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Assignment 2

The document outlines two units focusing on problem identification, support, system requirements, and documentation. It covers the importance of error logs, automated tools for detecting issues, centralized log storage, multi-channel support, client feedback, and effective documentation practices. Additionally, it emphasizes the need for proper client approval workflows, scheduling tools, and comprehensive user manuals to enhance the support experience.

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hezkyaswendesen01
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6 views2 pages

Assignment 2

The document outlines two units focusing on problem identification, support, system requirements, and documentation. It covers the importance of error logs, automated tools for detecting issues, centralized log storage, multi-channel support, client feedback, and effective documentation practices. Additionally, it emphasizes the need for proper client approval workflows, scheduling tools, and comprehensive user manuals to enhance the support experience.

Uploaded by

hezkyaswendesen01
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Unit One: Problem Identification and Support

1. Checking New Problems Logged by Clients


o What are error logs, and why are they essential in identifying system issues?
o How can logs help detect hacking attempts? Provide an example.
o Why are timestamps and system details valuable for post-incident analysis?
2. Checking Previous Logs for Similar Problems
o What role do automated tools like Graylog play in detecting log patterns?
o How can logs help identify issues like “Boot Manager Missing” or “Driver
Timeout Errors”?
o How would you use logs to investigate application crashes?
3. Investigating and Documenting Support Issues
o Why is centralized log storage important?
o What are some best practices to prevent unauthorized access to sensitive logs?
o How can detailed logs assist during incident response?
4. Providing Support for Clients on Investigated Results
o What are the advantages of using multi-channel support systems?
o How can self-service resources like FAQs improve client satisfaction?
o Why is it important for a support team to be well-trained in guiding clients
through technical issues?
5. Obtaining Feedback from Clients and Making Changes
o What methods can be used to gather feedback from clients?
o How can social media polls create an interactive feedback loop?
o Why are instant feedback pop-ups useful for measuring webpage effectiveness?

Unit Two: System Requirements and Documentation

1. Confirming Software, Hardware, or Network Requirements


o What are the minimum requirements for a software application to function
optimally?
o Why is it recommended to exceed minimum system requirements? Provide
examples.
o How do you ensure hardware compatibility with an operating system?
2. Investigating and Documenting Solutions
o What are the key points to document when resolving an issue?
o Why is proper documentation important for troubleshooting?
o How can tools like OneNote or JIRA improve documentation?
3. Obtaining Approval from Clients
o What are the steps in a structured approval workflow?
o How can tools like DocuSign or Trello streamline the approval process?
o Why is record-keeping important during client approvals?
4. Arranging Time with Clients and Providing Support
o How do online scheduling tools improve the client support experience?
o Why is it important to provide multiple time slots for client meetings?
o What role do automated reminders play in reducing missed appointments?
5. Providing Manuals and Help Documentation
o What key elements should be included in user documentation?
o How can troubleshooting guides reduce the need for support requests?
o Why is it beneficial to offer documentation in multiple formats (e.g., PDFs,
FAQs, videos)?

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