N10-005 Question #377: Real Exam Question with Answer & Explanation

The correct answer is A: Escalate the problem. When a technician reaches the limit of their knowledge or skills, the correct next step in the troubleshooting methodology is to escalate the problem to someone with the necessary expertise. The technician has already identified the cause (failed switch) and knows how to replace

Question

A network technician has determined a managed network switch has failed. The technician knows how to install a new switch, but not how to properly configure it. Which of the following troubleshooting steps should the technician take NEXT?

Options

AEscalate the problem
BIdentify potential effects
CTest the theory to determine cause
DEstablish a plan of action to resolve the problem

Explanation

When a technician reaches the limit of their knowledge or skills, the correct next step in the troubleshooting methodology is to escalate the problem to someone with the necessary expertise. The technician has already identified the cause (failed switch) and knows how to replace it physically, but lacks the configuration knowledge to complete the resolution. Escalating ensures the work is completed correctly without causing additional network issues. Identifying potential effects (B) and establishing a plan (D) are earlier steps already passed, and testing a theory (C) is not relevant since the cause is already determined.

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