220-1002 Question #662: Real Exam Question with Answer & Explanation

The correct answer is A: Knowledge-based entry. A knowledge base (KB) entry (A) is the correct method for sharing repair steps with the entire team in a durable, searchable, and reusable format. KB articles are specifically designed to document solutions to known problems so that any team member can find and apply them in futu

Question

A technician has completed troubleshooting and repairing a newly found bug on a user's workstation. The technician wants to share the repair steps with the rest of the team. Which of the following methods will the technician MOST likely use?

Options

AKnowledge-based entry
BTeam chat message
CEmail to the team leader
DIncident documentation

Explanation

A knowledge base (KB) entry (A) is the correct method for sharing repair steps with the entire team in a durable, searchable, and reusable format. KB articles are specifically designed to document solutions to known problems so that any team member can find and apply them in future incidents. A team chat message (B) is informal, ephemeral, and easily lost. An email to the team leader (C) reaches only one person and is not accessible to all technicians. Incident documentation (D) records the specific details of a single ticket and is tied to that case - it is not designed to function as a shared reference guide for the broader team.

Community Discussion

No community discussion yet for this question.

Full 220-1002 Practice