​Unit - 17

​

​

​Identify and Resolve Software Related Problems

​

​

​

​

​

​Learning Objectives:

​By the end of this week students will be able to:

​

​1. Understand basic ettiquittes of asking questions.

​

​2. Identify and differentiate between closed ended and open ended questions.

​

3. Ask smart questions and learn how to document them.

​

​Troubleshooting

Asking the right questions, testing the right hardware, and examining the right data helps you understand the problem and form a proposed solution to try.

​

​

​Troubleshooting is a skill refined over time, it's basically a trial and error method to solve a problem.

​

​Asking the right questions, testing the right methodologies, and examining the right data helps you understand the problem and form a proposed solution to try.

​

​Basic Steps of Troubleshooting

• ​Identify the problem

• ​Establish a theory of probable cause.

• ​Test the theory to determine the cause

• ​Establish a plan of action to resolve the problem and implement the solution.

• ​Verify full system functionality.

• ​Document findings, actions and outcomes.

​Conversational Etiquettes

When you are talking to the customer, follow these guidelines:

​

• Ask direct questions to gather information.

​

• Do not use industry jargon.

​

• Do not talk down to the customer.

​

• Do not insult the customer.

• Do not accuse the customer of causing the problem.

​Open Ended and Closed Ended Questions

Open-ended questions allow customers to explain the details of the problem in their own words. Use open-ended questions to obtain general information.

Based on the information from the customer, you can proceed with closed-ended questions. Closed-ended questions generally require a yes or no answer. These questions are intended to get the most relevant information in the shortest time possible.​