N10-005 · Question #764
A technician has resolved a ticket to fix a user's printer and has verified that the user is able to print with no issues. Which of the following action steps should the technician perform FIRST?
The correct answer is A. Document findings and outcomes. After verifying a fix, the next step in CompTIA's troubleshooting methodology is to document findings, actions taken, and outcomes before closing the ticket.
Question
A technician has resolved a ticket to fix a user's printer and has verified that the user is able to print with no issues. Which of the following action steps should the technician perform FIRST?
Options
- ADocument findings and outcomes
- BEstablish a theory of probably cause
- CUpgrade the printer drivers
- DClose out the service ticket
How the community answered
(39 responses)- A95% (37)
- C3% (1)
- D3% (1)
Why each option
After verifying a fix, the next step in CompTIA's troubleshooting methodology is to document findings, actions taken, and outcomes before closing the ticket.
CompTIA's troubleshooting methodology specifies that after verifying full system functionality, the technician must document findings, actions, and outcomes. Documentation ensures institutional knowledge is preserved and enables faster resolution of similar issues in the future. This step must occur before the ticket is formally closed.
Establishing a theory of probable cause is an early-stage troubleshooting step that occurs before any fix is applied, not after verification.
Upgrading printer drivers is an unsolicited corrective action beyond the scope of the resolved ticket and should not be performed without user request or authorization.
Closing the service ticket is the final step and comes after documentation has been completed, not before it.
Concept tested: CompTIA troubleshooting methodology - document and close
Source: https://www.comptia.org/training/resources/exam-objectives
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