CompTIA
220-801 · Question #395
220-801 Question #395: Real Exam Question with Answer & Explanation
The correct answer is A: Confirm the user and the associated issue.. When a customer calls for support, the technician must first confirm who the user is and what issue they are experiencing before taking any other action.
Question
Which of the following should a technician do FIRST after receiving a call from a customer asking for assistance?
Options
- AConfirm the user and the associated issue.
- BConfirm the hardware make, model, and serial number.
- CEscalate the call to a supervisor.
- DAssign the appropriate status for the problem.
Explanation
When a customer calls for support, the technician must first confirm who the user is and what issue they are experiencing before taking any other action.
Common mistakes.
- B. Gathering hardware details like make, model, and serial number is important but secondary - you must first understand who you are speaking with and what problem they have.
- C. Escalating to a supervisor before even assessing the issue is premature and bypasses the technician's responsibility to first attempt to understand the problem.
- D. Assigning a status to the problem cannot happen until the problem has been identified, which requires first confirming the user and their issue.
Concept tested. Help desk call handling first steps
Reference. https://www.comptia.org/certifications/a
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