Lab – Gather Information from the Customer

In this lab, you will act as a call center technician and create closed-ended and open-ended questions to ask
a customer about a laptop problem.
A customer complains that the network connection on the laptop is intermittent. The customer states that they
are using a wireless PC card for network connectivity. The customer believes that the laptop may be too far
from the wireless access point; however, he does not know where the wireless access point is located.
As a technician, you need to be able to ask questions that will be recorded on a work order. In the table
below, record closed-ended questions and open-ended questions that you would ask a customer.

Closed-end Questions Open-ended Questions

Blan
Is the wireless access point for the network you’re trying to
When was the last time you updated the drivers for
connect to located within close to your laptop?
your wireless PC card?

Are you able to connect to the network at all, or can you see the Wi-Fi signal strength indicator?
does it completely fail sometimes?

Blank
When the connection drops, are you able to reconnect
Can you confirm how often the network connection
immediately, or does it take some time?
drops?

Blank
Blank
Since you mentioned a wireless PC card, have you
tried troubleshooting the connection with any If possible, can you temporarily move your laptop
specific card drivers or settings? closer to your usual workspace and see if the
connection becomes more stable?

Blank
Blank
Have you made any recent changes to your laptop's
configuration, such as installing new software or Do you notice any changes in the connection when
updating drivers, before the intermittent connection other devices being used in the same area?
began?
Blank
Blank
Since you suspect distance might be an issue,
Is your wireless PC card recognized by your laptop and have you tried moving your laptop closer to your
listed in the device manager? wireless router when the connection drops? Did
that make any difference?
End of Document

 2015 - 2024 Cisco and/or its affiliates. All rights reserved. Cisco Public Page 1 of 1 www.netacad.com