IT Communication and Documentation 2 — Questions and Answers
Question 1: A technician is closing a help desk ticket. Which information is MOST important to record before closing it?
- The technician's personal opinion of the user
- The time the user first called the vendor
- The resolution steps taken and how the fix was verified (Correct answer)
- The make and model of the technician's laptop
Correct answer: The resolution steps taken and how the fix was verified
Recording the resolution and verification lets others reproduce the fix and confirms the issue was actually resolved.
Question 2: Which document defines guaranteed response and resolution times between an IT provider and a customer?
- Service level agreement (SLA) (Correct answer)
- Non-disclosure agreement (NDA)
- Acceptable use policy (AUP)
- Memorandum of understanding (MOU)
Correct answer: Service level agreement (SLA)
An SLA specifies measurable service commitments such as uptime, response time, and resolution time.
Question 3: A technician finds a reliable workaround for a recurring printer driver error. Where should this be documented so other technicians can reuse it?
- In a personal notes file on the technician's desktop
- In the organization's knowledge base (Correct answer)
- In the end user's email inbox
- On a sticky note attached to the printer
Correct answer: In the organization's knowledge base
A knowledge base article centralizes solutions so any technician can search for and apply them.
Question 4: What is the PRIMARY purpose of placing an asset tag on a company laptop?
- To improve the laptop's Wi-Fi signal
- To unlock the device's warranty automatically
- To identify the user's department password
- To uniquely identify and track the device in the asset inventory (Correct answer)
Correct answer: To uniquely identify and track the device in the asset inventory
Asset tags link physical hardware to inventory records such as owner, location, and purchase details.
Question 5: An employee trips over a loose cable in the server room and is injured. What documentation should be completed?
- An incident report (Correct answer)
- A change request
- A purchase order
- A network topology diagram
Correct answer: An incident report
Incident reports document unusual events such as injuries, safety hazards, or security breaches for follow-up and liability purposes.
Question 6: A user reports that the entire accounting department cannot access email during month-end close. How should this ticket's priority generally be set?
- Low, because email is not a hardware issue
- Low, because only one user called
- Medium, because it can wait until the next business day
- High or critical, because it affects many users and business operations (Correct answer)
Correct answer: High or critical, because it affects many users and business operations
Priority is driven by impact and urgency, and a department-wide outage during a critical period is high impact.
Question 7: Which documentation would BEST help a new technician understand how switches, routers, and firewalls are connected in an office?
- An acceptable use policy
- A software license agreement
- A network topology diagram (Correct answer)
- An employee onboarding checklist
Correct answer: A network topology diagram
Network topology diagrams visually show how network devices are interconnected.
