220-1002 · Question #332
An executive has contacted you through the help-desk chat support about an issue with a mobile device. Assist the executive to help resolve the issue. INSTRUCTIONS Select the MOST appropriate…
The correct answer is B. Educate the user on the solution that was performed. Good help-desk practice follows a structured ticket lifecycle: identify the problem, establish a theory, test and implement the fix, then verify and document. After successfully resolving the issue (changing the IMAP port to 993 for SSL-encrypted mail), the next step is to…
Question
An executive has contacted you through the help-desk chat support about an issue with a mobile device. Assist the executive to help resolve the issue. INSTRUCTIONS Select the MOST appropriate statement for each response. If at any time you would like to bring back the initial state of the simulation, please click the Reset All button. Let’s take a look at your phone settings. Please change the port number on your mail settings to 993. Which of the following should be done NEXT?
Exhibits
Options
- AClose the ticket out
- BEducate the user on the solution that was performed
- CTell the user to take time to fix it themselves next time
- DSend an email to Telecom to inform them of the issue and prevent reoccurrence
How the community answered
(41 responses)- A2% (1)
- B88% (36)
- C2% (1)
- D7% (3)
Explanation
Good help-desk practice follows a structured ticket lifecycle: identify the problem, establish a theory, test and implement the fix, then verify and document. After successfully resolving the issue (changing the IMAP port to 993 for SSL-encrypted mail), the next step is to educate the user on what was done and why. This empowers the user with knowledge, improves their self-sufficiency, and satisfies best-practice documentation requirements. Closing the ticket (A) should happen only after user education and verification. Telling the user to fix it themselves next time (C) is unprofessional and unhelpful. Emailing Telecom (D) may be appropriate in some workflows but is not the immediate next step - user education and verification come first.
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