220-1102 · Question #754
A technician is assisting a customer who is having difficulty accessing the company's website. Which of the following should the technician do first?
The correct answer is D. Record the details of the issue in the company's ticketing system. According to CompTIA A+ best practices and standard IT help desk procedures, the very first step when handling any support request is to document the issue in a ticketing system. This creates a formal record, assigns tracking, ensures accountability, and supports future…
Question
A technician is assisting a customer who is having difficulty accessing the company's website. Which of the following should the technician do first?
Options
- AAsk the customer for their log-in credentials.
- BCheck the company's internal knowledge base for solutions.
- CRefer the customer to a more experienced technician.
- DRecord the details of the issue in the company's ticketing system.
How the community answered
(59 responses)- A5% (3)
- B3% (2)
- C10% (6)
- D81% (48)
Explanation
According to CompTIA A+ best practices and standard IT help desk procedures, the very first step when handling any support request is to document the issue in a ticketing system. This creates a formal record, assigns tracking, ensures accountability, and supports future reference or escalation. Asking for login credentials (A) is a security risk and not the first action. Checking the knowledge base (B) is a valid step but comes after the issue is logged. Referring to a senior technician (C) is premature escalation before any attempt to document or investigate. Always document first-then diagnose and resolve.
Topics
Community Discussion
No community discussion yet for this question.