit of using Microsoft Remote Desktop?

It connects to Windows PCs remotely, providing access to files, applications, and network resources.
It is paid software that requires a subscription, making it more user-friendly and reliable than other options.
It is compatible with Windows and Linux devices.
It allows remote access to any device regardless of operating system.

30. What is the first step the technician should take before putting the customer on hold?

Alert the customer to the fact that the hold may take a long time because of a very large backup for the experienced technician needed.
Alert the caller that if the call is dropped, someone will try to call them back.
Ask the caller to call back in 30 minutes.
Ask the caller’s permission and identify approximately how long the hold will last.

31. What is one major advantage of using a ticket dashboard for managing multiple support tickets? *

It prioritizes only the oldest tickets.
It eliminates the need for team meetings and prioritizes tickets in order of crucial need status.
It allows agents to automatically close tickets as soon as they have been completed.
It provides insights into key metrics like ticket status, source, and response time trends.

32. What is a helpful tip when dealing with a talkative customer? *

Avoid asking closed-ended questions once you have regained control of the call.
Encourage non-problem related conversation by asking social questions like “How are you today?”.
Politely step in to refocus the customer after allowing them to talk for about one minute.
Allow the customer to talk for as long as they want without stepping in.

33. Why is accurate documentation of troubleshooting steps important in help desk support?

It provides a record that aids in resolving current and future issues.
It allows technicians to avoid calls with the same customer.
It enables technicians to skip standard procedures during future calls.
It reduces the need for follow-up communication with customers.

34. What should be the first step for the support technician to take when troubleshooting the issue (email failure after update)?

Reinstall the email application and restart the device.
Check for all available software updates and complete the installs immediately.
Verify that the user’s device has enough storage space.
Ensure the email server settings (e.g., IMAP, SMTP) are correctly configured.

35. Which statement best summarizes the troubleshooting process outline?

Relying exclusively on preventive maintenance to avoid the need for troubleshooting.
Solving problems intuitively based on past experiences without structured steps.
Prioritizing data protection above all else, without the need for problem identification, planning, or documentation of observed issues.
Following a systematic eight-step approach, including defining the problem, gathering information, and documenting the resolution.

36. Why is remote access software considered an essential tool for modern IT support?

It guarantees that all technical issues can be resolved instantly without user involvement.
It replaces all other forms of IT support, including in-person assistance.
It enables IT professionals to assist users from any location while ensuring security, efficiency, and clear communication.
It eliminates the need for troubleshooting and documentation processes, and IT expertise.

37. Match the help desk tasks that can be performed by AI with the description. *

Email Response Generation ==> Create draft replies for common ticket issues for technicians to review
Ticket Categorization and Prioritization ==> Assigning priority based on keywords, historical data and urgency
Diagnostic and Predictive Analysis ==> Suggest potential solutions based on historical data
Automated Responses ==> Provide instant solutions for common and easily resolved issues