A user reports that their PC does not work. Which of the following would be the BEST question for the technician to ask the user to get further information?

The correct answer is B. "What exactly does not work?". Clarify what is not working. The line of questioning is an effective strategy to discover and solve a problem especially on phone.

Hardware and network troubleshooting

Question

Options

A"Can you get to the Internet?"
B"What exactly does not work?"
C"Does the PC turn on?"
D"Are you able to sign on?"

How the community answered

(43 responses)

A
2% (1)
B
74% (32)
C
7% (3)
D
16% (7)

Explanation

Clarify what is not working. The line of questioning is an effective strategy to discover and solve a problem especially on phone.

Topics

#troubleshooting methodology#open-ended questioning#problem identification#help desk communication

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