CompTIA
220-1002 · Question #698
220-1002 Question #698: Real Exam Question with Answer & Explanation
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Question
A help desk technician receives a call from a user who is experiencing a recurring issue. The user complains and demands an immediate, permanent resolution. Which of the following actions should the technician take NEXT?
Options
- AReview all existing case notes from previous calls and restate the issue.
- BApologize for the inconvenience and then escalate the call to a supervisor.
- CAsk the user to walk through each step taken that created the issue.
- DEstablish a theory of probable cause based on what the user reported.
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