Chromebook Support Assessment Answers 2020

Before you get to the answers below here are some facts about the exam.

Exam Name – Chromebook Support Assessment.

Time Limit and Format – No time limit and the format is Multiple Choice with some Match Type Questions.

Total Questions and Passing Score – 20 Questions and the Passing score is 80%

Exam URLhttps://googlepartnertraining.fathomed.com/plans/5d784156334bfa2efbc34904

Q.1 – Match the tools to the reports they display

The correct Match order is:

Files app – Check app storage

Task Manager – Check current usage

Storage management – Check overall device storage

Status tray – Check connectivity

Q.2 – What is the recommended approach for troubleshooting customer issues?

(A) Process of elimination

(B) Evaluate, Assess, Troubleshoot

(C) Evaluate, Isolate, Resolve

(D) Assume customer’s situation based on their feedback

Q.3 – What is the name of the built-in feature in Chrome OS that customers should utilize first for assistance?

(A) Chromebook Central

(B) Support.google.com

(C) Chromebook Assistance

(D) Get Help app

Q.4 – “I have issues with my display/touchscreen” is not related to hardware.

(A) False

(B) True

Q.5 – Apps can be accessed from: (select all that apply)

(A) The status tray

(B) The app shelf

(C) The Launcher

Q.6 – Organize the steps you’d execute from first to last to troubleshoot connectivity issues.

The correct Match order is:

Check the Connectivity Diagnostic Tool – Step 4

Check Wi-Fi is turned on – Step 1

Check for network connectivity – Step 2

Check signal strength – Step 3

Q.7 – ”I have issues with my display/touchscreen”: Which question is most appropriate to ask?

(A) “Does this happen with specific keys?”

(B) “Is the power/charging light on while the device is plugged in?”

(C) “Is there any dust on the screen or damage to the screen?”

(D) “Does this issue persist across all Google Accounts?”

Q.8 – ”My Wi-Fi keeps dropping.”: What question is most appropriate to ask?

(A) “When did you start seeing this message?”

(B) “Does your router work and have you tried to reset it by turning it off and back on?”

(C) “Is your printer connected via USB or the network?”

(D) “Do you have permission to sign-in?”

Q.9 – Organize the steps you’d execute from first to last to troubleshoot keyboard issues.

The correct order of steps is:

Restart Chromebook – Step 1

Browse as a Guest – Step 2

Perform a hard reset – Step 3

Q.10 – “My touchpad isn’t working correctly”: Which question is most appropriate to ask?

(A) “Is the power/charging light on while the device is plugged in?”

(B) “Is there any dust/damage to the screen?”

(C) “Does this happen with specific keys?”

(D) “Does this issue occur when signing in with any Google Account?”

Q.11 – Which issue is not hardware-related?

(A) “My keyboard is not working”

(B) “I can’t sign-in”

(C) “I have issues with my display/touchscreen”

(D) “My Chromebook doesn’t charge or turn on”

Q.12 – Organize the process used for troubleshooting customer issues in the correct order.

The correct order of steps is:

Evaluate – Step 1

Isolate – Step 2

Resolve – Step 3

Q.13 – What is the first step you always start with when basic troubleshooting?

(A) Log in to Guest Mode

(B) Check the basics

(C) Restart the Chromebook

(D) Hard reset

Q.14 – Match Google’s built-in app to its competitor’s equivalent.

The correct Match order is:

(A) Google Docs – Words and Pages

(B) Files – Finder and File Explorer

(C) Google Sheets – Excel and Numbers

(D) Google Slides – Powerpoint and Keynote

(E) Gmail – Outlook and Mail

Q.15 – Organize the steps you’d execute from first to last to troubleshoot battery issues.

The correct order of steps is:

Check for damage – Step 1

Set up RMA – Step 3

Perform a hard reset – Step 2

Q.16 – Organize the steps you’d execute from first to last to troubleshoot touch/display issues.

The correct order of steps is:

Wipe dust off – Step 1

Perform a hard reset – Step 2

Perform a factory reset – Step 3

Q.17 – “My Chromebook is not connecting to my printer.”: Which question is most appropriate to ask?

(A) “What is the signal strength of your connection?”

(B) “Is your printer connected via USB or a Wi-Fi network?”

(C) “When did you start seeing this message?”

(D) “Do you have permission to sign-in?”

Q.18 – “My OS is missing or damaged.” Which question is most appropriate to ask?

(A) “Is your printer connected via USB or a Wi-Fi network?”

(B) “Do you have permission to sign-in?”

(C) “When did you start seeing this message?”

(D) “What is the signal strength of your connection?”

Q.19 – Match the resource to the appropriate description.

Help Center – The first place you go for support. Helps customers troubleshoot their devices, get started with Chromebooks, and more.

Chromebook Simulator – Walks you through step-by-step interactive tutorials for several topics, ranging from keyboard shortcuts to updating a Chromebook.

Chromebook Youtube Channel – Videos that include tips, tricks, and more.

Get Help App – First place a customer should go that is integrated into the Chrome OS. Packed with How-to’s, troubleshooting tips, app replacements, and more.

Q.20 – ”I’m having trouble signing in”: Which question is most appropriate to ask?

(A) “What is the signal strength of your connection?”

(B) “When did you start seeing this message?”

(C) “Is your printer connected via USB or the network?”

(D) “Do you have permission to sign-in?”

About Chromebook Support Assessment

This assessment is conducted by Google via the Google partner Training from Fathomed. This assessment tests your understanding of Chromebooks and how to provide support for users calling you to fix their Chromebooks. You’ll learn the basics of Chromebook, how to troubleshoot common issues, how to resolve hardware issues, how to resolve usage issues, and key support resources.

This Assessment contains a total of 20 questions and there’s no time limit. You can edit and review questions that you’ve already answered. If you fail in your first try then you can retake the exam immediately.

Conclusion

The above post gives you all the answers to the Chromebook Support Assessment. You should also check out our answers to other Chromebook Academy answers in our Chromebook Academy Level 100 Answers page, Chromebook Academy Level 200 Answers page, Chromebook Academy Level 300 Answers page, Chromebook Academy Explore More Answers page and Chromebook Academy Answers page

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