Hard Where?
Known as the "brain" of the computer, this hardware component executes instructions and performs calculations.
What is the "CPU" or "processor"?
What term describes a set of instructions that helps users solve common IT issues on their own?
What is a "knowledge base"?
This practice involves restarting a computer or device to resolve minor technical issues.
What is a "reboot" or "restart"?
When a customer describes their computer screen as "blue," this term might be used to refer to a system crash or error.
What is the Blue Screen of Death?
If a user cannot connect to the internet, what common command might you suggest they use to diagnose the issue?
What is an ipconfig?
This component, responsible for displaying visual output, can sometimes cause screen flickering or distorted images.
What is a graphics card or GPU?
This is the practice of tricking individuals into disclosing sensitive information, often through deceptive emails or websites.
What is Phishing?
This term describes the practice of engaging a higher level of support expertise to help with a complex issue.
What is "escalation"?
This security method requires users to provide two different forms of identification for system access.
What is "two-factor authentication" (2FA)?
When devices cannot communicate due to incorrect IP configurations, it's often referred to as this type of issue.
What is an "IP conflict"?
These types of monitors use organic compounds that emit light when an electric current is applied, enabling thinner and more flexible screens.
What are "OLED" or "AMOLED" displays?
This type of volatile memory is faster than traditional hard drives but loses data when power is removed.
What is "RAM" or "Random Access Memory"?
These are used to track and manage complex and recurring issues that require investigation and resolution by the customer.
What is a problem ticket?
This term refers to a virtualized pool of computing resources delivered over the internet.
What is the "cloud"?
This practice involves dividing a larger network into smaller segments to improve efficiency and manage IP address allocation.
What is "subnetting"?
These slots on a motherboard allow users to add extra components like graphics cards, sound cards, or network cards.
What are "PCI" or "PCIe" slots?
This subfield of AI involves training algorithms to learn from large datasets and make predictions or decisions.
What is "machine learning"?
This open-source scripting language is commonly used for web development and is known for its simplicity and readability.
What is "Python"?
This process involves identifying and correcting errors in a program's source code.
What is "debugging"?
This is the term for a conceptual framework that defines the seven layers of networking protocols and their interactions, facilitating communication between different computer systems.
What is the OSI model?
This is Kaseya's prime offering - a kit of software, hardware, and security protection that MSPs can use to streamline and scale their businesses.
What is IT Complete?
This is the last communication sent to a partner before resolving a ticket or escalating a ticket back to the customer.
What is a ticket summary?
This is the feature we use in IT Glue to access the client information/documentation for our customers.
What is GlueConnect?
The tab in Five9 displays a caller's company and greeting details.
What is the call script or script?
This cryptographic protocol ensures secure data transmission over an unsecured network, often indicated by "https" in a web address.
What is "SSL/TLS" or "Secure Sockets Layer/Transport Layer Security"?