220-1101 · Question #364
A customer calls the help desk to report a problem connecting to a shared drive on a server. The technician determines that the user's server credentials have expired and reactivates them. Which of…
The correct answer is D. Verify system functionality. After reactivating expired user credentials for a shared drive, the technician should next verify system functionality to confirm the problem is resolved.
Question
A customer calls the help desk to report a problem connecting to a shared drive on a server. The technician determines that the user's server credentials have expired and reactivates them. Which of the following should the technician do next?
Options
- AEscalate the issue.
- BDocument the findings.
- CPerform backups of all critical data.
- DVerify system functionality.
How the community answered
(26 responses)- A8% (2)
- B4% (1)
- C4% (1)
- D85% (22)
Why each option
After reactivating expired user credentials for a shared drive, the technician should next verify system functionality to confirm the problem is resolved.
Escalating the issue would be premature as a potential fix has just been applied; verification is needed first.
Documenting the findings is an important final step, but it should occur after confirming the fix has resolved the problem.
Performing backups of critical data is a general best practice but is not the immediate next step after reactivating user credentials to resolve a connectivity issue.
After implementing a fix, the immediate next step in troubleshooting is to verify full system functionality with the user to ensure the problem is truly resolved and no new issues have been introduced. This confirms the solution's effectiveness and completes the troubleshooting process from the user's perspective.
Concept tested: Troubleshooting methodology - verifying functionality
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