7.7.2.5 Lab – Gather Information from the Customer Answers Full 100% 2023 2024
This is Cisco 7.7.2.5 Lab – Gather Information from the Customer Answers Full 100% 2023 2024 for Cisco ITE v8, IT Essentials 7.02, and ITE 8.01.
Lab – Gather Information from the Customer (Answers Version)
Answers Note: Red font color or gray highlights indicate text that appears in the Answers copy only.
In this lab, you will act as a call center technician and create closed-ended and open-ended questions to ask a customer about a laptop problem.
A customer complains that the network connection on the laptop is intermittent. The customer states that they are using a wireless PC card for network connectivity. The customer believes that the laptop may be too far from the wireless access point; however, he does not know where the wireless access point is located.
As a technician, you need to be able to ask questions that will be recorded on a work order. In the table below, record closed-ended questions and open-ended questions that you would ask a customer.
|
Closed-end Questions |
Open-ended Questions |
|
How long has the network connection been malfunctioning? |
What are the problems that you are experiencing with the laptop? |
|
What is the manufacturer and model of the laptop? |
What system changes have you made on the laptop recently? |
|
Which operating system is installed on the laptop? |
What were you doing when the problem occurred? |
|
Have you installed any new drivers or updates recently? |
What new drivers or updates have you installed recently? |
|
Does your laptop have a wireless network connection? |
Explain how to reproduce the problem or error for me now. |
|
Please open your wireless network connection status window and tell me the connection information. |
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