220-1102 · Question #22
SIMULATION 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 appropria
The correct answer is A. Educate the user on the solution that was performed.. After resolving a technical issue, best practice in help desk support is to educate the user on what was done and why. This empowers users with knowledge, improves the support experience, and aligns with CompTIA's documented best practices for professionalism. Telling the user to
Question
SIMULATION 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
- AEducate the user on the solution that was performed.
- BTell the user to take time to fix it themselves next time.
- CClose the ticket out.
- DSend an email to Telecom to inform them of the Issue and prevent reoccurrence.
How the community answered
(42 responses)- A74% (31)
- B14% (6)
- C5% (2)
- D7% (3)
Explanation
After resolving a technical issue, best practice in help desk support is to educate the user on what was done and why. This empowers users with knowledge, improves the support experience, and aligns with CompTIA's documented best practices for professionalism. Telling the user to fix it themselves next time (B) is unprofessional. Closing the ticket (C) should come after user confirmation that the issue is resolved and after education. Sending an email to Telecom (D) may be appropriate in some cases but is not the immediate next step.
Topics
Community Discussion
No community discussion yet for this question.