N10-009 · Question #493
Which of the following steps of the troubleshooting methodology is most likely to involve talking to a user who opens a ticket?
The correct answer is C. Identifying the problem. Identifying the problem is the first step in the troubleshooting methodology and often involves communicating with the user who reported the issue to gather details, symptoms, and the context Verifying full system functionality happens after a solution is applied. Establishing…
Question
Which of the following steps of the troubleshooting methodology is most likely to involve talking to a user who opens a ticket?
Options
- AVerifying full system functionality
- BEstablishing a theory of probable cause
- CIdentifying the problem
- DImplementing the solution
How the community answered
(23 responses)- A9% (2)
- B4% (1)
- C87% (20)
Explanation
Identifying the problem is the first step in the troubleshooting methodology and often involves communicating with the user who reported the issue to gather details, symptoms, and the context Verifying full system functionality happens after a solution is applied. Establishing a theory of probable cause is based on observations and initial analysis, typically after gathering information. Implementing the solution is an action step following diagnosis. Talking to the user to gather information occurs during problem identification.
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