ICAS3031A Provide advice to clients

From the official document:

"This unit defines the competency required to provide advice and support to clients including the communication of comprehensive technical information."

Basically, that means ... (translate above into plain english)

You can read more about this unit on the National Training Information Systems Official document for ICAS3031A.

This unit is part of the following qualifications:


How this unit will help you

After learning and applying the skills required by this unit you'll be able to demonstrate your skills in:

ELEMENT PERFORMANCE CRITERIA
1. Analyse client support issues
  1. Check for new problems logged by client
  2. Check previous logs for similar problems or requests from client
  3. Investigate and document the support issues affecting the client
  4. Notify client of the results of investigation and provide advice and support on findings
  5. Obtain client feedback and make changes
2. Provide advice on software, hardware or network
  1. Confirm software, hardware or network requirements with client
  2. Investigate and document a solution
  3. Document additional requirements discovered in the investigation and refer them to the client
  4. Obtain approval from the client to implement the solution
  5. Investigate and document the amount of technical support the client may require
  6. Discuss and agree the level of technical support identified with the client
  7. Arrange a time with the client when support will take place
  8. Provide technical support as part of group or one-to-one instruction to the client
  9. Provide manuals and help documentation to the client
3. Obtain client feedback
  1. Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided
  2. Provide client with instructions on how to complete the form or use other means of providing feedback
  3. Distribute the evaluation or feedback to the client
  4. Review the feedback from the client to identify areas for improvement

Ideas for learning the required skills

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Ideas for demonstrating this unit

The best way to demonstrate these skills is ...

Grading

If you are demonstrating this unit as part of a formal course, you might find that the unit is graded (meaning you can not only demonstrate your competence, but can also gain a credit or distinction). Your facilitator may already have set criteria that your college uses. If not, here are some ideas for possible credit/distinction activities that you can discuss with your facilitator:

Notes and discrepancies

This article is issued from Wikiversity - version of the Saturday, October 25, 2014. The text is available under the Creative Commons Attribution/Share Alike but additional terms may apply for the media files.