
Chapter 4.3
Authored by aziana aziz
Computers
9th - 12th Grade

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20 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Describe Service Level Agreement (SLA) in IT professional and ethics.
A written document on manual handling.
A contract between a manufacturer and a service provider.
A contract between service provider and a customer on the scope of service provided.
A verbal document between a service provider and a customer on sales and purchase of the devices
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Choose the CORRECT situation for using netiquette.
A legally recognized subject or national state or commonwealth states.
Good online behavior when using the internet.
Guidance for netizen to practice good online behavior to maintain a welcoming and respectful community.
A way in which a thing is done or happened.
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Show the CORRECT action to transfer a customer phone call from a level one technician to a level two technician.
Stay positive by focusing on what can be done to help.
Inform the customer, to whom the call will be transferred and why.
Set and find a reasonable timeline for a call or appointment and communicate it to the customer.
Transfer customer phone call without informing the customer.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Choose the CORRECT attitude while working with customer.
Make customer wait online without being notified.
Interrupt customer when necessary.
Let the customer finish talking before giving the respond.
Always show our expertise to the customer.
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Based on statement below, interpret the rules in the beginning of the conversation between customer and technician.
" Call your customer by name"
Relate
Believe
Know
understand
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Choose the CORRECT action that a technician should take to ensure the information is not being accessed by an unauthorized user
Document all information in a log file.
Keep all confidential information and follow security rules.
Send this information to the technician manager.
Backup the information just in case customer needs it someday
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Choose the CORRECT reason why IT Technician should have excellent communication skills and professionalism.
This will help in enhancing their credibility with customer
This will help them to pursue their dream.
This will help to solve their technical issues.
This will help them to get popular
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