Introduction to Troubleshooting.

Which is the tool that helps us to impersonate any user's account?

• ACC

• User manager / Back Office

• Batoffice

• ASK

When using deductive reasoning to troubleshoot an issue, you should…?

• Find out what the bug is and escalate the issue to the Product Support Team (PST)

• Search the Help Center for what the user described and assist them through the steps.

• Ask the user to duplicate their site and delete the original one.

• Check different components to find the source of the issue and create a plan once located.

The standard troubleshooting flow has three stages. What are they?

• Gathering all information, recreating the issue, determining if the issue is a bug

• Discovering the bug, alerting the PST, escalating the issue

• Troublehsooting the issue, fixing the issue, informing the user

• Duplicating the site, testing the issue, resolving the issue.

When gathering information from a user, what should you do to troubleshoot effectively?

• Constantly refer to the Help Center and CSI so that you're able to reference the user's issue.

• Try to keep the user calm, so you don't have to deal with a stressful situation.

• Get an idea of what the user is talking about and try to recreate the issue without bothering them too much.

• Identify the user's pain points, ensure that you know exactly which issue the user is referring to and gather the specifics

What should you do when clarifying an issue with a user?

• Alert the user to the possibility that what they're experiencing is a major bug.

• Inform the user of what you've checked so far, then request screenshots and ask additional questions.

• Ask the user to explain in more technical language so you can better troubleshoot.

• Inform the user that their issue will be escalated to the PST to get it resolved.

What are great advices to check for an error when I can't recreate? Select all that apply.

• Ask for a screenshot.

• Ask for video.

• Perform a Screenconnect.

• Make the changes for the user.

What’s the goal of recreating an issue?

• Knowing which Help Center terms to search so you can educate the user.

• Getting the information needed by the PST so you can escalata the issue.

• Ensuring that the user has saved their site after the issue first occurred.

• Seeing the issue as the user has experienced ir so you can determine the cause

If a user states that they’re experiencing issues with how their live site is displaying, what would you check to assist them?

• Their dashboard, the viewer for rendering issues and Help Center articles.

• The iWix extension, their page structure and the Known Issues page to see if it's listed there.

• The browser version, if the issue exists in the Editor and if you can recreate on your own browser.

• Their dashboard, their User Manager to see if there was suspicious activity and their installed aps that could cause the issue.

Why do Bugs Happen? Mark all that apply.

• Experiments (AB Tests, feature toggle)

• System Issues ( Server Changes)

• 3rd Party issues (ISP, Paypal, Google)

• Because of the weather. (Bug Season)

• User's computer has issues. (Cache and Cookies, Internet connection)

If a user states that they’re experiencing issues with accessing their live site, what would you check first to assist them?

• If they typed the site address into their browser

• If anybody else accessed their site to make changes

• Which network they're accessing the site from

• If they've taken their site offline