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220-1202 · Question #67
220-1202 Question #67: Real Exam Question with Answer & Explanation
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Submitted by saadiq_pk· Mar 30, 2026Operational Procedures
Question
A customer's computer does not have an active connection to the network. A technician goes through a few troubleshooting steps but is unable to resolve the issue. The technician has exhausted their knowledge. The customer expresses frustration at the time taken to resolve this issue. Which of the following should the technician do?
Options
- AEscalate the issue to a senior team member and provide next steps to the customer.
- BDismiss the customer and reschedule another troubleshooting session at a later date.
- CInterrupt the customer and express that troubleshooting support tickets can take time.
- DMaintain a positive attitude and continue to ask questions regarding the scope of the issue.
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Topics
#Issue escalation#Customer communication#Professional conduct#Technical support process