Set 12 – Exploring Solution-Driven Behaviors

Study flashcards covering IBM SkillsBuild's Exploring Solution-Driven Behaviors module. Includes information research, AI prompts, resource libraries, memory techniques, root cause analysis, seven-step troubleshooting, customer awareness, conflict management, and Help Desk interview preparation.

Term,Definition

What is the key idea of information foraging?,Use information scents (keywords and links); weigh search effort against value.

What is the key idea of berry-picking?,Adjust search terms and sources as new information emerges; avoid premature conclusions.

What is the key idea of generative ai?,"Useful for summaries, evolving queries and current data when search-connected; verify outputs."

What is the key idea of resource quality?,"Consider publisher and purpose; avoid superlatives, first-result bias, and confirmation bias."

What is the key idea of background knowledge?,"Use industry terms, past customer experience, and customer-friendly language."

What is the key idea of resource library?,"Select a useful format, keep some resources digital, curate, annotate, refresh, and remove outdated materials."

What is the key idea of chunking?,"Group by topic, keyword, or problem type; use one organizing method and a table of contents."

What is the key idea of acronyms?,"Create a memorable word from initials, e.g., RAISE."

What is the key idea of acrostics?,Use a memorable sentence to recall a sequence.

What is the key idea of rhyme keys?,Use rhyming phrases to remember ordered steps.

What is the key idea of keywords?,Recall concepts using meaningful terms and brief definitions.

What is the key idea of overcome fear?,Do not be intimidated by anger; take criticism constructively and set realistic expectations.

What is the key idea of curiosity?,"Ask questions, observe, explore ideas, and learn outside your expertise."

What is the key idea of willingness to learn?,"Dedicate time to growth, learn from failures, and share knowledge."

What is the key idea of troubleshooting resources?,"Search systematically, cross-check sources, explore tools, document solutions, and seek feedback."

What is the key idea of willingness to help?,"Listen without interruption, focus questions, take ownership within role, and offer further help."

What is the key idea of ask for help?,Collaborate when needed; requesting assistance supports good customer outcomes.

What is the key idea of teamwork?,"Respect goals, honor commitments, be transparent, share ideas, value contributions, address conflicts."

What is the key idea of good prompts?,"Specific, clear, actionable; include symptoms, environment, and desired outcome."

What is the key idea of prompt categories?,"Troubleshooting, difficult interactions, product knowledge, FAQs and reusable responses."

What is the key idea of maintenance?,"Organize by category, refine ineffective prompts, and update as products change."

What is the key idea of scientific method?,"Ask questions, form a hypothesis, test, conclude, and communicate results."

What is the key idea of root cause analysis?,"Identify problem, analyze situation, determine root cause, formulate solution."

What is the key idea of confirm results?,"Check root cause, test with customer, communicate clearly, ask customer to confirm."

What is the key idea of product knowledge?,"Consult colleagues, company materials, customer feedback, and impact on customers."

What is the key idea of situational awareness?,Acknowledge the impact on the customer’s circumstances.

What is the key idea of personal awareness?,Acknowledge the customer’s feelings.

What is the key idea of solution awareness?,Offer realistic options and a positive path forward.

What is the key idea of disengagement?,"Consider disengaging for persistent abuse, threats, escalating anger, or refusal of constructive discussion; follow policy."

What is troubleshooting step 1?,Listen and gather information

What is troubleshooting step 2?,Isolate the issue

What is troubleshooting step 3?,Develop a hypothesis

What is troubleshooting step 4?,Test potential solutions

What is troubleshooting step 5?,Implement the solution

What is troubleshooting step 6?,Verify the fix

What is troubleshooting step 7?,Provide guidance and prevention tips

What is angry-customer management step 1?,Allow time for venting

What is angry-customer management step 2?,Listen actively

What is angry-customer management step 3?,Use awareness statements

What is angry-customer management step 4?,Watch for calming cues

What is angry-customer management step 5?,Introduce presumptive statements

What is angry-customer management step 6?,Offer solutions

What is angry-customer management step 7?,Follow up

How do information-foraging and berry-picking differ?,Foraging follows clues; berry-picking changes the search as new evidence emerges.

What is the first step when a laptop freezes?,"Ask clarifying questions, including what is visible on the screen."

Why confirm results with a customer?,To ensure the issue is fully resolved.

What makes an AI prompt effective?,"Specific, clear, and actionable details."

What does RAISE illustrate?,An acronym: a memorable word made from initial letters.

When is disengagement appropriate?,"Persistent threats, abuse, escalation, or refusal of constructive discussion; follow policy."

Which awareness describes impact on a deadline?,Situational awareness.

Which awareness acknowledges a customer’s feelings?,Personal awareness.