CompTIA
220-1002 · Question #112
220-1002 Question #112: Real Exam Question with Answer & Explanation
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Hardware and network troubleshooting
Question
Joe, a customer, has informed a Tier 2 help desk technician that a computer will not boot up. After about ten minutes of troubleshooting, Joe is increasingly concerned and claims that the technician is wasting his time because he has already tried everything that has been suggested. Which of the following should the technician do?
Options
- ASince Joe is concerned about time, suggest calling back later when Joe has more time to
- BRecord the call and send it to the local intranet for future technicians to learn how to deal with
- CAsk more open-ended questions to see if the issue can be narrowed down in order to properly
- DInform the customer that there is a troubleshooting script that must be followed to get the issue
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Topics
#help desk communication#open-ended questions#customer service#troubleshooting process