Final exam: AI for IT support

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1. A technician pastes a screenshot showing a remote-access password into an AI chat to ask for help. What is the main problem?
A credential was exposed to a tool that may store itThe screenshot file is too large for the chat tool to openAI chatbots cannot read text that appears inside screenshotsThe remote-access tool will lock the account once the screenshot is uploaded
2. An assistant gives a command that deletes old user profiles to free disk space. What should you do first?
Run it on the server right away, since the assistant wrote it for this exact jobUnderstand what it deletes, test in a safe place, and confirm backups existSchedule it to run overnight so users are not affected if something goes wrongShare it with a coworker and run it if they say it looks fine on their screen
3. A caller says they are the finance director, locked out and in a hurry. What is the right move?
Follow your identity verification process through a trusted channelAsk the caller to email you the new password they would like to useAsk the chatbot to approve the request based on the caller's descriptionReset the password immediately, since an executive waiting is the bigger risk
4. Which prompt is strongest for troubleshooting?
Give me a command that will fix whatever is wrong, with no explanation of the risksDevice, symptom, start time, recent change; ask for ranked causes with a safe check for eachMy computer is not working right and I am out of ideas; just tell me how to fix itExplain why IT is so hard, then give me the one command that solves the problem
5. You publish a knowledge article drafted by AI and a step is wrong. Who is accountable?
No one, because an AI drafted the steps and cannot be blamedThe reader who followed the steps without double-checking themThe AI company that built the tool that drafted the stepsYou, as the person who published it
6. Which of these is safe to paste into an unapproved AI tool?
A general description of symptoms with no names or addressesA recovery code that has already been used onceA user's full name and account number, with the password removedA list of internal server addresses, since they are only numbers
7. A user is anxious and not very technical. How can AI help most responsibly?
Send raw logs and error text so they can see exactly what you sawReply with the longest possible article so nothing is left outDraft a short, plain-language set of steps that you check and personalizeLet the chatbot handle the whole conversation so you save time
8. Which move best prepares you for a future with more automated help desks?
Build skills in root-cause analysis, scripting and securityAvoid learning new tools and rely on the skills you already haveWork faster at the same routine tasks so you stay ahead of the botsMemorize the password reset steps so you can finish them faster

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