Module 5: Tools, Documentation & Cloud.

1. Multiple Choice:
Which of the following is a common ticketing system used in technical support?
A) Microsoft Word
B) Jira
C) Photoshop
D) Excel

2. True or False:
SLAs (Service Level Agreements) define the expected response and resolution times for support tickets.

3. Multiple Choice:
What is the correct ticket lifecycle order?
A) Closed → Resolved → In Progress → Assigned → New
B) New → Assigned → In Progress → Resolved → Closed
C) New → In Progress → Closed → Assigned → Resolved
D) Assigned → New → Resolved → In Progress → Closed

4. Scenario-Based:
A high-priority ticket is assigned to you, but you cannot resolve it immediately. What is the proper action?
A) Ignore it until you figure it out
B) Update the ticket with notes and escalate if needed
C) Close the ticket without resolving
D) Delete the ticket

5. Multiple Choice:
Which of the following is essential for clear technical documentation?
A) Step-by-step instructions with screenshots
B) Long paragraphs without headings
C) Technical jargon without explanation
D) Personal opinions

6. True or False:
Knowledge articles should be searchable, concise, and easy to follow.

7. Scenario-Based:
You are documenting a common printer issue. Which elements should you include?
A) Step-by-step instructions, screenshots, expected outcome
B) Only the solution without steps
C) Only screenshots without instructions
D) A link to another website

8. Multiple Choice:**
What is the main purpose of SOPs (Standard Operating Procedures)?
A) To provide detailed procedures for routine tasks
B) To replace ticketing systems
C) To encrypt user data
D) To train users on software only

9. True or False:**
Remote desktop tools allow support staff to access user machines without being physically present.

10.Scenario-Based:
A remote user cannot access their OneDrive files. What steps should a technician take?
A) Guide the user step-by-step to check login, permissions, and sync status
B) Ignore the issue
C) Reinstall Windows on the user’s machine remotely
D) Delete the user’s account

11.Multiple Choice:**
Which is a common remote desktop tool?
A) Quick Assist
B) Safari
C) Zoom
D) Finder

12. Multiple Choice:
Which macOS feature allows you to quickly search for files, apps, and settings?
A) Finder
B) Spotlight
C) Terminal
D) Dock

13.True or False:**
In Linux, the root of the file system is represented by `/`, and user files are usually in `/home`.

14.Scenario-Based:
You are teaching a new Linux user to create a directory called “Projects.” Which command should they use?
A) cd Projects
B) mkdir Projects
C) ls Projects
D) rm Projects

15.Multiple Choice:
Which Linux command lists all files in the current directory?
A) pwd
B) ls
C) cp
D) cd

19. Scenario-Based:
A support technician wants to create a knowledge article for resolving Wi-Fi issues. Which is the best approach?
A) Include step-by-step instructions, screenshots, expected outcomes, and troubleshooting tips
B) Write a brief sentence and publish immediately
C) Copy instructions from an unrelated website
D) Only describe the cause of the issue

17.Scenario-Based:
A macOS user wants to change system settings. Which interface should they use?
A) Finder
B) System Preferences
C) Terminal
D) Dock

20. Multiple Choice:
Which is a key benefit of supporting cloud services?
A) Accessibility from anywhere and centralized updates
B) Slower performance compared to offline applications
C) Requires physical access to all devices
D) Replaces technical support staff entirely