220-1002 · Question #122
220-1002 Question #122: Real Exam Question with Answer & Explanation
The correct answer is B: Ask another technician to take the call. Repeated BSODs indicate a potentially serious hardware or driver issue that needs prompt attention. The best action is to transfer the call to an available colleague so the user receives immediate, uninterrupted support. Asking the user to call back (A) forces them to wait and re
Question
Options
- APolitely ask the user to call back
- BAsk another technician to take the call
- CTroubleshoot the issue for the user
- DInput the issue as a ticket and escalate to Tier 2
- EPut the user on hold and troubleshoot after the scheduled break
Explanation
Repeated BSODs indicate a potentially serious hardware or driver issue that needs prompt attention. The best action is to transfer the call to an available colleague so the user receives immediate, uninterrupted support. Asking the user to call back (A) forces them to wait and re-explain the problem. Troubleshooting the issue personally (C) means the technician skips a scheduled break, which is a policy and fairness concern. Creating a ticket and escalating (D) adds delay and may be premature before initial troubleshooting. Putting the user on hold (E) leaves them waiting with no progress. Warm-transferring to another technician balances the user's urgent need with the technician's schedule.
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