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Soporte Técnico: Verdadero o Falso

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Soporte Técnico: Verdadero o Falso

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About this activity

Verdadero o falso: conceptos de soporte.

Created by

Luis Torres Mora
Luis Torres Mora
Ecuador

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Soporte Técnico: Verdadero o Falso
 

Soporte Técnico: Verdadero o FalsoOnline version

Verdadero o falso: conceptos de soporte.

by Luis Torres Mora
1

El personal de soporte registra cada incidencia en un sistema de tickets.

2

El SLA se aplica solo durante el horario laboral y no afecta fuera de él.

3

La primera interacción debe confirmar el problema y el alcance antes de proponer una solución.

4

Un ticket cerrado no puede reabrirse; se debe crear uno nuevo.

5

La priorización de incidencias se determina únicamente por la hora de reporte.

6

Al cerrar un ticket, se documenta la solución y los pasos realizados.

7

Se utiliza la escala de prioridad para clasificar las incidencias.

8

El acceso remoto seguro se realiza mediante herramientas cifradas y autenticación.

9

El consentimiento del usuario no es necesario para iniciar una sesión de soporte remoto si el equipo está en la misma organización.

10

No es necesario documentar la solución si el usuario ya está satisfecho.

 
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