–What is the recommended approach for troubleshooting customer issues?– –Process of elimination– –Evaluate, Assess, Troubleshoot– –Evaluate, Isolate, Resolve– –Assume customer’s situation based on their feedback–
–What is the name of the built-in feature in Chrome OS that customers should utilize first for assistance?– –Chromebook Central– –Support.google.com– –Chromebook Assistance– –Get Help app–
–What is the first step you always start with when basic troubleshooting?– –Log in to Guest Mode– –Check the basics– –Restart the Chromebook– –Hard reset–
–”My Wi-Fi keeps dropping.”: What question is most appropriate to ask?– –“When did you start seeing this message?”– –“Does your router work and have you tried to reset it by turning it off and back on?”– –“Is your printer connected via USB or the network?”– –“Do you have permission to sign-in?”–
–“My touchpad isn’t working correctly”: Which question is most appropriate to ask?– –“Is the power/charging light on while the device is plugged in?”– –“Is there any dust/damage to the screen?”– –“Does this happen with specific keys?”– –“Does this issue occur when signing in with any Google Account?”–
–“My OS is missing or damaged.” Which question is most appropriate to ask?– –“Is your printer connected via USB or a Wi-Fi network?”– –“Do you have permission to sign-in?”– –“When did you start seeing this message?”– –“What is the signal strength of your connection?”–
–“My Chromebook is not connecting to my printer.”: Which question is most appropriate to ask?– –“What is the signal strength of your connection?”– –“Is your printer connected via USB or a Wi-Fi network?”– –“When did you start seeing this message?”– –“Do you have permission to sign-in?”–
–”I’m having trouble signing in”: Which question is most appropriate to ask?– –“What is the signal strength of your connection?”– –“When did you start seeing this message?”– –“Is your printer connected via USB or the network?”– –“Do you have permission to sign-in?”–
–“I have issues with my display/touchscreen” is not related to hardware.– –False– –True–
–Apps can be accessed from:– –The status tray– –The app shelf– –The Launcher–